Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging markets
This study aims to explore how customer satisfaction (CS) serves as a mediator in the connections between service quality (SQ), efficiency and reliability (EAR), customer retention (CR) and customer loyalty (CL) within the E-Banking industry in Bangladesh. The empirical experiment employed a survey...
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| Format: | Article |
| Language: | English |
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Taylor & Francis Group
2025-12-01
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| Series: | Cogent Business & Management |
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| Online Access: | https://www.tandfonline.com/doi/10.1080/23311975.2024.2433707 |
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| author | Md. Abu Issa Gazi Abdullah Al Masud Farid Ahammad Sobhani Md. Aminul Islam Tahmina Rita Naznin Sultana Chaity Mita Das Abdul Rahman bin S. Senathirajah |
| author_facet | Md. Abu Issa Gazi Abdullah Al Masud Farid Ahammad Sobhani Md. Aminul Islam Tahmina Rita Naznin Sultana Chaity Mita Das Abdul Rahman bin S. Senathirajah |
| author_sort | Md. Abu Issa Gazi |
| collection | DOAJ |
| description | This study aims to explore how customer satisfaction (CS) serves as a mediator in the connections between service quality (SQ), efficiency and reliability (EAR), customer retention (CR) and customer loyalty (CL) within the E-Banking industry in Bangladesh. The empirical experiment employed a survey approach, with 380 participants completing a Google form as the primary data collection method. The data was collected in Bangladesh, a developing country, from 12 January to 5 February 2023. Convenience sampling was employed for data collection, utilizing a questionnaire-based survey. The collected data were analyzed using structural equation modeling (SEM), and for the study’s robustness, an advanced simultaneous equation modeling econometrics technique was applied. The study identified a positive correlation between SQ, EAR, CR and CL, where in CS played a mediating role in this association. The empirical evidence presented in this article contributes to a deeper comprehension of the interrelationships involving SQ, reliability, and efficiency, along with CS, retention and loyalty. This understanding benefits the services sector, especially banks, as it improves SQ, reliability and efficiency, fostering CL and retention through enhanced CS. The model suggested in this study has a big effect and capture accurately the dynamic nature of customer-banking relationships. |
| format | Article |
| id | doaj-art-cb55709f0f6a41d89100a8d22dd9df75 |
| institution | OA Journals |
| issn | 2331-1975 |
| language | English |
| publishDate | 2025-12-01 |
| publisher | Taylor & Francis Group |
| record_format | Article |
| series | Cogent Business & Management |
| spelling | doaj-art-cb55709f0f6a41d89100a8d22dd9df752025-08-20T02:00:08ZengTaylor & Francis GroupCogent Business & Management2331-19752025-12-0112110.1080/23311975.2024.2433707Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging marketsMd. Abu Issa Gazi0Abdullah Al Masud1Farid Ahammad Sobhani2Md. Aminul Islam3Tahmina Rita4Naznin Sultana Chaity5Mita Das6Abdul Rahman bin S. Senathirajah7Faculty of Business and Communications, INTI International University, Persiaran Perdana BBN Putra Nilai, Nilai, Negeri Sembilan, MalaysiaDepartment of Management Studies, University of Barishal, Barishal, BangladeshSchool of Business and Economics, United International University, Dhaka, BangladeshFaculty of Business and Communication, Universiti Malaysia Perlis, Arau, Perlis, MalaysiaDepartment of Management Studies, Jagannath University, Dhaka, BangladeshSchool of Business, Ahsanullah University of Science and Technology, Dhaka, BangladeshDepartment of Management Studies, University of Barishal, Barishal, BangladeshFaculty of Business and Communications, INTI International University, Persiaran Perdana BBN Putra Nilai, Nilai, Negeri Sembilan, MalaysiaThis study aims to explore how customer satisfaction (CS) serves as a mediator in the connections between service quality (SQ), efficiency and reliability (EAR), customer retention (CR) and customer loyalty (CL) within the E-Banking industry in Bangladesh. The empirical experiment employed a survey approach, with 380 participants completing a Google form as the primary data collection method. The data was collected in Bangladesh, a developing country, from 12 January to 5 February 2023. Convenience sampling was employed for data collection, utilizing a questionnaire-based survey. The collected data were analyzed using structural equation modeling (SEM), and for the study’s robustness, an advanced simultaneous equation modeling econometrics technique was applied. The study identified a positive correlation between SQ, EAR, CR and CL, where in CS played a mediating role in this association. The empirical evidence presented in this article contributes to a deeper comprehension of the interrelationships involving SQ, reliability, and efficiency, along with CS, retention and loyalty. This understanding benefits the services sector, especially banks, as it improves SQ, reliability and efficiency, fostering CL and retention through enhanced CS. The model suggested in this study has a big effect and capture accurately the dynamic nature of customer-banking relationships.https://www.tandfonline.com/doi/10.1080/23311975.2024.2433707E-bankingreliability and efficiencyservice qualitycustomer retentioncustomer loyaltyconsumer behavior |
| spellingShingle | Md. Abu Issa Gazi Abdullah Al Masud Farid Ahammad Sobhani Md. Aminul Islam Tahmina Rita Naznin Sultana Chaity Mita Das Abdul Rahman bin S. Senathirajah Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging markets Cogent Business & Management E-banking reliability and efficiency service quality customer retention customer loyalty consumer behavior |
| title | Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging markets |
| title_full | Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging markets |
| title_fullStr | Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging markets |
| title_full_unstemmed | Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging markets |
| title_short | Exploring the mediating effect of customer satisfaction on the relationships between service quality, efficiency, and reliability and customer retention, loyalty in E-banking performance in emerging markets |
| title_sort | exploring the mediating effect of customer satisfaction on the relationships between service quality efficiency and reliability and customer retention loyalty in e banking performance in emerging markets |
| topic | E-banking reliability and efficiency service quality customer retention customer loyalty consumer behavior |
| url | https://www.tandfonline.com/doi/10.1080/23311975.2024.2433707 |
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