Internet banking loyalty: evaluating the role of trust, satisfaction, perceived risk and frequency of use

Abstract

This paper analyses the role of satisfaction, trust, frequency of use and perceived risk as antecedents of consumer loyalty to banking websites. While the literature usually focuses on the direct effects of these variables, special attention is paid here to evaluate their moderating effects on the relationship between satisfaction and loyalty. The results from a sample of 254 Spanish users of Internet banking services show that while satisfaction correlates positively with loyalty, the effect is significantly less intense with high levels of perceived risk. The results are similar for trust, which correlates more positively with high levels of perceived risk, but also when Internet banking is used less frequently. Managerial implications from these results are provided.

Keywords:

• Internet banking services
• satisfaction
• loyalty
• trust
• perceived risk

Acknowledgements

We acknowledge the editor as well as the anonymous reviewers for their valuable comments on an earlier version of this manuscript. Joaquin Aldas-Manzano acknowledges the financial support of the research project of the Spanish Ministry of Education and Sciences (SEC 2008-03813/ECON).