Relationship Between Internet Banking Service Quality, e-Customer Satisfaction, and Loyalty: A Comparative Study of India and Pakistan

Ritesh Patel (), Anand Kumar Mishra (), Muhammad Zubair Chishti () and Tejas M. Modi ()
Additional contact information
Ritesh Patel: Institute of Management, Nirma University, Ahmedabad, India
Anand Kumar Mishra: Rajiv Gandhi Institute of Petroleum Technology, Uttar Pradesh, India
Tejas M. Modi: St. Kabir Institute of Professional Studies, Ahmedabad, India

Journal of Central Banking Theory and Practice, 2024, vol. 13, issue 2, 213-228

Abstract: The objective of this study is to examine the structural relationship between e-service quality, e-satisfaction, and e-loyalty for both Pakistani and Indian Banks. The study was conducted on 800 respondents who were users of internet banking services. The independent variables were 1) reliability, 2) responsiveness, 3) accessibility, 4) ease of use, and 5) security. The e-customer satisfaction and e-customer loyalty are independent variables. The study was conducted on 400 Indians and 400 Pakistani who had been availed internet banking services. The theoretical model was assessed using the PLS-SEM technique. The study found overall significant positive relationship between e-service quality, e-satisfaction, and e-loyalty for both Pakistani and Indian banks. The study has managerial implications that the managers of the banks should focus more on the internet banking services for customer loyalty. The study found overall significant relationship in both India and Pakistan, as both are emerging economies. This study intends to fill the void and adds to the literature on internet banking and provides pathways for the researchers working in the domain of banking services. The study provides recommendations for the top level of management and bank branch managers as well.

Keywords: e-Banking; Internet Banking, Service quality, e-customer satisfaction, e-loyalty, PLS-SEM. (search for similar items in EconPapers)
JEL-codes: C55 E47 E58 G21 (search for similar items in EconPapers)
Date: 2024
References: Add references at CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://www.cbcg.me/repec/cbk/journl/vol13no2-9.pdf (application/pdf)

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:cbk:journl:v:13:y:2024:i:2:p:213-228

Access Statistics for this article

More articles in Journal of Central Banking Theory and Practice from Central bank of Montenegro Contact information at EDIRC.
Bibliographic data for series maintained by ().