Unravelling E-Service Quality in E-Banking: Pathways to E-Satisfaction and E-Loyalty

Abstract

This research aims to investigate the quality of electronic banking (e-banking) services and their impact on electronic satisfaction (e-satisfaction) and electronic loyalty (e-loyalty). A complete examination of the literature on service quality, e-banking, and customer satisfaction was conducted to develop a conceptual framework for the study. The study employed a survey method to collect data from 400 e-banking customers, and structural equation modeling was employed to analyze the data. The results disclose that e-service quality positively influences e-satisfaction and e-loyalty. Moreover, e-satisfaction is the mediator in relationship between e-service quality and e-loyalty. The work donates to the present literature by highlighting the importance of e-service quality in enhancing customer satisfaction and loyalty within the e-banking sector. The results have substantial implications for e-banking managers and policymakers, as they can utilize the results to enhance the service quality and improve satisfaction of customer and loyalty.