The Influence Of E-Banking Service Quality on Customer Loyalty: A Moderated Mediation Approach

Ullah, Nazim (2021): The Influence Of E-Banking Service Quality on Customer Loyalty: A Moderated Mediation Approach.

Abstract

Banks as a financial intermediary agent have a significant role in the development of the economy. The aim of the study is to examine the impact of EBSQ dimensions on the customer loyalty along with the mediation role of customer trust. The study has used primary method of data collection. A structural questionnaire has developed for 220 respondents from 5 commercial banks incorporated in Malaysia. To estimate data, SPSS software has been used. The findings imply that reliability, website design, customer service and support show statistically significant while privacy and security show negative impact on customer loyalty. While mediation role customer trust has significant impact on explaining relationship between EBSQ dimensions and customer loyalty. The study suggests a number of policy recommendations for the stakeholders.

• Item Type: MPRA Paper
• Language: English
• Keywords: Banks, EBSQ dimensions, SPSS and Malaysia
• Subjects: N - Economic History > N2 - Financial Markets and Institutions

References

AlMohaimmeed, B. M. (2012). Customer behaviour towards Internet banking: A study of the dormant users of Saudi Arabia (Doctoral dissertation, University of Birmingham).

Al-Shbiel, S. O., & Ahmad, M. A. (2016). A theoretical discussion of electronic banking in Jordan by integrating technology acceptance model and theory of planned behavior. International Journal of Academic Research in Accounting, Finance and Management Sciences, 6(3), 272-284.

Arcand, M., PromTep, S., Brun, I., & Rajaobelina, L. (2017). Mobile banking service quality and customer relationships. International Journal of Bank Marketing.

Bandura, A. (1977). Self-efficacy: toward a unifying theory of behavioral change. Psychological review, 84(2), 191. Bos, J., Basile, V., Evang, K., Venhuizen, N. J., & Bjerva, J. (2017). The groningen meaning bank. In Handbook of linguistic annotation (pp. 463-496). Springer, Dordrecht.

Chiguvi, D., & Guruwo, P. T. (2017). Impact of customer satisfaction on customer loyalty in the banking sector. International Journal of Scientific Engineering and Research (IJSER), 5(2), 55-63.

Dimyati, M., & Subagio, N. A. (2018). Customer trust as mediator in the creation of customer relationship intention. Management & Marketing. Challenges for the Knowledge Society, 13(1), 710-729.

Gerrard, P., & Cunningham, J. B. (2003). The diffusion of internet banking among Singapore consumers. International journal of bank marketing.

Gounaris, S., & Koritos, C. (2008). Investigating the drivers of internet banking adoption decision. International journal of bank marketing.

Grönroos, C. (1982). An applied service marketing theory. European journal of marketing.

Grönroos, C. (1991). The marketing strategy continuum: towards a marketing concept for the 1990s. Management decision.

Hair, J. F., Ringle, C. M., & Sarstedt, M. (2013). Partial least squares structural equation modeling: Rigorous applications, better results and higher acceptance. Long range planning, 46(1-2), 1-12.

Harasis, A. A., & Rasli, A. (2016). A Review of Theories Relevant to E-banking Usage Continuance. International review of management and marketing, 6(4S).

Hayes, A. F. (2009). Beyond Baron and Kenny: Statistical mediation analysis in the new millennium. Communication monographs, 76(4), 408-420.

Hill, F. (1997). The implications of service quality theory for British higher education: An exploratory longitudinal study. The Journal of General Education, 46(3), 207-231.

Hsu, M. H., & Chiu, C. M. (2004). Internet self-efficacy and electronic service acceptance. Decision support systems, 38(3), 369-381.

Igbaria, M., & Iivari, J. (1995). The effects of self-efficacy on computer usage. Omega, 23(6), 587-605.

Jayawardhena, C. (2004). Measurement of service quality in internet banking: the development of an instrument. Journal of Marketing Management, 20(1-2), 185-207.

