Digital Service Quality as a Driver of Satisfaction and Loyalty in Mobile Banking: Insights from Pakistan

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Quantitative study shows that service quality boosts e-customer satisfaction and loyalty in mobile banking, indicating effective digital strategies.

E-customer satisfaction significantly impacts e-customer loyalty, enhancing customer retention.
All five dimensions of mobile banking service quality have positive effects on both satisfaction and loyalty.
This analysis utilized data from 279 mobile banking users in Pakistan's financial sector.
Findings suggest critical areas for improving digital services in developing markets.

Ikram et al. (2025) studied this question.

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Quantitative study shows that service quality boosts e-customer satisfaction and loyalty in mobile banking, indicating effective digital strategies.