The effect of design quality of banks' websites on performance of customers on electronic loyalty and electronic word of mouth (E-WOM)

Abstract

Purpose: the current study sought to investigate the effect of design quality of Iranian banks' websites on performance of customers that in this article called loyalty and word of mouth of the users. Methodology: This was a correlational descriptive study whose statistical population consisted of all the clients of Uremia (Western Azerbaijan, Iran) banks who had at least once used e-banking web-based system for their personal bank account. According to Krejcie-Morgan sample size table, 343 bank clients were selected using convenience stratified sampling technique. A questionnaire was used to collect the needed data. Finally, the formulated hypotheses were tested using structural equation modeling (SEM) using LISREL and SPSS software. Results: The findings indicated that websites’ design quality had a direct and significant effect on visitors’ satisfaction and perceived quality of information, whereas it has an indirect and significant effect on e-satisfaction, e-trust, e-loyalty and electronic word of mouth.

Keywords

• websites
• banks
• e-government
• electronic loyalty
• electronic word of mouth (e-wom)
• electronic trust
• electronic satisfaction