International Journal of

ADVANCED AND APPLIED SCIENCES

EISSN: 2313-3724, Print ISSN: 2313-626X

Frequency: 12
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 Volume 9, Issue 12 (December 2022), Pages: 40-45

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 Original Research Paper

Success factors of customer e-loyalty for self-service banking technologies using analytical hierarchical process: A study on kingdom of Saudi Arabia

 Author(s): Moteb Ayesh Albugami *

 Affiliation(s):

 Department of Management Information System, Faculty of Economics and Administration, King Abdulaziz University, Jeddah, Saudi Arabia

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 * Corresponding Author. 

  Corresponding author's ORCID profile: https://orcid.org/0000-0002-5831-7970

 Digital Object Identifier: 

 https://doi.org/10.21833/ijaas.2022.12.005

 Abstract:

The purpose of this paper is to identify the key success factors of customer loyalty for self-service banking technology. Further, these factors are ranked and classified into three broad categories using the analytical hierarchical process (AHP). Customer satisfaction, customer trust, and brand image emerged as the top three criteria of customer loyalty in Self Service Technologies. Some important factors of customer loyalty have been identified in this study. This will help the bankers in shaping their marketing strategies and developing e-loyalty programs.

 © 2022 The Authors. Published by IASE.

 This is an open access article under the CC BY-NC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/).

 Keywords: AHP, Customer loyalty, Customer trust, Brand image, Self-service technology

 Article History: Received 10 May 2022, Received in revised form 4 August 2022, Accepted 18 August 2022

 Acknowledgment 

No Acknowledgment.

 Compliance with ethical standards

 Conflict of interest: The author(s) declared no potential conflicts of interest with respect to the research, authorship, and/or publication of this article.

 Citation:

 Albugami MA (2022). Success factors of customer e-loyalty for self-service banking technologies using analytical hierarchical process: A study on kingdom of Saudi Arabia. International Journal of Advanced and Applied Sciences, 9(12): 40-45

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 Figures

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 Tables

 Table 1 Table 2 Table 3 Table 4 Table 5 Table 6 Table 7 

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