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“I Can Live Without Banks, but Not Without Banking”: Role of Trust on Loyalty and Evangelism

“I Can Live Without Banks, but Not Without Banking”: Role of Trust on Loyalty and Evangelism

Nitika Sharma, Pooja Goel, Anuj Sharma
Copyright: © 2021 |Volume: 17 |Issue: 3 |Pages: 20
ISSN: 1548-3886|EISSN: 1548-3894|EISBN13: 9781799859680|DOI: 10.4018/IJEGR.2021070101
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MLA

Sharma, Nitika, et al. "“I Can Live Without Banks, but Not Without Banking”: Role of Trust on Loyalty and Evangelism." IJEGR vol.17, no.3 2021: pp.1-20. http://doi.org/10.4018/IJEGR.2021070101

APA

Sharma, N., Goel, P., & Sharma, A. (2021). “I Can Live Without Banks, but Not Without Banking”: Role of Trust on Loyalty and Evangelism. International Journal of Electronic Government Research (IJEGR), 17(3), 1-20. http://doi.org/10.4018/IJEGR.2021070101

Chicago

Sharma, Nitika, Pooja Goel, and Anuj Sharma. "“I Can Live Without Banks, but Not Without Banking”: Role of Trust on Loyalty and Evangelism," International Journal of Electronic Government Research (IJEGR) 17, no.3: 1-20. http://doi.org/10.4018/IJEGR.2021070101

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Abstract

The purpose of this paper is to examine the antecedents of e-banking loyalty and evangelism via threefold construct of WEQUAL (usability, information quality, and service interaction) of public sector banks operating in India. Moreover, it also investigates the mediating role of consumers' trust on the website quality of these banks and their impact on e-banking loyalty and evangelism. The data was collected from 243 respondents through online questionnaire. In order to develop the model and test the hypotheses, partial least square structural equation modeling (PLS-SEM) was done through Smart PLS version 3.2.9. Results assert that website quality of banks positively influences the trust of consumers via usability, information quality, and service interaction. Also, consumer trust plays a mediation role between WEBQUAL constructs and e-banking loyalty and evangelism.

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