E-Service Quality and Trust on Customer's Patronage Intention

Abstract

The extensive development of electronic gadgets along with technology-oriented communication tools has created a significant impact on the realm of online retail banking transactions. In Bangladesh, online retail banking can strengthen the financial frameworks by establishing associations between both financial institutions and customers. The evaluation of e-service quality, trust, and customer's adoption of advanced technology are still unexplored within the retail banking context. Thus, this research paper fills a specific research gap via empirically testing the role of trust in between the relationship of e-service quality and customers' patronage intentions in the context of online retail banking. Moreover, the research also examines the moderation role of adoption of advanced technology in between the relationship among trust and customers' patronage intentions. Structural equation modelling (SEM) was applied to analyze the proposed hypotheses. The results confirmed that customer's trust plays a significant role in mediating the relationship between e-service quality and customers' patronage intentions. Adoption of advanced technology has also proved as significant moderator in explaining trust and customer's patronage intention in online retail banking setting.

Linking experimental culture, improvisation capability and firm’s performance: a theoretical view

“…Improvisation usually occurs in a cultural atmosphere with high error tolerance in which members understand and trust each other (Cho and Roger, 2010; Rahman et al , 2020; Sohaib, 2021). Error tolerance contributes to new ideas and immediate responsive behaviors.…”

Digitization, Marketing 4.0, and Repurchase Intention in E-Tail

“…Marketing 4.0 shapes a new era in which the academic and practitioner examinations of online customer experience (OCE) and purchase intention become more holistic and structured (Wereda & Wozniak, 2019). Marketers emphasize that personal relationships impact the online experience and purchase intention (Rahman et al, 2020;Dukić et al, 2018). Similarly, Marketing 4.0 variables, i.e., brand image (BIM) and brand identity (BID), determine the purchase (re) intention and customer satisfaction .…”

The Role of Customer-Task Fit Between Service Interaction and Value Co-Creation

“…Thus, how to make customers open their hearts is very important. Therefore, the employees should improve their emotional intelligence and empathy in order to gain the trust of customers (Rahman et al, 2020), which would meet customer needs in timely and accurate ways and reduce transaction costs and the input of unnecessary resources. Sometimes, it is difficult for providers to understand the customer's needs and behaviors, including linguistic and non-verbal expressions, but this problem can be solved by improving the ability of service providers or using artificial intelligence.…”