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Zeithaml, V.A., Parasuraman, A. and Malhotra, A. (2002) An Empirical Examination of the Service Quality-Value-Loyalty Chain in an Electronic Channel. Working Paper, University of North Carolina, Chapel Hill.

has been cited by the following article:

• TITLE: Determinants of Online Banking Adoption among Ghanaian University Students

  AUTHORS: Benjamin B. Angenu, Fedelis Quansah, Abednego F. Okoe

  KEYWORDS: Ghana, Internet Banking, Internet Adoption, Customer Loyalty

  JOURNAL NAME: Journal of Service Science and Management, Vol.8 No.2, April 1, 2015

  ABSTRACT: The objective of this study is to determine bank customers’ awareness of Internet banking and the effect of trust and customer loyalty on Internet banking adoption intentions. The study employed the survey research design. The population of the study consisted of university students in Ghana. The convenience sampling technique was used to select the respondents. Data were analysed using multiple regression. The findings indicate that the respondents are aware of Internet banking. Additionally, the study found awareness, trust and customer loyalty as antecedents of Internet banking adoption. Recommendations have been provided at the end of the study.