IDEAS home Printed from https://ideas.repec.org/a/ids/ijemre/v18y2026i1p1-37.html

Customer experience dimensions as a linking apparatus between service quality and word of mouth in multichannel banking context

Author

Listed:
  • Nidhi Verma
  • Mandeep Kaur

Abstract

India is on the cusp of the digital revolution. The rising internet and smartphone penetration have altered the digital DNA of India. With the global push toward digitisation, the banking industry has advanced to multichannel banking. In light of this context, the article aims to establish the relationship among service quality, dimensions of customer experience, and word of mouth. Social exchange theory and the SOR model provide strong support for the relationship between the variables. The analysis has been based on 834 multichannel bank customers in Punjab. The PLS-SEM-SEM.0.8.7 software package has been employed to apply CFA and SEM for analysing the data. A certain complementary matrix, such as PLS-predict, has also been referred to check the results' robustness. The findings revealed a significant relationship among service quality, dimensions of customer experience, and WOM in both traditional and electronic banking contexts. Further, the author tried to gauge the role of CE dimensions as a linking apparatus between service quality and WOM.

Suggested Citation

  • Nidhi Verma & Mandeep Kaur, 2026. "Customer experience dimensions as a linking apparatus between service quality and word of mouth in multichannel banking context," International Journal of Electronic Marketing and Retailing, Inderscience Enterprises Ltd, vol. 18(1), pages 1-37.
    • Handle: RePEc:ids:ijemre:v:18:y:2026:i:1:p:1-37
    as

    Download full text from publisher

    File URL: https://www.inderscience.com/link.php?id=155071
    Download Restriction: Access to full text is restricted to subscribers.
    ---><---

    As the access to this document is restricted, you may want to

    for a different version of it.

    More about this item

    Keywords

    ;
    ;
    ;
    ;
    ;
    ;

    Statistics

    Access and download statistics

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:ids:ijemre:v:18:y:2026:i:1:p:1-37. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sarah Parker (email available below). General contact details of provider: http://www.inderscience.com/browse/index.php?journalID=43 .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.