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The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector

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  • Sadia Khatoon
  • Xu Zhengliang
  • Hamid Hussain

Abstract

This study investigates the relationship between the dimensions of electronic (E)-banking service quality and customer purchasing intentions with the mediating role of customer satisfaction. Data were collected from employees and customers, working in different banks of Qatar through a validated closed-ended questionnaire from a sample of 235. Correlation analysis and regression analysis were implied to the obtained data to test the study hypothesis, and the report provided accurate results as per our expectations. The results of the study indicate that reliability, efficiency, responsiveness, communication, security, and privacy have a significant and positive impact on customer purchasing intentions. Customer purchasing intentions are significantly increased when the customers are satisfied with E-banking service quality. The mediating role of customer satisfaction was established for E-banking service quality and customer purchase intentions. Customer satisfaction tested as a mediator has shown a partial impact on the relationship between information technology (IT), E-banking service quality, and customer purchasing intentions. This study has significantly contributed to the area of research primarily within the domain of behavioral finance. The study also provides significant implications for academicians and practitioners.

Suggested Citation

  • Sadia Khatoon & Xu Zhengliang & Hamid Hussain, 2020. "The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector," SAGE Open, , vol. 10(2), pages 21582440209, June.
    • Handle: RePEc:sae:sagope:v:10:y:2020:i:2:p:2158244020935887
    DOI: 10.1177/2158244020935887
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    Cited by:

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    4. Dr Tella Adeniran Rahmon & Professor J. O. Adewoye & Adesokan Joseph Ayantoso, 2024. "Impact of E-Banking Service Quality on Customer’s Satisfaction in Osun State," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(7), pages 191-203, July.
    5. Sang Cheol Park & Munkh-Erdene Tserendulam & Sung Yul Ryoo, 2021. "The Two Minds of Non-Work-Related Computing in the Workplace," SAGE Open, , vol. 11(3), pages 21582440211, September.
    6. Mohamed Habuba Halima & Yongjun Li & Usman Ghani & Ataullah Kiani & Atamba Cynthia, 2021. "Impact of Online Crisis Response Strategies on Online Purchase Intention: The Roles of Online Brand Attitude and Brand Perceived Usefulness," SAGE Open, , vol. 11(1), pages 21582440211, March.
    7. Andreea-Daniela MORARU & Margareta ILIE, 2022. "Analysing the Impact of e-Banking and Socio-Demographic Factors on Customer Satisfaction with Banking Services using Graphical Visualization," Economics and Applied Informatics, "Dunarea de Jos" University of Galati, Faculty of Economics and Business Administration, issue 3, pages 149-156.
    8. Kolawole L. Fijabi & John T. Oladapo & Opeyemi B. Kareem, 2024. "E-Payment Systems, Competitive Advantage, and Customer Satisfaction in Nigerian Banking Industry," International Journal of Research and Innovation in Social Science, International Journal of Research and Innovation in Social Science (IJRISS), vol. 8(7), pages 1451-1468, July.
    9. Hatice Doğan-Südaş & Ali Kara & Emre Karaca, 2023. "Effects of Gamified Mobile Apps on Purchase Intentions and Word-of-Mouth Engagement: Implications for Sustainability Behavior," Sustainability, MDPI, vol. 15(13), pages 1-17, July.
    10. Mohammed Arshad Khan & Hamad A. Alhumoudi, 2022. "Performance of E-Banking and the Mediating Effect of Customer Satisfaction: A Structural Equation Model Approach," Sustainability, MDPI, vol. 14(12), pages 1-12, June.
    11. Massimo Pighin & Aldo Alvarez-Risco & Shyla Del-Aguila-Arcentales & Mercedes Rojas-Osorio & Jaime A. Yáñez, 2022. "Factors of the Revisit Intention of Patients in the Primary Health Care System in Argentina," Sustainability, MDPI, vol. 14(20), pages 1-16, October.
    12. Alzahrani, Ahmed Ibrahim & Al-Samarraie, Hosam & Eldenfria, Atef & Dodoo, Joana Eva & Alalwan, Nasser, 2022. "Users’ intention to continue using mHealth services: A DEMATEL approach during the COVID-19 pandemic," Technology in Society, Elsevier, vol. 68(C).
    13. Btool H. Mohamed & Ibrahim Ari & Mohammed bin Saleh Al-Sada & Muammer Koç, 2021. "Strategizing Human Development for a Country in Transition from a Resource-Based to a Knowledge-Based Economy," Sustainability, MDPI, vol. 13(24), pages 1-27, December.
    14. Aleksandar Šević & Jelena Zečar & Ana Nešić Tomašević & Nevenka Popović Šević & Milica Slijepčević & Branislav Dudić, 2022. "Analyzing the Banking Business: Relevance of Service Value for the Satisfaction and Loyalty of Consumers," Mathematics, MDPI, vol. 10(24), pages 1-12, December.
    15. Dhruba Kumar Gautam & Gunja Kumari Sah, 2023. "Online Banking Service Practices and Its Impact on E-Customer Satisfaction and E-Customer Loyalty in Developing Country of South Asia-Nepal," SAGE Open, , vol. 13(3), pages 21582440231, July.
    16. Zaher Abdel Fattah Al-Slehat, 2021. "Determining the Effect of Banking Service Quality on Customer Loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the Jordanian Commercial Banking Sector," International Business Research, Canadian Center of Science and Education, vol. 14(4), pages 1-58, April.
    17. Jong Ho Lee & Heejun Park, 2021. "Effect of Character Marketing and Marketing Mix on Usage Intention of Internet-Only Banks: Evidence From South Korea," SAGE Open, , vol. 11(4), pages 21582440211, December.
    18. Shu-Hsien Liao & Da-Chian Hu & Huan-Lun Chou, 2022. "Consumer Perceived Service Quality and Purchase Intention: Two Moderated Mediation Models Investigation," SAGE Open, , vol. 12(4), pages 21582440221, December.

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