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A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector

Author

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  • S. Ananda

    (College of Banking and Financial Studies)

  • Raghavendra Prasanna Kumar

    (Davanagere University)

  • Dharmendra Singh

    (Modern College of Business Sciences)

Abstract

This study examines the linkage between service quality, customer satisfaction, and customer engagement in Indian public sector banks. The study explored the mediating role of customer satisfaction between perceived service quality and customer engagement. Primary data were collected through a structured questionnaire from the two hundred and fifty respondents. Hierarchical multiple regression is used to find out the mediation effect. The study found that customer satisfaction mediates service quality and customer engagement. The study's findings provide new insights for the banking sector to enhance customer satisfaction and engagement.

Suggested Citation

  • S. Ananda & Raghavendra Prasanna Kumar & Dharmendra Singh, 2023. "A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector," Journal of Financial Services Marketing, Palgrave Macmillan, vol. 28(3), pages 570-584, September.
    • Handle: RePEc:pal:jofsma:v:28:y:2023:i:3:d:10.1057_s41264-022-00160-1
    DOI: 10.1057/s41264-022-00160-1
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    References listed on IDEAS

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