Customer Loyalty in E-Banking Across Generations

Karolina Jakóbik; Tomasz Wójtowicz; Marcin Suder

doi:10.18778/0208-6018.372.02

Autor

Karolina Jakóbik AGH University of Krakow, Faculty of Management, Poland https://orcid.org/0009-0007-2566-948X
Tomasz Wójtowicz AGH University of Krakow, Faculty of Management, Poland https://orcid.org/0000-0002-9742-3493
Marcin Suder AGH University of Krakow, Faculty of Management, Poland https://orcid.org/0000-0001-6279-7359

DOI:

https://doi.org/10.18778/0208-6018.372.02

Słowa kluczowe:

bankowość elektroniczna, pokolenia, różnice międzypokoleniowe, lojalność, test chi-kwadrat, analiza korespondencji

Abstrakt

Celem artykułu jest zidentyfikowanie różnic w poziomie lojalności klientów pomiędzy grupami pokoleniowymi w kontekście bankowości elektronicznej. Badanie opiera się na ankiecie przeprowadzonej wśród 321 respondentów pochodzących z Polski. Z wykorzystaniem analizy korespondencji oraz testu chi-kwadrat potwierdzone zostały statystycznie istotne różnice w poziomie lojalności między pokoleniami. Pokolenie Z wykazało najniższy poziom lojalności, podczas gdy najwyższy odnotowano wśród Baby Boomers.

Stosując analizę korespondencji – rzadko używaną metodę w tym kontekście – autorzy ukazują wyraźne wzorce lojalności powiązane z cechami pokoleniowymi. Wyniki sugerują, że banki powinny przyjąć zróżnicowane strategie, dostosowane do różnych grup wiekowych. Dla młodszych klientów, zwłaszcza milenialsów i pokolenia Z, spersonalizowane doświadczenia cyfrowe, identyfikacja z wartościami marki i zaangażowanie emocjonalne mogą być kluczem do zwiększenia poziomu ich lojalności. Natomiast dla starszych pokoleń, takich jak pokolenie X oraz Baby Boomers, nacisk na niezawodność usług, długoterminowe zaufanie i bezpieczeństwo prawdopodobnie będzie skuteczniejszy. Niniejsze badanie poszerza zarówno wiedzę teoretyczną, jak i praktyczne strategie utrzymania klientów w bankowości elektronicznej.

Pobrania

Brak dostępnych danych do wyświetlenia.

Bibliografia

Amin M. (2016), Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty, ‟International Journal of Bank Marketing”, vol. 34(3), pp. 280–306, https://doi.org/10.1108/ijbm-10-2014-0139
Google Scholar DOI: https://doi.org/10.1108/IJBM-10-2014-0139

Aniszewska G. (2015), Zmiany pokoleniowe a decyzje i wybory konsumenckie, ‟Marketing i Rynek”, no. 1, pp. 2–7.
Google Scholar

Apostolidis B., Polifroni E.C. (2006), Nurse Work Satisfaction and Generational Differences, ‟JONA: The Journal of Nursing Administration”, vol. 36(11), pp. 506–509, https://doi.org/10.1097/00005110-200611000-00003
Google Scholar DOI: https://doi.org/10.1097/00005110-200611000-00003

Argyrous G. (1997), The chi-square test for independence, [in:] G. Argyrous, Statistics for Social Research, Palgrave, London, pp. 257–284, https://doi.org/10.1007/978-1-349-14777-9_16
Google Scholar DOI: https://doi.org/10.1007/978-1-349-14777-9_16

Arslan I. (2020), The Importance of Creating Customer Loyalty in achieving Sustainable Competitive Advantage, ‟Journal of Business Management”, vol. 8(1), pp. 11–20, https://doi.org/10.15604/ejbm.2020.08.01.002
Google Scholar DOI: https://doi.org/10.15604/ejbm.2020.08.01.002

Ayuni R.F. (2019), The online shopping habits and e-loyalty of Gen Z as natives in the digital era, ‟Journal of Indonesian Economy and Business”, vol. 34(2), pp. 169–186.
Google Scholar DOI: https://doi.org/10.22146/jieb.39848

Baabdullah A.M., Alalwan A.A., Rana N.P., Kizgin H., Patil P. (2019), Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model, ‟International Journal of Information Management”, vol. 44, pp. 38–52, http://doi.org/10.1016/j.ijinfomgt.2018.09.002
Google Scholar DOI: https://doi.org/10.1016/j.ijinfomgt.2018.09.002

