A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector

S. Ananda (), Raghavendra Prasanna Kumar () and Dharmendra Singh ()
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S. Ananda: College of Banking and Financial Studies
Raghavendra Prasanna Kumar: Davanagere University
Dharmendra Singh: Modern College of Business Sciences

Journal of Financial Services Marketing, 2023, vol. 28, issue 3, No 9, 570-584

Abstract: Abstract This study examines the linkage between service quality, customer satisfaction, and customer engagement in Indian public sector banks. The study explored the mediating role of customer satisfaction between perceived service quality and customer engagement. Primary data were collected through a structured questionnaire from the two hundred and fifty respondents. Hierarchical multiple regression is used to find out the mediation effect. The study found that customer satisfaction mediates service quality and customer engagement. The study's findings provide new insights for the banking sector to enhance customer satisfaction and engagement.

Keywords: Service quality; SERVQUAL; Customer satisfaction; Customer engagement; India; Retail banking; Nationalized banks (search for similar items in EconPapers)
Date: 2023
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Citations: View citations in EconPapers (1)

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DOI: 10.1057/s41264-022-00160-1

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