By Banphot Vatanasombut, Antonis C. Stylianou, Magid Igbaria
Communications of the ACM,
Vol. 47 No. 6, Pages 64-70
When there's a worldwide marketplace available at your customers' fingertips, maintaining a dedicated following is a tremendous challenge. A recent study of a leading bank's online services illustrates what it takes to keep novice and sophisticated users happy and loyal.
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