The mediating effect of customer satisfaction on the relationship between digital banking service quality and customer loyaltytitle
The prevalent rapid changes in the banking service environment are highly competitive and are compelling these banks to focus on digitization to improve their services and product delivery to satisfy the customer's new needs and expectations. Hence, in alignment with these new needs and e...
Saved in:
| Main Author: | |
|---|---|
| Format: | Thesis |
| Language: | English English English |
| Published: |
2021
|
| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/8269/1/24p%20KHATTAB%20IBRAHIM%20HADID.pdf http://eprints.uthm.edu.my/8269/2/KHATTAB%20IBRAHIM%20HADID%20COPYRIGHT%20DECLARATION.pdf http://eprints.uthm.edu.my/8269/3/KHATTAB%20IBRAHIM%20HADID%20WATERMARK.pdf |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Summary: | The prevalent rapid changes in the banking service environment are highly competitive
and are compelling these banks to focus on digitization to improve their services and
product delivery to satisfy the customer's new needs and expectations. Hence, in
alignment with these new needs and expectations, this study has been done to
investigate the effect of customer satisfaction on the relationship between digital
banking service quality and customer loyalty. The research employed a stratified
sample method and generated its data using the quantitative approach. The data were
collected via the acquired, developed, and validated questionnaire. A total of 384
customers from five major commercial banks in Malaysia responded to the survey.
The data were then analyzed using the Partial Least Square Structural Equation
Modelling (PLS-SEM) SmartPLS software. Measurement and structural models were
assessed for adequate validity and reliability. The findings revealed that digital
banking service quality factors comprising reliability, tangibility, responsiveness
assurance, and empathy are all positively related to customer loyalty (p<0.05), with
the exception of empathy; and to customer satisfaction at p<0.05 with the exception of
responsiveness. Meanwhile, customer satisfaction shows a mediating effect on the
relationship between reliability, tangibility, empathy, responsiveness assurance, and
customer loyalty. The study concluded that digital banking service quality positively
and significantly affects customer satisfaction and loyalty in the commercial banking
sector. It implies that digital banking services must have modern and effective
equipment for processing data and transactions, and the ease of use needs to be
designed and built into the digital banking services systems platforms. In addition, an
effective digital banking operations tool in the infrastructure platform for digital
banking services is essential to ensure that customers can access them quickly and
safely. |
|---|