Bejtkovský J. (2016), The current generations: The baby boomers, X, Y and Z in the context of human capital management of the 21st century in selected corporations in the Czech Republic, ‟Littera Scripta”, vol. 9(2), pp. 25–45.
Google Scholar

Bekk M., Spörrle M., Landes M., Moser K. (2017). Traits grow important with increasing age: customer age, brand personality and loyalty, ‟Journal of Business Economics”, vol. 87(4), pp. 511–531, https://doi.org/10.1007/s11573-016-0834-4
Google Scholar DOI: https://doi.org/10.1007/s11573-016-0834-4

Beldona S., Morrison A.M., O’Leary J. (2005), Online shopping motivations and pleasure travel products: a correspondence analysis, ‟Tourism Management”, vol. 26(4), pp. 561–570, https://doi.org/10.1016/j.tourman.2004.03.008
Google Scholar DOI: https://doi.org/10.1016/j.tourman.2004.03.008

Berkup S.B. (2014), Working with Generations X and Y in Generation Z Period: Management of Different Generations in Business Life, ‟Mediterranean Journal of Social Sciences”, vol. 5, pp. 218–229, http://doi.org/10.5901/mjss.2014.v5n19p218
Google Scholar DOI: https://doi.org/10.5901/mjss.2014.v5n19p218

Beutell N.J., Wittig-Berman U. (2008), Work-family conflict and work-family synergy for generation X, baby boomers, and matures: generational differences, predictors, and satisfaction outcomes, ‟Journal of Managerial Psychology”, vol. 23(5), pp. 507–523, http://doi.org/10.1108/02683940810884513
Google Scholar DOI: https://doi.org/10.1108/02683940810884513

Bolton R.N., Parasuraman A., Hoefnagels A., Migchels N., Kabadayi S., Gruber T., Komarova Loureiro Y., Solnet D. (2013), Understanding Generation Y and their use of social media: a review and research agenda, ‟Journal of Service Management”, vol. 2–4(3), pp. 245–267, https://doi.org/10.1108/09564231311326987
Google Scholar DOI: https://doi.org/10.1108/09564231311326987

Borsiak-Dańska B., Grzelak M., Roszko-Wójtowicz E. (2024), The development of innovation and infrastructure in the European countries fostering the growth of the e-commerce sector, [in:] M Baudry, S.I. Bukowski, M.B. Lament (eds.), Financial Stability, Economic Growth and Sustainable Development, Routledge, London, pp. 251–278, https://doi.org/10.4324/9781003438670
Google Scholar DOI: https://doi.org/10.4324/9781003438670-21

Buckalew L.W., Pearson W.H. (1982), Critical factors in the chi-square test of independence: A technique for exploratory data analysis, ‟Bulletin of the Psychonomic Society”, vol. 19, pp. 225–226, https://doi.org/10.3758/BF03330240
Google Scholar DOI: https://doi.org/10.3758/BF03330240

Camilleri S.J., Grech G. (2017), The relevance of age categories in explaining internet banking adoption rates and customers’ attitudes towards the service, ‟Journal of Applied Finance and Banking”, vol. 7(2), pp. 29–47.
Google Scholar

Carrier L.M., Rosen L.D., Cheever N.A., Lim A.F. (2015), Causes, effects, and practicalities of everyday multitasking, ‟Developmental Review”, vol. 35, pp. 64–78, https://doi.org/10.1016/j.dr.2014.12.005
Google Scholar DOI: https://doi.org/10.1016/j.dr.2014.12.005

Chaney D., Touzani M., Ben Slimane K. (2017), Marketing to the (new) generations: Summary and perspectives, ‟Journal of Strategic Marketing”, vol. 25(3), pp. 179–189.
Google Scholar DOI: https://doi.org/10.1080/0965254X.2017.1291173

Chawla D., Joshi H. (2018), The Moderating Effect of Demographic Variables on mobile Banking Adoption: An Empirical Investigation, ‟Global Business Review”, vol. 19(3), pp. 90–113, https://doi.org/10.1177/0972150918757883
Google Scholar DOI: https://doi.org/10.1177/0972150918757883

Demirci Orel F., Kara A. (2014), Supermarket self-checkout service quality, customer satisfaction, and loyalty: Empirical evidence from an emerging market, ‟Journal of Retailing and Consumer Services”, vol. 21(2), pp. 118–129.
Google Scholar DOI: https://doi.org/10.1016/j.jretconser.2013.07.002

