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This article compares users of PC‐based home banking systems with non‐users. A questionnaire study with responses from 669 bank consumers from Denmark shows that users of PC banking are more satisfied, are less price sensitive, have higher intentions to repurchase and provide more positive word‐of‐mouth than non‐users. For the banks these results indicate that, in the future, PC banking systems will become a stable source of revenue from a mass of loyal customers.
International Journal of Bank Marketing – Emerald Publishing
Published: Sep 1, 1998
Keywords: Banking; Customer loyalty; Customer satisfaction; Denmark; Personal computing
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