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The aim of this study is to investigate and compare the main determinants of Banking Loyalty for
Business Banking customers in an offline and online environment. The results showed that the major
driver of Banking Loyalty in an offline environment is Perceived Service Quality. Satisfaction and
Image overlap the last construct and business customers do not perceive Switching Costs. In an online
context E-Banking Service Quality affects E-Banking Loyalty, E-Satisfaction and Image overlap the
last construct, E-Banking Service Quality has a strong impact on E-Trust and Perceived Switching Costs
has a strong impact on E-Banking Loyalty.
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Palavras-chave
Loyalty Banking Internet Perceived Service Quality Satisfaction Trust