IDEAS home Printed from https://ideas.repec.org/a/ids/ijpmbe/v21y2025i1p43-63.html
   My bibliography  Save this article

Ethical culture, employee ethical behaviour and customer perceived ethicality in banking industry: a multiple mediation model

Author

Listed:
  • Swati Soni
  • Gunjan Sharma
  • Priyansh Singh Yadav
  • Sanjeet Singh
  • Rajveer Singh Thakur
  • Umang Sharma
  • Ahmed Alkhayyat

Abstract

This study aims to analyse the relationships between ethical culture (EC), employee ethical behaviour (EEB) and its outcome customer attitude (CA), customer experience (CE) and customer satisfaction (CS) that shape customer perceived ethicality (CPE) in the banking sector. This study collects data from 358 banking customers in Delhi and tests the proposed hypothesis using PLS algorithm along with bootstrapping method. Results showed that EC has a positive influence on EEB. Further, EEB contributes to CA, CE and CS. Moreover, CA, CE and CS have a positive influence on CPE. Also based on mediating analysis results, CA, CE and CS mediate in between EEB and CPE. Although EC and EEB are receiving empirical attention in the banking industry, little is known about its outcomes that shape CPE. Hence, this research extends previous studies using social learning theory, social exchange theory and attribution theory to fill these research gaps and proposes a conceptual model for the banking industry on the CPE.

Suggested Citation

  • Swati Soni & Gunjan Sharma & Priyansh Singh Yadav & Sanjeet Singh & Rajveer Singh Thakur & Umang Sharma & Ahmed Alkhayyat, 2025. "Ethical culture, employee ethical behaviour and customer perceived ethicality in banking industry: a multiple mediation model," International Journal of Process Management and Benchmarking, Inderscience Enterprises Ltd, vol. 21(1), pages 43-63.
    • Handle: RePEc:ids:ijpmbe:v:21:y:2025:i:1:p:43-63
    as

    Download full text from publisher

    File URL: http://www.inderscience.com/link.php?id=147987
    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:ijpmbe:v:21:y:2025:i:1:p:43-63. 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=95 .

    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.