Dolot A. (2018), The characteristic of Generation Z, ‟e-mentor”, vol. 2(74), pp. 44–50, https://doi.org/10.15219/em74.1351
Google Scholar DOI: https://doi.org/10.15219/em74.1351

Fajarwati D., Haliza T.N. (2024), Social media marketing activities and their effect on brand loyalty among generations, ‟Journal of Enterprise and Development (JED)”, vol. 6(3), pp. 606–615.
Google Scholar

Fatyga B. (2005), Pokolenie, [in:] H.K. Kubiak (ed.), Encyclopedia socjologii. Suplement, Oficyna Naukowa, Warszawa, pp. 193–197.
Google Scholar

Fekete Farkas M., Gholampour A., Bouzari P., Jarghooiyan H., Ebrahimi P. (2021), How gender and age can affect consumer purchase behavior? Evidence from a microeconomic perspective from Hungary, ‟AD-minister”, vol. 39, pp. 25–46, https://publicaciones.eafit.edu.co/index.php/administer/article/view/7173 [accessed: 10.05.2025].
Google Scholar DOI: https://doi.org/10.17230/Ad-minister.39.2

Gajanova L., Nadanyiova M., Moravcikova D. (2019), The Use of Demographic and Psychographic Segmentation to Creating Marketing Strategy of Brand Loyalty, ‟Scientific Annals of Economics and Business”, vol. 66(1), pp. 65–84.
Google Scholar DOI: https://doi.org/10.2478/saeb-2019-0005

Gul R. (2014), The Relationship between Reputation, Customer Satisfaction, Trust, and Loyalty, ‟Journal of Public Administration and Governance”, vol. 4(3), pp. 368–387, https://doi.org/10.5296/jpag.v4i3.6678
Google Scholar DOI: https://doi.org/10.5296/jpag.v4i3.6678

Gutfreund J. (2016), Move over, Millennials: Generation Z is changing the consumer landscape, ‟Journal of Brand Strategy”, vol. 5(3), pp. 245–249, https://doi.org/10.69554/KAHI1951
Google Scholar DOI: https://doi.org/10.69554/KAHI1951

Gwarek A., Samitowska W., Smoguła M. (2014), Zderzenie pokoleń a rynek pracy, ‟Ekonomiczne Problemy Usług”, vol. 114, pp. 127–142.
Google Scholar

Hair J.F., Tatham R.L., Anderson R.E., Black W. (1998), Multivariate Data Analysis, Prentice Hall, Upper Saddle River.
Google Scholar

Hammoud J., Bizri R.M., El Baba I. (2018), The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence from the Lebanese Banking Sector, ‟SAGE Open”, vol. 8(3), https://doi.org/10.1177/2158244018790633
Google Scholar DOI: https://doi.org/10.1177/2158244018790633

Hansen J.I.C., Leuty M.E. (2011), Work Values Across Generations, ‟Journal of Career Assessment”, vol. 20(1), pp. 34–52, https://doi.org/10.1177/1069072711417163
Google Scholar DOI: https://doi.org/10.1177/1069072711417163

Heaney J.G. (2007), Generations X and Y’s Internet banking usage in Australia, „Journal of Financial Services Marketing”, vol. 11, pp. 196–210, http://doi.org/10.1057/palgrave.fsm.4760052
Google Scholar DOI: https://doi.org/10.1057/palgrave.fsm.4760052

Hervé C., Mullet E. (2009), Age and factors influencing consumer behaviour, ‟International Journal of Consumer Studies”, vol. 33, pp. 302–308, https://doi.org/10.1111/j.1470-6431.2009.00743.x
Google Scholar DOI: https://doi.org/10.1111/j.1470-6431.2009.00743.x

Howe N., Strauss W. (2003), Millennials go to College, American Association of Registrars and Admissions Officers and LifeCourse Associates, Great Falls.
Google Scholar

Hsu S.H. (2008), Developing an index for online customer satisfaction: Adaptation of American Customer Satisfaction Index, ‟Expert Systems with Applications”, vol. 34(4), pp. 3033–3042, https://doi.org/10.1016/j.eswa.2007.06.036
Google Scholar DOI: https://doi.org/10.1016/j.eswa.2007.06.036

Kaczmarek M. (2019), Jakość użytkowa serwisów transakcyjnych banków w ocenie klientów z pokolenia X i Y, ‟Bank i Kredyt”, vol. 50(2), pp. 195–220.
Google Scholar

