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Papers by maryam saki

8th International Conference on e-Commerce in Developing Countries: With Focus on e-Trust, 2014

Customers extend robust trust to a business when they believe the business puts their interests f... more Customers extend robust trust to a business when they believe the business puts their interests first. Good experience of banking services and recommendations of other customers can increase trust. Loyalty and Word of mouth (WOM) is accepted as key factors successes of marketing. This paper seeks to discover the affecting factors on positive word of mouth and loyalty based on trust enhancement that might be influenced by results of service quality in internet banking context. In fact, purpose of this research is presenting A Model of E-Loyalty, E-trust and Word of Mouth, whit Emphasize on E-ServQual Model and e-satisfaction and bank image. A structural equation model was developed and was tested by data surveyed from Iranian customers that used internet service of Mellat Bank. The sample composed of customers who were belonging to different states. Path analysis was applied to test the proposed model. The findings are belonging to one bank only; but, they give a valuable framework for future research into

8th International Conference on e-Commerce in Developing Countries: With Focus on e-Trust, 2014

Customers extend robust trust to a business when they believe the business puts their interests f... more Customers extend robust trust to a business when they believe the business puts their interests first. Good experience of banking services and recommendations of other customers can increase trust. Loyalty and Word of mouth (WOM) is accepted as key factors successes of marketing. This paper seeks to discover the affecting factors on positive word of mouth and loyalty based on trust enhancement that might be influenced by results of service quality in internet banking context. In fact, purpose of this research is presenting A Model of E-Loyalty, E-trust and Word of Mouth, whit Emphasize on E-ServQual Model and e-satisfaction and bank image. A structural equation model was developed and was tested by data surveyed from Iranian customers that used internet service of Mellat Bank. The sample composed of customers who were belonging to different states. Path analysis was applied to test the proposed model. The findings are belonging to one bank only; but, they give a valuable framework for future research into

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