November 8, 2025International Journal of Management Research and Emerging SciencesOpen Access

From Digital Service Excellence to Enduring Customer Relationships: Analyzing the Mediating Effect of Customer Satisfaction Between E-Banking Services Quality and Customer Loyalty

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Authors

SMShahid MahmoodAllama Iqbal Medical College RSRaja Irfan SabirUniversity of Central Punjab

Discussion

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Implication

Analysis shows customer satisfaction mediates service quality's influence on customer loyalty in Pakistan banks, suggesting key insights for management.

Key Points

Customer satisfaction mediates the relationship between service quality and customer loyalty.
All service quality factors, especially responsiveness and assurance, significantly improve customer satisfaction.
Convenience sampling of 400 internet banking users was employed to gather data on service quality factors.
Improving reliability and emotional satisfaction is essential for enhancing customer loyalty in the digital banking sector.

Cite This Study

Mahmood et al. (2025) studied this question.

synapsesocial.com/papers/690e8b75a5b062d7a4e738e5 https://doi.org/10.56536/ijmres.v15i3.803

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Implication

Analysis shows customer satisfaction mediates service quality's influence on customer loyalty in Pakistan banks, suggesting key insights for management.

From Digital Service Excellence to Enduring Customer Relationships: Analyzing the Mediating Effect of Customer Satisfaction Between E-Banking Services Quality and Customer Loyalty

Discussion

Member takes

Implication

Key Points

Cite This Study

From Digital Service Excellence to Enduring Customer Relationships: Analyzing the Mediating Effect of Customer Satisfaction Between E-Banking Services Quality and Customer Loyalty

Discussion

Member takes

Implication

Key Points

Cite This Study

Also Consider

Also Consider