| Resumo: | There has been a lot of research validating the link between service quality and customerloyalty in traditional (bricks-and-mortar) services. However, despite the strong growth of eservicesin recent years, there is still little rigorous empirical research examining this link insuch settings. The interest in examining this link in an e-service setting is in validating eservicequality as a lever that managers of e-service operations can employ to drivecustomer loyalty and, ultimately, profitability. Based on data from an online questionnaire ofcustomers of an e-banking service, this study employs structural equation modelling toexamine the link between web site quality and customer loyalty. We found a strong andsignificant link between the two constructs, suggesting that this relationship also holds in eservicesettings. This is an important result, given that loyalty has been generally consideredharder to achieve in e-services than in traditional services.
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