Johnson-Hanks, J. (2018). When the Wages of Sin Is Death: Sexual Stigma and Infant Mortality in Sub-Saharan Africa. In International Handbook on Gender and Demographic Processes (pp. 153-165). Springer, Dordrecht.

Lau, A. S. (2002). Strategies to motivate brokers adopting on-line trading in Hong Kong financial market. Review of Pacific Basin Financial Markets and Policies, 5(04), 471-489.

Lazarus, R. S. (1991). Cognition and motivation in emotion. American psychologist, 46(4), 352.

Leninkumar, V. (2017). The relationship between customer satisfaction and customer trust on customer loyalty. International Journal of Academic Research in Business and Social Sciences, 7(4), 450-465.

Mun, Y. Y., & Hwang, Y. (2003). Predicting the use of web-based information systems: self-efficacy, enjoyment, learning goal orientation, and the technology acceptance model. International journal of human-computer studies, 59(4), 431-449.

Rahi, S., Abd Ghani, M., & Alnaser, F. M. (2017). The influence of e-customer services and perceived value on brand loyalty of banks and internet banking adoption: a structural equation model (SEM). The Journal of Internet Banking and Commerce, 22(1), 1-18.

Ramli, N. A. (2014). Three essays on capital structure determinants (Doctoral dissertation,Lincoln University). Rathmell, J. M. (1966). What is meant by services?. Journal of marketing, 30(4), 32-36.

Rawwash, H., Masad, F., Enaizan, O., Eneizan, B., Adaileh, M., Saleh, A., & Almestarihi, R. (2020). Factors affecting Jordanian electronic banking services. Management Science Letters, 10(4), 915-922.

Rucker, D. D., Preacher, K. J., Tormala, Z. L., & Petty, R. E. (2011). Mediation analysis in social psychology: Current practices and new recommendations. Social and Personality Psychology Compass, 5(6), 359-371.

Saccani, N., Visintin, F., & Rapaccini, M. (2014). Investigating the linkages between service types and supplier relationships in servitized environments. International Journal of Production Economics, 149, 226-238.

Shankar, A., & Jebarajakirthy, C. (2019). The influence of e-banking service quality on customer loyalty. International Journal of Bank Marketing.

Siringoringo, H. (2015). The theory of reasoned action of Islamic banking consumer behavior. International Journal of Research in Management Science and Technology, 3(5), 3501-3511.

Sivapalan, A., & Jebarajakirthy, C. (2017). An application of retailing service quality practices influencing customer loyalty toward retailers. Marketing Intelligence & Planning. Swartz, T. A., & Brown, S. W. (1989). Consumer and provider expectations and experiences in evaluating professional service quality. Journal of the Academy of Marketing Science, 17(2), 189-195.

Tan, M., & Teo, T. S. (2000). Factors influencing the adoption of Internet banking. Journal of the Association for information Systems, 1(1), 5.

Yaseen, S. G., & El Qirem, I. A. (2018). Intention to use e-banking services in the Jordanian commercial banks. International Journal of Bank Marketing.

Yoon, H. S., & Steege, L. M. B. (2013). Development of a quantitative model of the impact of customers’ personality and perceptions on Internet banking use. Computers in Human Behavior, 29(3), 1133-1141.

Zeithaml, V. A., Parasuraman, A., Berry, L. L., & Berry, L. L. (1990). Delivering quality service: Balancing customer perceptions and expectations. Simon and Schuster.

ZEWDU, H. (2019). ASSESSMENT OF THE CHALLENGES AND BENEFITS OF ATM BANKING SERVICE (THE CASE OF COMMERCIAL BANK OF ETHIOPIA) (Doctoral dissertation, st. mary's University).

Zhao, X., Lynch Jr, J. G., & Chen, Q. (2010). Reconsidering Baron and Kenny: Myths and truths about mediation analysis. Journal of consumer research, 37(2), 197-206.

Zhou, D., Song, Y., Liu, Y., & Blaabjerg, F. (2018). Mission profile based reliability evaluation of capacitor banks in wind power converters. IEEE Transactions on Power Electronics, 34(5), 4665-4677.