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Performance of online banking and direct effect of service quality on consumer retention and credibility of consumer and mediation effect of consumer satisfaction

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  • Syed Mohd Minhaj
  • M. Altaf Khan

Abstract

The purpose of this study is to assess the present status of online banking in India. This research paper is an attempt to identify the effect of online banking service quality on consumer retention and the credibility of consumers in India. The data was collected using Google Forms via an online questionnaire with a sample size of 176 respondents. A quota sampling technique was used; structure equation modelling (SEM), convergent and discriminant validity, and model fitness were achieved through Smart PLS 3. The findings reveal that service quality has a significant direct effect on consumer retention, credibility of consumers, and consumer satisfaction, with a significant mediation effect of consumer satisfaction on consumer retention and credibility of consumers.

Suggested Citation

  • Syed Mohd Minhaj & M. Altaf Khan, 2025. "Performance of online banking and direct effect of service quality on consumer retention and credibility of consumer and mediation effect of consumer satisfaction," International Journal of Business Information Systems, Inderscience Enterprises Ltd, vol. 49(4), pages 473-490.
    • Handle: RePEc:ids:ijbisy:v:49:y:2025:i:4:p:473-490
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