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...

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Main Author:	Hadid, Khattab Ibrahim
Format:	Thesis
Language:	English English English
Published:	2021
Subjects:	T Technology (General)
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
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spelling	my-uthm-ep.82692023-02-07T03:42:34Z The mediating effect of customer satisfaction on the relationship between digital banking service quality and customer loyaltytitle 2021-01 Hadid, Khattab Ibrahim T Technology (General) 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. 2021-01 Thesis http://eprints.uthm.edu.my/8269/ http://eprints.uthm.edu.my/8269/1/24p%20KHATTAB%20IBRAHIM%20HADID.pdf text en public http://eprints.uthm.edu.my/8269/2/KHATTAB%20IBRAHIM%20HADID%20COPYRIGHT%20DECLARATION.pdf text en staffonly http://eprints.uthm.edu.my/8269/3/KHATTAB%20IBRAHIM%20HADID%20WATERMARK.pdf text en validuser mphil masters Universiti Tun Hussein Onn Malaysia Fakulti Pengurusan Teknologi dan Perniagaan
institution	Universiti Tun Hussein Onn Malaysia
collection	UTHM Institutional Repository
language	English English English
topic	T Technology (General)
spellingShingle	T Technology (General) Hadid, Khattab Ibrahim The mediating effect of customer satisfaction on the relationship between digital banking service quality and customer loyaltytitle
description	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.
format	Thesis
qualification_name	Master of Philosophy (M.Phil.)
qualification_level	Master's degree
author	Hadid, Khattab Ibrahim
author_facet	Hadid, Khattab Ibrahim
author_sort	Hadid, Khattab Ibrahim
title	The mediating effect of customer satisfaction on the relationship between digital banking service quality and customer loyaltytitle
title_short	The mediating effect of customer satisfaction on the relationship between digital banking service quality and customer loyaltytitle
title_full	The mediating effect of customer satisfaction on the relationship between digital banking service quality and customer loyaltytitle
title_fullStr	The mediating effect of customer satisfaction on the relationship between digital banking service quality and customer loyaltytitle
title_full_unstemmed	The mediating effect of customer satisfaction on the relationship between digital banking service quality and customer loyaltytitle
title_sort	mediating effect of customer satisfaction on the relationship between digital banking service quality and customer loyaltytitle
granting_institution	Universiti Tun Hussein Onn Malaysia
granting_department	Fakulti Pengurusan Teknologi dan Perniagaan
publishDate	2021
url	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
_version_	1776103314831704064

The mediating effect of customer satisfaction on the relationship between digital banking service quality and customer loyaltytitle

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