September 10, 2025Journal of Finance and Bank ManagementOpen Access

Does Digitalization Create Customer Loyalty? An Applied Study Using the SERVQUAL Model to Measure the Impact of Banking Digitalization on Customer Satisfaction and Loyalty in Iraqi Banks

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Authors

EAEssam Al-HusseiniAl Mansour University College

Discussion

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Implication

Observational analysis reveals digital service quality significantly enhances customer satisfaction and loyalty in Iraqi banks, suggesting a tailored approach is essential.

Key Points

Customer loyalty significantly depends on digital service quality, with a regression coefficient of β = 0.78 indicating a strong relationship.
Factor analysis confirms the validity of adapted SERVQUAL constructs in measuring customer satisfaction in the context of Iraqi banks.
Satisfaction mediates the relationship between digital service quality and loyalty, with a mediation effect of β = 0.43 strongly supported.
The study highlights the importance of local factors such as Arabic interface usability and infrastructure in enhancing banking digitalization.

Cite This Study

Essam Al-Husseini (2025) studied this question.

synapsesocial.com/papers/68c23caeb210217d6478a943 https://doi.org/10.15640/jfbm.v12p1

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Implication

Observational analysis reveals digital service quality significantly enhances customer satisfaction and loyalty in Iraqi banks, suggesting a tailored approach is essential.

Does Digitalization Create Customer Loyalty? An Applied Study Using the SERVQUAL Model to Measure the Impact of Banking Digitalization on Customer Satisfaction and Loyalty in Iraqi Banks

Discussion

Member takes

Implication

Key Points

Cite This Study

Does Digitalization Create Customer Loyalty? An Applied Study Using the SERVQUAL Model to Measure the Impact of Banking Digitalization on Customer Satisfaction and Loyalty in Iraqi Banks

Discussion

Member takes

Implication

Key Points

Cite This Study

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Also Consider