The Mediating Role of Financial Literacy in the Impact of New Generation Branch Applications on Customer Satisfaction in Banking

Serkan Demirel and Zahraa Alfuraiji
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Serkan Demirel: Istanbul Gelisim University
Zahraa Alfuraiji: Istanbul Gelişim University

Journal of Finance Letters (Maliye ve Finans Yazıları), 2024, vol. 39, issue 121, 189-216

Abstract: The purpose of this study is to determine the mediating role of financial literacy in the effect of new generation branch practices on customer satisfaction in banking. In the study, "New Generation Branch Practices Scale", "Customer Loyalty Scale" and "Customer Satisfaction Scale" were used. The research model was developed by the researcher in order to answer the research questions. Hypothetical relationships between variables were examined with the research model. The collected data were tested using IBM SPSS AMOS Version 25 and SEM and maximum likelihood estimation was applied by meeting the assumptions for the model. According to the research findings, it was determined that Financial Literacy knowledge has a full mediating role in the relationship between the participants' perception levels towards Next Generation Branch Practices and Customer Satisfaction.

Keywords: Next Generation Branch Applications; Customer Satisfaction; Financial Literacy; Structural Equation Modeling (search for similar items in EconPapers)
JEL-codes: C5 D14 G21 M31 (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:acc:malfin:v:39:y:2024:i:121:p:189-216

DOI: 10.33203/mfy.1341476

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