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

Abstract

This research study looks at the following question; do E-banking satisfy the customers? The E-banking efficiency, loyalty and reliability. The intended study will seek to establish the role of customer satisfaction (CS) as an intervening variable in the correlations between service quality (SQ) efficiency and reliability (EAR) customer retention (CR) and customer loyalty (CL) in the E-Banking business in Pakistan. It is described in this study that the E-banking workload is efficient. How can the sustain (CS) of long time with the bank, when bank staffs will treat the customers staffs and with kindness will offer customer ideal information about the E- Banking benefits and drawbacks, then the customer will be satisfied with the E- banking services and will continue maintaining the relation with the bank in long time. This would be a google since the primary source of information and a survey in the form of a questionnaire. The research design is a survey-based quantitative research design. Customers fill in the E- banking survey online and the number of the customers is 380. In which checked that how can E-banking influence and satisfy the customer. This is beneficial of the services sector especially banking as it improves so, reliability and efficiency, creates and retention through boosting the (CS). The model suggested in this study is impactful and the relationships between customers and banking are dynamic.

Keywords: E-banking; reliability and efficiency; service quality; customer retention; customer loyalty; consumer behavior.