The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention

Evidence From the Qatar Banking Sector

Bibliographic Data

ID3357550
AuthorsShakila Khatoon (0000-0001-9380-1904, Jilin University, corresponding author), Xu Zhengliang, Zhengliang Xu (Jilin University), Hamid Hussain (0000-0001-9751-1787, Dongbei University of Finance and Economics)
Year2020
Volume10
Issue2
Publication date2020-04-01
Peer ReviewedYes
Open AccessYes
TypeARTICLE
VenueSAGE Open (JOURNAL)
Journal identifiersISSN: 2158-2440 • E-ISSN: 2158-2440
PublisherSAGE Publications Inc (PUBLISHER)
DOI10.1177/2158244020935887
OpenAlexW3037595300
LanguageEN
Citations received15
References cited51

This study investigates the relationship between the dimensions of electronic (E)-banking service quality and customer purchasing intentions with the mediating role of customer satisfaction. Data were collected from employees and customers, working in different banks of Qatar through a validated closed-ended questionnaire from a sample of 235. Correlation analysis and regression analysis were implied to the obtained data to test the study hypothesis, and the report provided accurate results as per our expectations. The results of the study indicate that reliability, efficiency, responsiveness, communication, security, and privacy have a significant and positive impact on customer purchasing intentions. Customer purchasing intentions are significantly increased when the customers are satisfied with E-banking service quality. The mediating role of customer satisfaction was established for E-banking service quality and customer purchase intentions. Customer satisfaction tested as a mediator has shown a partial impact on the relationship between information technology (IT), E-banking service quality, and customer purchasing intentions. This study has significantly contributed to the area of research primarily within the domain of behavioral finance. The study also provides significant implications for academicians and practitioners

Business · Customer advocacy · Customer delight · Customer Equity · Customer retention · Customer satisfaction · Purchasing · Service quality · Structural equation modeling · Computer Science · Consumer Behavior and Marketing Influence · Customer Service Quality and Loyalty · Technology Adoption and User Behaviour · Marketing

Tools

Open DOIOpen Access