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

被引：14

作者：

Ahmed, Rizwan Raheem ^{[1
]}

Streimikiene, Dalia ^{[2
]}

Channar, Zahid Ali ^{[3
]}

Soomro, Riaz Hussain ^{[4
]}

Streimikis, Justas ^{[5
,6
]}

机构：

[1] Indus Univ, Fac Management Sci, Block 17, Karachi, Pakistan

[2] Lithuanian Sports Univ, Inst Sport Sci & Innovat, Sporto Str 6, Kaunas, Lithuania

[3] Sindh Madressatul Islam Univ, Dept Business Adm, Karachi 74000, Pakistan

[4] Dow Univ Hlth Sci, Inst Hlth Management, Mission Rd, Karachi 74200, Pakistan

[5] Lithuanian Ctr Social Sci, Inst Econ & Rural Dev, A Vivulskio G 4A-13, LT-03220 Vilnius, Lithuania

[6] Univ Econ & Human Sci Warsaw, Fac Management & Finances, Okopowa 59, PL-01043 Warsaw, Poland

来源：

INZINERINE EKONOMIKA-ENGINEERING ECONOMICS | 2021年 / 32卷 / 05期

关键词：

Modified E-S-QUAL Mode; E-Customer Loyalty; E-Customer Satisfaction; Serial Mediation; E-Islamic Banking; PLS-SEM (Partial Least Square; Structural Equation Modeling); Smart-PLS (Partial Least Square) Software; MEASURING SERVICE QUALITY; INTERNET BANKING; ONLINE BANKING; MOBILE BANKING; ANTECEDENTS; TRUST; TECHNOLOGY; ACCEPTANCE; INTENTIONS; IMPACT;

D O I：

10.5755/j01.ee.32.5.28997

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

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

引用

页码：407 / 421

页数：15