TY  - JOUR
T1  - Indirect Effects of Website Quality Dimensions on Customer Loyalty through Customer Satisfaction: Empirical Evidence from Indonesia’s Banking Industries
AU - Sugiharto, Toto 
JO  - International Business Management
VL  - 11
IS  - 1
SP  - 113
EP  - 117
PY  - 2017
DA  - 2001/08/19
SN  - 1993-5250
DO  - ibm.2017.113.117
UR  - https://makhillpublications.co/view-article.php?doi=ibm.2017.113.117
KW  - Web quality dimensions
KW  -customer satisfaction
KW  -customer loyalty
KW  -interaction facilities and contacts
KW  -banking industries
AB  - This study empirically examines indirect impacts of web quality dimension on customer loyalty through customer satisfaction with internet banking service quality in the Indonesian banking industry. The primary data were obtained from 200 respondents of ten banks using self-administered questionnaire through personal contact. Path analysis was performed to test the proposed hypotheses. It was found that web quality dimensions which include accessibility and security, speed and facility of access, information quality, interaction facilities and contact and (design in different strengths and magnitudes significantly affect customer loyalty through customer satisfaction. Information quality or informativeness of website was identified as the most important dimension of web quality in influencing customer satisfaction and, in turn, customer loyalty.
ER  -