Kaczmarek M. (2023), Przynależność do kohorty pokoleniowej jako determinanta korzystania z BLIK-a, ‟Bank i Kredyt”, vol. 54(2), pp. 221–238.
Google Scholar

Kaura V., Prasad C.S.D., Sharma S. (2015), Service quality, service convenience, price and fairness, customer loyalty, and the mediating role of customer satisfaction, ‟International Journal of Bank Marketing”, vol. 33(4), pp. 404–422, https://doi.org/10.1108/ijbm-04-2014-0048
Google Scholar DOI: https://doi.org/10.1108/IJBM-04-2014-0048

Kavitha S. (2017), Factors Influencing Satisfaction on E-Banking, ‟AIMS International Journal of Management”, vol. 11(2), pp. 103–115, http://doi.org/10.26573/2017.11.2.2
Google Scholar DOI: https://doi.org/10.26573/2017.11.2.2

Khadem P., Mousavi S. (2013), Effects of self-service technology on customer value and customer readiness: The case of banking industry, ‟Management Science Letters”, vol. 3, pp. 2107–2112, https://doi.org/10.5267/j.msl.2013.06.008
Google Scholar DOI: https://doi.org/10.5267/j.msl.2013.06.008

Khan H.F. (2017), E-Banking: Benefits and related issues, ‟American Research Journal of Business and Management”, vol. 3(1), pp. 1–7.
Google Scholar DOI: https://doi.org/10.21694/2379-1047.17002

Kishada Z.M.E., Wahab N.A. (2013), Factors affecting customer loyalty in Islamic banking: Evidence from Malaysian banks, ‟International Journal of Business and Social Science”, vol. 4(7), pp. 264–273.
Google Scholar

Klopotan I., Buntak K., Drozdjek I. (2014), Impact of education, gender and age on consumer loyalty, ‟International Journal for Quality Research”, vol. 8, pp. 481–494.
Google Scholar

Kumbhar V. (2011), Customers’ demographic profile and satisfaction in e-banking services: a study of Indian banks, ‟International Journal for Business, Strategy and Management”, vol. 1(1).
Google Scholar

Kupperschmidt B.R. (2000), Multigeneration Employees: Strategies for Effective Management, ‟The Health Care Manager”, vol. 19(1), pp. 65–76, https://doi.org/10.1097/00126450-200019010-00011
Google Scholar DOI: https://doi.org/10.1097/00126450-200019010-00011

Lissitsa S., Kol O. (2016), Generation X vs. Generation Y – A decade of online shopping, ‟Journal of Retailing and Consumer Services”, vol. 31, pp. 304–312, https://doi.org/10.1016/j.jretconser.2016.04.015
Google Scholar DOI: https://doi.org/10.1016/j.jretconser.2016.04.015

Litvishko O., Beketova K., Akimova B., Azhmukhamedova A., Islyam G. (2020), Impact of the Digital Economy on the Banking Sector, ‟E3S Web Conferences”, vol. 159, 04033, https://doi.org/10.1051/e3sconf/202015904033
Google Scholar DOI: https://doi.org/10.1051/e3sconf/202015904033

Mai N.T.T., Takahashi Y., Tuan N.P. (2013). Technology acceptance model and the paths to online customer loyalty in an emerging market, ‟Tržište/Market”, vol. 25(2), pp. 231–248.
Google Scholar

Mannheim K. (1952), The Problem of Generations, [in:] P. Kecskemeti (ed.), Essays on the Sociology of Knowledge, Routledge and Kegan Paul, London, pp. 276–320.
Google Scholar

Manyanga W., Makanyeza C., Muranda Z. (2022), The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics, ‟Cogent Business & Management”, vol. 9(1), https://doi.org/10.1080/23311975.2022.2082015
Google Scholar DOI: https://doi.org/10.1080/23311975.2022.2082015

Maxwell A.E. (1971), Analysing Qualitative Data, Chapman and Hall Ltd., London.
Google Scholar

Oğuz V.G. (2017), Investigation of the effect of retro marketing on brand loyalty over generations X, Y & Z, ‟International Journal of Disciplinary Economics and Administrative Sciences Studies (IDEAstudies)”, vol. 3(3), pp. 48–60.
Google Scholar DOI: https://doi.org/10.26728/ideas.13

