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In pursuit of this objective, the study also investigates: the validity of a modified scale for measuring e\u2010service quality in online banking services; and the factors that might influence customer satisfaction and loyalty in the context of online banking services (and the possible mediating\/moderating effects of customer satisfaction on the relationship between service quality and customer loyalty).<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Design\/methodology\/approach<\/jats:title><jats:p>An online survey is conducted among 428 customers of online banking services in Spain. Exploratory factor analyses, multi\u2010regression analyses, and Mann\u2010Whithney U\u2010tests are utilised to assess the proposed modification of the E\u2010S\u2010QUAL scale; the relationships among the constructs of service quality, satisfaction, and loyalty; and whether ISO 9001 certification affects customers' perceptions of e\u2010service quality (and hence satisfaction and loyalty).<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Findings<\/jats:title><jats:p>Three of the four dimensions of the modified E\u2010S\u2010QUAL scale are confirmed, and all have a positive impact on customer satisfaction, which, in turn, significantly influences e\u2010loyalty. The mediating\/moderating role of satisfaction on the relationship between service quality and loyalty is confirmed. Contrary to the research hypothesis, ISO 9001 certification does not seem to influence customers' perceptions of e\u2010service quality.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Practical implications<\/jats:title><jats:p>Managers should consider ISO 9001 certification, even if only for the internal benefits that it promises to provide. Managers must ensure superior e\u2010service quality (especially with regard to \u201cefficiency\u201d) if they wish to promote customer satisfaction and loyalty.<\/jats:p><\/jats:sec><jats:sec><jats:title content-type=\"abstract-heading\">Originality\/value<\/jats:title><jats:p>This paper is one of the first to investigate the impact of ISO 9001 certification on customers' perceptions of e\u2010service quality. However, the study is limited to a particular sector in a particular country.<\/jats:p><\/jats:sec>","DOI":"10.1108\/02635571111170767","type":"journal-article","created":{"date-parts":[[2011,8,27]],"date-time":"2011-08-27T07:32:19Z","timestamp":1314430339000},"page":"1194-1213","source":"Crossref","is-referenced-by-count":66,"title":["Customer's loyalty and perception of ISO 9001 in online banking"],"prefix":"10.1108","volume":"111","author":[{"given":"Luc","family":"Honore Petnji Yaya","sequence":"first","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Frederic","family":"Marimon","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]},{"given":"Marti","family":"Casadesus","sequence":"additional","affiliation":[],"role":[{"role":"author","vocabulary":"crossref"}]}],"member":"140","reference":[{"key":"key2022031520263983200_b1","doi-asserted-by":"crossref","unstructured":"Akinci, S., Atilgan\u2010Ina, E. and Aksoy, S. 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