Abstract:

Retail banking services are not new on the market. But one of their delivery channels is-online banking. This article focuses on the way customers perceive Online Banking Services as an internet banking service quality related to access, credibility, communication, understanding the customer, ease of use, timelines, aesthetics, security and last, but not least-product variety. Initially, the construct of loyalty was operational zed within the context of low-priced frequently purchased consumer goods. However, latex this concept has been extended to include a wide variety of products and services (Jacoby and Chestnut 1978). In the specific area of retailing, the importance of store loyalty has also been frequently postulated as a useful basis for market segmentation. However, the examination of this concept within the context of banking behavior has remained limited (Anderson, Cox and Fulcher 1976).