Oliver R.L. (1999), Whence Consumer Loyalty?, ‟Journal of Marketing”, vol. 63, pp. 33–44, http://doi.org/10.2307/1252099
Google Scholar DOI: https://doi.org/10.2307/1252099

Ossowska M. (1963), Koncepcja pokolenia, ‟Studia Socjologiczne”, vol. 2, pp. 47–51.
Google Scholar

Özkan P., Süer S., Keser I.K., Kocakoç I.D. (2020), The effect of service quality and customer satisfaction on customer loyalty. The mediation of perceived value of services, corporate image, and corporate reputation, ‟International Journal of Bank Marketing”, vol. 38(2), pp. 384–405, https://doi.org/10.1108/ijbm-03-2019-0096
Google Scholar DOI: https://doi.org/10.1108/IJBM-03-2019-0096

Patterson P.G. (2007), Demographic correlates of loyalty in a service context, ‟Journal of Services Marketing”, vol. 21(2), pp. 112–121, https://doi.org/10.1108/08876040710737877
Google Scholar DOI: https://doi.org/10.1108/08876040710737877

Rodrigues L., Oliveira A., Rodrigues H. (2023), E-banking usage by Gen X, Y, and Z generations, [in:] T. Ahram, W. Karwowski (eds.), Application of Emerging Technologies, “AHFE Internetional”, vol. 115, pp. 234–246, http://doi.org/10.54941/ahfe1004320
Google Scholar DOI: https://doi.org/10.54941/ahfe1004320

Rosário A.T., Casaca J.A. (2025), Brand loyalty and generations X, Y, Z, ‟Journal of Ecohumanism”, vol. 4(2), pp. 1132–1151, http://doi.org/10.62754/joe.v4i2.6426
Google Scholar DOI: https://doi.org/10.62754/joe.v4i2.6426

Roszko-Wójtowicz E., Deep Sharma G., Dańska-Borsiak B., Grzelak M.M. (2024), Innovation-Driven E-Commerce Growth in the EU: An Empirical Study of the Propensity for Online Purchases and Sustainable Consumption, “Sustainability”, vol. 16(4), 1563, https://doi.org/10.3390/su16041563
Google Scholar DOI: https://doi.org/10.3390/su16041563

Roszko-Wójtowicz E., Deep Sharma G., Dańska-Borsiak B., Grzelak M.M. (2025), Social capital as a driver of e-commerce development: Evidence from European panel data analysis, “Equilibrium. Quarterly Journal of Economics and Economic Policy”, vol. 20(2), pp. 681–712, https://doi.org/10.24136/eq.3781
Google Scholar DOI: https://doi.org/10.24136/eq.3781

Ruixia L., Chein T.S. (2019), Analysing the Moderating Effects of Generational Cohorts on Brand Loyalty in the Malaysian Footwear Industry, “Jurnal Pengurusan”, vol. 56, pp. 73–84.
Google Scholar DOI: https://doi.org/10.17576/pengurusan-2019-56-07

Schewe C.D., Noble S.M. (2000), Market Segmentation by Cohorts: The Value and Validity of Cohorts in America and Abroad, ‟Journal of Marketing Management”, vol. 16(1–3), pp. 129–142, https://doi.org/10.1362/026725700785100479
Google Scholar DOI: https://doi.org/10.1362/026725700785100479

Selnes F. (1993), An Examination of the Effect of Product Performance on Brand Reputation, Satisfaction and Loyalty, ‟European Journal of Marketing”, vol. 27(9), pp. 19–35, https://doi.org/10.1108/03090569310043179
Google Scholar DOI: https://doi.org/10.1108/03090569310043179

Shams G., Rehman M.A., Samad S., Oikarinen E.L. (2020), Exploring customer’s mobile banking experiences and expectations among generations X, Y and Z, ‟Journal of Financial Services Marketing”, vol. 25(1), pp. 1–13.
Google Scholar DOI: https://doi.org/10.1057/s41264-020-00071-z

Shankar V., Smith A.K., Rangaswamy A. (2003), Customer satisfaction and loyalty in online and offline environments, ‟International Journal of Research in Marketing”, vol. 20(2), pp. 153–175, https://doi.org/10.1016/S0167-8116(03)00016-8
Google Scholar DOI: https://doi.org/10.1016/S0167-8116(03)00016-8

Sharma A., Gupta J., Gera L., Sati M., Sharma S. (2020), Relationship Between Customer Satisfaction and Loyalty, ‟Social Science Research Network”, http://doi.org/10.2139/ssrn.3913161
Google Scholar DOI: https://doi.org/10.2139/ssrn.3913161

