Lic disputation with Mustafa Nourallah

On January 24th, Mustafa Nourallah will complete his licentiate degree in business administration. His thesis describes and analyzes young bank customers' perceptions of mobile banking applications in terms of loyalty.

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Practical information:

The seminar will be held on January 24, and start at 13.15, in L.111 at Campus Sundsvall. The seminar will be held in English.

Opponent:

  • Pejvak Oghazi. Professor in Business Studies at Södertörn University, School of Social Sciences.

Summary:

This thesis investigates young bank customer (YBC) perceptions of loyalty in the context of mobile bank applications (MBAs), including loyalty antecedents and the consequences of loyalty. A first study investigates the relationships between cognitive, affective, and conative antecedents, on one hand, and loyalty, on the other. A second study investigates the relationships between usability, responsiveness and reliability, and customer satisfaction, on one hand, and loyalty, on the other.

The thesis employs a theoretical framework describing customer loyalty in the MBA context. An electronic questionnaire was sent to 500 YBCs in the Mid Sweden region (146 completed questionnaires were received), and confirmatory factor analysis and structural equation modelling were employed to test and develop a measurement model from the responses. Synthesizing the results of the studies performed suggests a model of MBA loyalty from the YBC perspective. The model indicates that cognitive and usability antecedents are significantly related to customer satisfaction, which in turn is significantly related to attitudinal and behavioural loyalty. Despite some limitations, the thesis has novel implications for theory and practice regarding YBC perceptions of MBAs.

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Contact

Mustafa Nourallah

Doktorand|Doctoral Student

010-142 79 75