Abstract—The current research paper proposes two models for the determinants of E-banking Loyalty for large business customers. The results demonstrated that five main quality dimensions were identified for the e-banking portals: assurance, reliability, convenience and quality monitoring by the financial director of the company. The results also confirm that e-banking quality has a strong impact on e-banking loyalty via the mediating effect of e-trust and switching costs have strong a impact on e-banking loyalty. Further our findings also suggest that interpersonal relationships generated between the bank manager and the decision maker of the company have a strong impact on the perceptions of service quality in online banking, and will also affect positively E-Banking Loyalty. Index Terms—Banking, e-loyalty, e-banking quality. I. INTRODUCTION A large number of research studies have focused on analysing the determinants of bank loyalty in retail banking. However, there is limited research related to investigation of loyalty determinants in business banking in online environments, especially for medium/large banking customers. The current research investigates the main determinants of e-banking loyalty for this important and profitable bank segment in Portugal. Despite the low percentage of large companies in Portugal these organisations are generating a large percentage of the national turnover in the country. Also an important issue is that substantial differences exist between how the banks interact with SMEs and large organisations. The high competence and the specified advanced needs of the larger companies characterize the exchange with banks. The movement of customers from traditional branch banking to stand-alone forms of banking via the internet, telephone and mobile devices means a shift from personal relationships and face-to-face contacts to faceless digital relationships. The high cost of acquiring new e-customers can lead to unprofitable customer relationships for the first three years. As a consequence, it is critical for online companies to create a customer loyal base, as well as to monitor the profitability of each segment. Despite the growth of internet banking, many investigations also demonstrated that corporate banking customers still prefer personal relationships as the Manuscript received November 16, 2012; revised January 17, 2013. This work was supported in part by the FCT- Fundação para a Ciencia e Tecnología- Projecto Estratégico PEst-OE/CED/UI4016/2011. A. Fragata is with CI&DETS – Polythecnic Institute of Viseu – Portugal (e-mail: afragata@estgl.ipv.pt). E. Moustakas is with Faisal University in Al Hassa – Saudi Arabia (e-mail:vmoustakas@gmail.com). principal means of communication and exchange between bank and client firm. II. LITERATURE REVIEW The most important step in providing a sophisticated level of service through e-banking portals is to identify and measure the dimensions of portal quality. A major determinant of e-banking loyalty is the perception of service provided by the website of the bank. E-banking Service Quality is defined as the overall customer evaluations and judgments regarding the excellence and quality that influences consumption decisions in the context of electronic banking [1]. For this study we considered seven e-banking quality dimensions for the business customers. These dimensions will be briefly discussed: 1) Product variety. Online customers are more inclined to patronize firms which offer a substantial variety of services. The primary reason for this choice is that it is more likely that their diverse needs can be fulfilled [2]. 2) Assurance. It is defined as the customer’s perceived security and privacy when using the e-tailers services. Security concerns the risk of third parties obtaining critical information about the customer, whereas privacy relates to the concern about the potential misuse of personal information by marketers [3]. 3) Responsiveness. Is defined as the speed, timeliness, and convenience of service delivery [1]; Customers expect online banks to respond to their inquires promptly [4]. 4) Accuracy. Means operational precision [4], making the content and the interface of the bank’s web site, and online transactions free of error [1]. 5) Reliability. It is the ability of the Internet bank to perform the promised service dependably and accurately [1], and the ability of the web site to fulfil orders correctly, deliver promptly and keep personal information secures [5]. 6) Convenience. Since individuals can use e-banking over the Internet at any time in any properly equipped location, the quality attribute of time and location convenience is likely to be significant in differentiating it from traditional retail banking [4]. 7) Overall E-banking Quality. Evaluation for the overall quality of the main online bank used by the decision maker of the company. Trust has been identified as key to e-commerce, because it is crucial wherever risk, uncertainty and interdependence exist. Customers are reluctant to adopt e-banking because of security and privacy concerns and trust related issues. Thus, the lack of customers trust both in the attributes of the bank Investigating the Determinants of e-Banking Loyalty for Large Business Customers: Two Empirical Models A. Fragata and E. Moustakas 204 DOI: 10.7763/JOEBM.2013.V1.44 Journal of Economics, Business and Management, Vol. 1, No. 2, May 2013