Munich Personal RePEc Archive

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.

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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.

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