Customer Experience Management and Persistence using Customers of Electronic Services Persistence

Abstract

Not only enhance the attractiveness of e-service quality, and extended free choice, and compare product information display is Safe and secure environment but also enhance customer loyality and customer satisfaction and therefore loyalty is to the company.Today, banks are trying for attract customers and maintain their market share by delivering the innovative services using e-banking. Banks always increase new electronic channels into their current services. Because of the loyal customers is the main factor of organizational success, obtaining Loyalty is the concept that in today's business has been considered by organizations.In this study different parts of customer experience management that include functional, mechanic and humanic Clues are evaluated also its relationship with customer loyalty in e-banking services examined. The result showed there is positive correlation between different parts of CEM and Continuous use in e-banking services. In this study, questionnaires were used for data collection. Respectively, to identify and prioritize determinative factors, correlation analysis and artificial neural networks were used. Results showed that in order of importance, Quality of service, loyalty, trust, satisfaction, customer expectations, attractiveness, competence of staff, ease of use are factors that determine customers’ repeat patronage of e-banking services.

Keywords

• customer experience management
• e-service quality
• e-banking services
• continuous use