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

Author

Listed:
  • Ullah, Nazim

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.

Suggested Citation

  • Ullah, Nazim, 2021. "The Influence Of E-Banking Service Quality on Customer Loyalty: A Moderated Mediation Approach," MPRA Paper 108577, University Library of Munich, Germany, revised 01 Mar 2021.
    • Handle: RePEc:pra:mprapa:108577
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    References listed on IDEAS

    as
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    5. Xinshu Zhao & John G. Lynch & Qimei Chen, 2010. "Reconsidering Baron and Kenny: Myths and Truths about Mediation Analysis," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 37(2), pages 197-206, August.
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    More about this item

    Keywords

    Banks; EBSQ dimensions; SPSS and Malaysia;
    All these keywords.

    JEL classification:

    • N2 - Economic History - - Financial Markets and Institutions

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    This paper has been announced in the following NEP Reports:

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