A Probe into the Role of Challenges, Satisfaction and Trust towards Loyalty in E-Banking Services
S.Preetha1, S. Iswarya2, G.Yuvarani3
1S.PREETHA, Professor at School of Management Studies, Vels Institute of Science Technology and Advanced Studies (VISTAS), Chennai, India.
2S.Iswarya, Research Scholar, School of Management, VISTAS Chennai, India.
3G.Yuvarani, MBA graduate, School of Management, Vels Institute of Science VISTAS Chennai, India.

Manuscript received on November 15, 2019. | Revised Manuscript received on November 23, 2019. | Manuscript published on November 30, 2019. | PP: 2089-2093 | Volume-8 Issue-4, November 2019. | Retrieval Number: D7662118419/2019©BEIESP | DOI: 10.35940/ijrte.D7662.118419

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© The Authors. Blue Eyes Intelligence Engineering and Sciences Publication (BEIESP). This is an open access article under the CC-BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/)

Abstract: Gaining customer loyalty is perplexing feature in ebanking services. The influencers of loyalty are identified as customer satisfaction, benefits, challenges and trust. Descriptive research design is followed Pearson’s correlation and linear regressions are used for analysing the relationship between the variable. The finding of the study, benefits the customer faces results in customer satisfaction and enriches loyalty. On the other hand, challenges a customer faces affects the level of satisfaction and reduces loyalty. Trust of the customer is found to have no substantial impact on loyalty.
Keywords: Customer Satisfaction, Customer Loyalty, Customer Trust, Benefits and Challenges.
Scope of the Article: Open Source: Challenges and Opportunities.