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首页> 外文期刊>Journal of global information management >E-Service Quality and Trust on Customer's Patronage Intention: Moderation Effect of Adoption of Advanced Technologies
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E-Service Quality and Trust on Customer's Patronage Intention: Moderation Effect of Adoption of Advanced Technologies

机译：电子服务质量和对客户惠顾意愿的信任：采用先进技术的适度效果

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摘要

The extensive development of electronic gadgets along with technology-oriented communication tools has created a significant impact on the realm of online retail banking transactions. In Bangladesh, online retail banking can strengthen the financial frameworks by establishing associations between both financial institutions and customers. The evaluation of e-service quality, trust, and customer's adoption of advanced technology are still unexplored within the retail banking context. Thus, this research paper fills a specific research gap via empirically testing the role of trust in between the relationship of e-service quality and customers' patronage intentions in the context of online retail banking. Moreover, the research also examines the moderation role of adoption of advanced technology in between the relationship among trust and customers' patronage intentions. Structural equation modelling (SEM) was applied to analyze the proposed hypotheses. The results confirmed that customer's trust plays a significant role in mediating the relationship between e-service quality and customers' patronage intentions. Adoption of advanced technology has also proved as significant moderator in explaining trust and customer's patronage intention in online retail banking setting.
机译：电子小工具的广泛发展以及面向技术的通信工具，对在线零售银行交易领域产生了重大影响。在孟加拉国，在线零售银行业务可以通过在金融机构和客户之间建立联系来加强金融框架。在零售银行业务环境中，尚未对电子服务质量，信任度以及客户对先进技术的采用进行评估。因此，本研究论文通过对在线零售银行业务中电子服务质量与客户惠顾意愿之间的信任关系进行实证测试，填补了特定的研究空白。此外，研究还考察了信任和客户惠顾意图之间的关系中采用先进技术的适度作用。使用结构方程模型（SEM）分析提出的假设。结果证实，客户的信任在调解电子服务质量与客户惠顾意愿之间的关系方面起着重要作用。在解释在线零售银行业务中的信任和客户的赞助意向时，采用先进技术也被证明是重要的主持人。

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