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A Study on Relationship between Customer Satisfaction and Customer Loyalty in Internet Banking in Trichy District


Mr. M Robinson , Anna university, BIT campus, Trichy; Viswanathan R, Anna university, BIT campus, Trichy


Customer Loyalty, Customer Satisfaction, Internet Banking


This paper focuses on customer loyalty and customer satisfaction on internet banking. Customer satisfaction is more importance on internet banking in recent years. The factors determining the customer loyalty and satisfaction includes customer retention, virtual banking, Technology adaptation, Security, Personal service and Ease of use. These factors should lead to the customer satisfaction and customer loyalty. This study was conducting the chi-square test using the variables are whether associated or not associated and also how to influencing the customer satisfaction and the customer loyalty.

Other Details

Paper ID: IJSRDV5I40095
Published in: Volume : 5, Issue : 4
Publication Date: 01/07/2017
Page(s): 96-99

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