E-banking Customer Satisfaction and Loyalty: Evidence from Serial Mediation through Modified E-S-QUAL Model and Second-Order PLS-SEM

Abstract

This research aims to measure the service quality of e-banking through e-customer satisfaction & e-customer loyalty in the Islamic e-banking sector of Pakistan. For this purpose, we modified the multiple-item scale (E-S-QUAL) model with two new dimensions: availability of online system and personal needs of customers. Additionally, we added two mediators, for instance, religiosity and trust in the Islamic e-banking perspective. We have collected 674 responses from the consumers of the Islamic banking sector of Pakistan through a structured questionnaire. The data were analysed through second-order PLS-SEM (PLS-structural equation modeling) to examine direct and serial mediation. The direct relationship results showed a positive and compelling effect of modified E-S-QUAL dimensions on e-customer satisfaction. Additionally, the e-customer satisfaction has an affirmative and significant association with e-customer loyalty. Moreover, the serial mediation relationship results exhibited that the e-customer satisfaction, trust, and religiosity mediated the modified dimensions of the E-S-QUAL model and e-customer loyalty.

Consumers’ purchase decision in the context of western imported food products: Empirical evidence from Pakistan

“…Framework testing through Path Analysis: Smart-PLS 4.0 uses SEM (structural Equation Modeling) for path analysis by bootstrapping 5000 sub-samples [ 29 , 52 ] and testing the final hypothesis in Fig. 3 .…”

“…In our quantitative study, we analyze the results using a well-structured survey questionnaire adapted from previous literature to examine the relationship between the proposed variables. We have written the questionnaire in English, Pakistan's second most widely spoken language [ 4 , 29 ]. The questionnaire comprises two interconnected sections.…”

“…The study's ethical approval was granted by the Office of Research - Human research ethics committee of the University of Southern Queensland, Toowoomba, Australia (approval number: H16REA237, dated: October 14, 2016, the copy of ethical approval is attached in supplementary material). The structured questionnaire collects data from educated customers older than 18 years old, and the sample size adheres to the parameters established by Hair et al [ 51 ], Ahmed et al [ 29 ], and Hair et al [ 52 ], as the sample size is at least 300. To collect responses, the researchers approached respondents at various periods in the Western food court of shopping malls in Karachi, Pakistan, particularly on weekends.…”

“…Based on previous literature and discussions, we have proposed and hypothesized the following conceptual framework, shown in Fig. 1 and derived from the previous studies [ 2 , 4 , 5 , 8 , 9 , 13 , 15 , 18 , 37 , [21] , [22] , [23] , [24] , [33] , [39] , [40] , [26] , [27] , [28] , [29] , [30] , [31] , [32] , 36 , 45 , 46 ].

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Consumer behavior in Islamic banking: a systematic literature review and agenda for future research

“…In the context of IB, it is used to measure and evaluate service quality by considering functional dimensions such as reliability, responsiveness, assurance, empathy and tangibles (Awan et al , 2011). By applying the SERVQUAL model, researchers aim to assess the perceptions and expectations of IB customers (Islam et al , 2015; Saqib et al , 2016), identify gaps in service quality (Awan et al , 2011; Saqib et al , 2016) and understand how these factors influence consumer satisfaction (Awan et al , 2011; Saqib et al , 2016) and loyalty (Ahmed et al , 2021) in the IB sector.…”