E-banking quality and customer loyalty: The mediating role of customer satisfaction

Q1 Social Sciences

Banks and Bank Systems Pub Date : 2023-06-09 DOI:10.21511/bbs.18(2).2023.15

Ephrem Habtemichael Redda

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引用次数: 0

Abstract

Attaining customer satisfaction and loyalty is seen as a prerequisite for successful bank management. The purpose of the study is to identify and explain the mechanism through which e-banking quality is related to loyalty by including satisfaction as a mediating variable in South Africa. The study adopts a descriptive research design and a quantitative mediation analysis. The data collected through SurveyMonkey comprised a sample of 310 participants who used online banking. The results of the mediation analysis confirm that e-banking quality has a considerable and positive effect on customer satisfaction, which in turn has a significant and positive effect on loyalty in e-banking. The direct effect of e-banking quality on loyalty is also confirmed. Furthermore, the study’s findings show that the quality of e-banking has a significant and favorable indirect effect on loyalty, as mediated by customer satisfaction. Because the direct effect of e-banking quality on loyalty remained significant after the satisfaction intervention/mediation in the model, the mediation is regarded as partial. The findings of this study offer essential marketing guidance for banking professionals who design and implement e-banking solutions for their customers.

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电子银行质量与客户忠诚:客户满意度的中介作用

获得客户满意度和忠诚度被视为成功管理银行的先决条件。本研究的目的是通过在南非将满意度作为中介变量来识别和解释电子银行质量与忠诚度相关的机制。本研究采用描述性研究设计和定量中介分析。通过SurveyMonkey收集的数据包括310名使用网上银行的参与者。中介分析结果证实，电子银行质量对客户满意度有显著的正向影响，而客户满意度又对电子银行忠诚度有显著的正向影响。电子银行质量对忠诚度的直接影响也得到了证实。此外，研究结果表明，电子银行的质量对忠诚度有显著和有利的间接影响，以客户满意度为中介。由于在模型中加入满意度干预/中介后，电子银行质量对忠诚度的直接影响仍然显著，因此中介作用被认为是局部的。本研究的结果为为客户设计和实施电子银行解决方案的银行专业人员提供了重要的营销指导。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Banks and Bank Systems Social Sciences-Law

CiteScore

2.60

自引率

0.00%

发文量

审稿时长

11 weeks

期刊介绍： The journal focuses on the results of scientific researches on monetary policy issues in different countries and regions all over the world. It also analyzes the activities of international financial organizations, central banks, and bank institutions. Key topics: -Monetary Policy in Different Countries and Regions; -Monetary and Payment Systems; -International Financial Organizations and Institutions; -Monetary Policy of Central Banks; -Organizational Structure, Functions and Activities of Central Banks; -State Policy and Regulation of Banking; -Bank Competitiveness; -Banks at the Financial Markets; -Bank Associations and Conglomerates; -International Payment Systems; -Investment Banking; -Financial Risks and Risk Management in Banks; -Capital and Ownership Structure, Bankruptcy and Liquidation, Mergers and Acquisitions of Banks; -Corporate Governance and Goodwill; -Personnel Management in Banks; -Econometric, Statistical Methods; Econometric Modeling of Bank Activities; -Bank Ratings.