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

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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Bibliographic Details
Main Authors: 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
Format: Article
Language:English
Published: Taylor & Francis Group 2025-12-01
Series:Cogent Business & Management
Subjects:
E-banking
reliability and efficiency
service quality
customer retention
customer loyalty
consumer behavior
Online Access:https://www.tandfonline.com/doi/10.1080/23311975.2024.2433707
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