... to survey 123 online banking customers who have experienced at least one non‐routine encounter while conducting online banking. Structural equation modeling and a multi‐regression analysis were utilized to assess the relationships among the constructs. Findings Service recovery was shown to be directly...

...Luc Honore Petnji Yaya; Frederic Marimon; Marti Casadesus Purpose The purpose of this paper is to investigate whether ISO 9001 certification by banks affects customers' perceptions of e‐service quality (and hence customer satisfaction and loyalty) in online banking services. In pursuit...