Customer Satisfaction with Digital Banking in India: Exploring the Mediating Role of Demographic Factors

Kamboj, Neha; Singh, Gurcharan

doi:10.17010/ijcs/2018/v3/i2/123214

Cited by 5 publications

(10 citation statements)

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“…As expected, the study found that customer satisfaction has a direct positive effect on customer loyalty. This finding complements the existing body of literature on this phenomenon (Abd-El- Salam et al, 2013;Asongu et al, 2020;Chiguvi & Guruwo, 2017;Kamboj & Singh, 2018;Thakur, 2014).…”

Section: Theoretical Implicationssupporting

confidence: 88%

“…Furthermore, successful banks are dependent on a strong base of satisfied and loyal customers . The general agreement in the literature confirms a positive relationship between customer satisfaction and customer loyalty (Abd-El- Salam et al, 2013;Asongu et al, 2020;Chiguvi & Guruwo, 2017;Kamboj & Singh, 2018;Thakur, 2014). A study by Akbar and Parvez (2009) to establish the impact of service quality, trust, and customer satisfaction on customer loyalty found that customer satisfaction influences customer loyalty.…”

Section: Development Of Research Hypotheses and Research Modelmentioning

confidence: 65%

“…The effect of customer satisfaction on loyalty is stronger in less educated than consumers that are more educated Prior studies have shown that customer satisfaction has a positive relationship with customer loyalty (Asongu et al, 2020;Kamboj & Singh, 2018). The impact of income on consumer purchase decisions is significant.…”

Section: H 5: the Effect Of Customer Satisfaction On Loyalty Is Stronger In Older Than Younger Consumersmentioning

confidence: 98%

“…Chauhan et al (2016) stressed the importance of demographics in marketing research. Demography influences customers' decision making (Kamboj & Singh, 2018;Olasina, 2015). Similarly, the buying decision-making process within the banking sector is highly dependent on such factors as gender, age, income and education of the respondents (Chawla & Joshi, 2017).…”

Section: Demographic Factorsmentioning

confidence: 99%

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Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Chikazhe

Makanyeza

Chigunhah

2021

Cogent Business & Management

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Customer satisfaction, loyalty and corporate image play a critical role in improving loyalty within the banking sector. The current study examines the mediators and moderators of the effect of customer satisfaction on loyalty. Data were collected from bank customers (n = 308) using a structured questionnaire through a cross-sectional survey in Chinhoyi, Zimbabwe. Data were analysed using structural equation modelling and moderated regression analyses. Customer satisfaction has a direct positive effect on customer loyalty. Service quality and corporate image were each found to partially mediate the effect of customer satisfaction on customer loyalty. Gender, age, education and income were found not to moderate the effect of customer satisfaction on loyalty. Thus, this study extends the extant services marketing literature by examining the mediators and moderators of the customer satisfaction-customer loyalty relationship within the banking sector. As a result, banks are encouraged to consider customer satisfaction, service quality and image altogether when trying to influence customer loyalty.

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Section: Theoretical Implicationssupporting

confidence: 88%

Section: Development Of Research Hypotheses and Research Modelmentioning

confidence: 65%

Section: H 5: the Effect Of Customer Satisfaction On Loyalty Is Stronger In Older Than Younger Consumersmentioning

confidence: 98%

Section: Demographic Factorsmentioning

confidence: 99%

See 2 more Smart Citations

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Chikazhe

Makanyeza

Chigunhah

2021

Cogent Business & Management

View full text Add to dashboard Cite

show abstract

“…The theoretical findings in the current study complement those in the existing body of literature related to the overall service quality area, such as Abd-El-Salam et al (2013), Asongu et al (2020), Chiguvi and Guruwo (2017), Kamboj and Singh (2018), Thakur (2014) and Chikazhe et al (2021). The study’s contribution to theory indicated the necessity of using overall service to predict attitudinal and behavioural loyalty.…”

Section: Theoretical Implicationssupporting

confidence: 79%

Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe

Nyagadza

Mazuruse

Muposhi

et al. 2022

TRC

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The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics

Manyanga

Makanyeza

Muranda

2022

Cogent Business & Management

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Customer Satisfaction with Digital Banking in India: Exploring the Mediating Role of Demographic Factors

Cited by 5 publications

References 0 publications

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Understanding mediators and moderators of the effect of customer satisfaction on loyalty

Effect of hotel overall service quality on customers’ attitudinal and behavioural loyalty: perspectives from Zimbabwe

The effect of customer experience, customer satisfaction and word of mouth intention on customer loyalty: The moderating role of consumer demographics

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