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

Author

Listed:
  • Serkan Demirel

    (Istanbul Gelisim University)

  • Zahraa Alfuraiji

    (Istanbul Gelişim University)

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.

Suggested Citation

  • Serkan Demirel & Zahraa Alfuraiji, 2024. "The Mediating Role of Financial Literacy in the Impact of New Generation Branch Applications on Customer Satisfaction in Banking," Journal of Finance Letters (Maliye ve Finans Yazıları), Maliye ve Finans Yazıları Yayıncılık Ltd. Şti., vol. 39(121), pages 189-216, April.
    • Handle: RePEc:acc:malfin:v:39:y:2024:i:121:p:189-216
    DOI: https://doi.org/10.33203/mfy.1341476
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    More about this item

    Keywords

    Next Generation Branch Applications; Customer Satisfaction; Financial Literacy; Structural Equation Modeling;
    All these keywords.

    JEL classification:

    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing
    • D14 - Microeconomics - - Household Behavior - - - Household Saving; Personal Finance
    • C5 - Mathematical and Quantitative Methods - - Econometric Modeling

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