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

Author

Listed:
  • Ritesh Patel

    (Institute of Management, Nirma University, Ahmedabad, India)

  • Anand Kumar Mishra

    (Rajiv Gandhi Institute of Petroleum Technology, Uttar Pradesh, India)

  • Muhammad Zubair Chishti

    (School of Business, Zhengzhou University, Henan, China and Department of Economics, University of Chakwal, Punjab, Pakistan)

  • Tejas M. Modi

    (St. Kabir Institute of Professional Studies, Ahmedabad, India)

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.

Suggested Citation

  • Ritesh Patel & Anand Kumar Mishra & Muhammad Zubair Chishti & Tejas M. Modi, 2024. "Relationship Between Internet Banking Service Quality, e-Customer Satisfaction, and Loyalty: A Comparative Study of India and Pakistan," Journal of Central Banking Theory and Practice, Central bank of Montenegro, vol. 13(2), pages 213-228.
    • Handle: RePEc:cbk:journl:v:13:y:2024:i:2:p:213-228
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    Cited by:

    1. Siti Noor Aishah Mohd Sidik & Hanis Athirah Abd Sukor & Nur Fatwa Atiqah & Aiezwa Zetty Syafina Saedon & Fatin Syafiqah Mohd Apandi & Muhammad Kamal Fudhail Mohd Rahim, 2024. "Customer Satisfaction among J&T Users in Terengganu," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(9), pages 352-362, September.

    More about this item

    Keywords

    e-Banking; Internet Banking; Service quality; e-customer satisfaction; e-loyalty; PLS-SEM.;
    All these keywords.

    JEL classification:

    • C55 - Mathematical and Quantitative Methods - - Econometric Modeling - - - Large Data Sets: Modeling and Analysis
    • E47 - Macroeconomics and Monetary Economics - - Money and Interest Rates - - - Forecasting and Simulation: Models and Applications
    • E58 - Macroeconomics and Monetary Economics - - Monetary Policy, Central Banking, and the Supply of Money and Credit - - - Central Banks and Their Policies
    • G21 - Financial Economics - - Financial Institutions and Services - - - Banks; Other Depository Institutions; Micro Finance Institutions; Mortgages

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