An Emerging -Banking Model

Although many believe that a successful site will result in minimal customer support requests, this has not been the experience of many successful internet firms (i.e. Everdream.com, Amazon.com, LandsEnd.com etc.), which have 

Trust is, of course, a more general concept relating to the ability of the firm to deliver its promise (Berry, 1995). Thus, a well executed experience 

The primary antecedent of trust is customer loyalty, which has well been discussed in the literature as a driver of long term profitability and growth (Reicheld, 1996 Heskett et al., 1997). Today, the exploration of the construct in e-banking, including its drivers and antecedents, and its various sub-dimensions (i.e. attitudinal and behavioral loyalty) is at best in its infancy. Despite, however, the dearth of relevant literature specific to c-banking, -loyalty is considered by both academics and practitioners as the most important driver of long term growth and profitability (Reichheld and Schefter, 2000). 

---