In this paper, we present a conceptual framework that helps to assess the impacts of Information Technology on customer loyalty in retail banking. We begin by identifying the antecedents of customer loyalty. We then suggest how Electronic Banking impacts these antecedents. Based on our analysis, we suggest that although Electronic Banking may increase customer satisfaction, it may, nevertheless, lead to lower levels of customer loyalty. We believe that this may occur because Electronic Banking reduces the amount of customer-bank personnel face-to-face interaction, which will negatively affect banks’ ability to generate trust.
Tomiuk, Daniel B. and Pinsonneault, Alain, "Electronic Banking and Customer Loyalty: A Conceptual Assessment" (2000). AMCIS 2000 Proceedings. 61.