Customer Satisfaction as a Mediator Between Digital Banking Service Quality and Retention: An Empirical Study in Uttarakhand Cooperative Banks

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Quantitative analysis shows customer satisfaction enhances retention in cooperative banks, suggesting digital service quality is vital.

Customer satisfaction significantly mediates the relationship between digital banking service quality and retention.
The analysis is based on 400 customer responses from various branches in Uttarakhand.
Findings provide strategic insights for improving customer loyalty through digital banking services.
The study emphasizes the importance of service quality in enhancing customer satisfaction and retention in banks.

Sabarwal et al. (2025) studied this question.

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