Snarska A. (2015), Tworzenie wartości dla klienta i budowa doświadczeń klientów w sektorze bankowości detalicznej w Polsce, ‟Zeszyty Naukowe. Wydawnictwo Politechniki Śląskiej”, no. 77, pp. 177–201.
Google Scholar

Tasrif M., Agus Setiawan A., Purwo Saputro E., Kussudyarsana K. (2023), Application of the Technology Acceptance Model in Measuring Customer Satisfaction and Loyalty, ‟International Journal of Management Science and Information Technology”, vol. 3(1), pp. 84–92.
Google Scholar DOI: https://doi.org/10.35870/ijmsit.v3i1.1049

Tomić S., Leković K., Tadić J. (2019), Consumer behaviour: the influence of age and family structure on the choice of activities in a tourist destination, ‟Economic Research – Ekonomska istraživanja”, vol. 32(1), pp. 755–771, https://doi.org/10.1080/1331677X.2019.1579663
Google Scholar DOI: https://doi.org/10.1080/1331677X.2019.1579663

Toor A., Husnain M., Hussain T., Ali S., Shahid A. (2016), The Impact of E-Banking on Customer Satisfaction: Evidence from Banking Sector of Pakistan, ‟Journal of Business Administration Research”, vol. 5, pp. 27–40, https://doi.org/10.5430/jbar.v5n2p27
Google Scholar DOI: https://doi.org/10.5430/jbar.v5n2p27

Van der Westhuizen L.-M. (2018), Brand loyalty: Exploring self-brand connection and brand experience, ‟Journal of Product & Brand Management”, vol. 27(2), pp. 172–184, https://doi.org/10.1108/JPBM-07-2016-1281
Google Scholar DOI: https://doi.org/10.1108/JPBM-07-2016-1281

Vyas S. (2012), Impact of E-Banking on Traditional Banking Services, ‟International Journal of Computer Science and Communication Networks”, vol. 2, https://doi.org/10.48550/arXiv.1209.2368
Google Scholar

Widyanto W., Ariyani N. (2023), Technology Acceptance Model to Analyze Satisfaction and Loyalty of Users of Satuguru Blockchain-Based Online Media Platform, ‟International Journal of Educational Research & Social Sciences”, vol. 4(4), pp. 683–696.
Google Scholar

Williams K., Page R. (2011), Marketing to the Generations, ‟Journal of Behavioral Studies in Business”, vol. 3, pp. 37–52.
Google Scholar

Williams K., Page R., Petrosky A., Hernandez E. (2010), Multi-Generational Marketing: Descriptions, Characteristics, Lifestyles, and Attitudes, ‟Journal of Applied Business and Economics”, vol. 11, pp. 21–36.
Google Scholar

Wood L. (2004), Dimensions of brand purchasing behaviour: consumers in the 18–24 age group, ‟Journal of Consumer Behaviour”, vol. 4(1), pp. 9–24, https://doi.org/10.1002/cb.154
Google Scholar DOI: https://doi.org/10.1002/cb.154

Yadav G.P., Rai J. (2020), The Generation Z and their Social Media Usage: A Review and a Research Outline, ‟Global Journal of Enterprise Information System”, vol. 9(2), pp. 110–116.
Google Scholar DOI: https://doi.org/10.18311/gjeis/2017/15748

Zeithaml V.A., Berry L.L., Parasuraman A. (1996), The Behavioral Consequences of Service Quality, ‟Journal of Marketing”, vol. 60(2), pp. 31–46, https://doi.org/10.2307/1251929
Google Scholar DOI: https://doi.org/10.1177/002224299606000203

Związek Banków Polskich (2014), NetB@nk – Raport: Bankowość internetowa i płatności bezgotówkowe. IV kwartał 2014 r., Warszawa, https://zbp.pl/getmedia/82bf0564-415c-477c-9730-cc5c5fd582ec/Netbank_Q4_2014v3 [accessed: 10.05.2025].
Google Scholar

Związek Banków Polskich (2024), NetB@nk – Raport: Bankowość internetowa i płatności bezgotówkowe. IV kwartał 2024 r., Warszawa, https://zbp.pl/getmedia/b69a6dc2-7b10-41c4-b9c5-b90803191acd/Netbank_Q4_2024_1 [accessed: 10.05.2025].
Google Scholar