Open Journal Systems

The mediating role of customer satisfaction for a sustainable e-banking performance

Sonali Mohapatra, Arya Kumar, T. Shirmila, Aruna Dev Rroy, Sweta Leena Hota

Article ID: 1986
Vol 9, Issue 6, 2024, Article identifier:

VIEWS - 194 (Abstract) 91 (PDF)

Keywords

e-banking; customer satisfaction; reliability; retention; service quality

Full Text:

PDF



References

1. Kumar A. Financial distress and sustainability growth of Indian banks listed in BSE 30. Asian Journal of Multidimensional Research (AJMR) 2018; 7(6): 26-38.

2. Kumar A. Impact of Financial innovations on Sustainable Growth Rate: A study on Nifty 50 listed Banks in India. International Journal of Management, IT and Engineering 2018; 8(9): 196-210.

3. Arshad Khan M, Alhumoudi HA. Performance of E-banking and the mediating effect of customer satisfaction: A structural equation model approach. Sustainability 2022; 14(12): 7224. doi: 10.3390/su14127224

4. Usman O, Monoarfa T, Marsofiyati M. E-Banking and mobile banking effects on customer satisfaction. Accounting 2020; 6(6): 1117-1128. doi: 10.5267/j.ac.2020.7.006

5. Panda K, Kumar A, Das SM, Nanda A. Banker’s services that leads to customer’s satisfaction in availing home loan. Korea Review of International Studies 2022; 15: 35.

6. Pambudi A, Widayanti R, Edastama P. Trust and acceptance of E-banking technology effect of mediation on customer relationship management performance. ADI Journal on Recent Innovation 2021; 30; 3(1): 87-96. doi: 10.34306/ajri.v3i1.538

7. Rajasulochana DS. E-banking and customers’ satisfaction in public and private sector banks in Karnataka: An empirical analysis. Journal of Positive School Psychology 2022; 6(8): 8270-2079.

8. Bashir MA, Ali MH, Wai LM, et al. Mediating effect of customer perceived value on the relationship between service quality and customer satisfaction of E-Banking in Bangladesh. International Journal of Advanced Science and Technology 2020; 29(2): 3590-3606.

9. Altobishi T, Erboz G, Podruzsik SJ. E-Banking effects on customer satisfaction: The survey on clients in Jordan Banking Sector. International Journal of Marketing Studies 2018; 10(2): 151-161. doi: 10.5539/ijms.v10n2p151

10. Ahmed RR, Streimikiene D, Channar ZA, et al. E-banking customer satisfaction and loyalty: Evidence from serial mediation through modified ES-QUAL model and second-order PLS-SEM. Engineering Economics 2021; 32(5): 407-421. doi: 10.5755/j01.ee.32.5.28997

11. Beshir E, Zelalem B. The effect of e-banking service quality on customer’s satisfaction and loyalty. The Strategic Journal of Business & Change Management 2020; 7(3): 818-832. doi: 10.61426/sjbcm.v7i3.1694

12. Reddy DK, Reddy MS. A study on customer’s perception and satisfaction towards electronic banking in Khammam district. IOSR Journal of Business and Management 2015; 17(12): 20-27.

13. Isibor AA, Omankhanlen AE, Okoye LU, et al. Impact of electronic banking technology on customer’s satisfaction and economic growth in Nigeria. International Journal of Civil Engineering and Technology 2018; 9(12): 536-544.

14. Ramesh V, Jaunky VC, Roopchund R, Oodit HS. ‘Customer satisfaction’, loyalty and ‘adoption’ of e-banking technology in Mauritius. In: Embedded Systems and Artificial Intelligence. Springer Singapore; 2020. pp. 861-873.

15. Hota SL. Customers Perception on E-CRM technology: A comparative study. ECS Transactions 2022; 24; 107(1): 10171. doi: 10.1149/10701.10171ecst

16. Kumar A. Recent fiscal and monetary change affects the indian banking system: A special reference to Nifty Bank and S&P Bse Bankex. IOSR Journal of Business and Management 2018; 20(4): 93-102.

17. Khan MA, Khan MI, Illiyan A, Khojah M. The economic and psychological impacts of COVID-19 pandemic on Indian migrant workers in the Kingdom of Saudi Arabia. Healthcare 2021; 9(9): 1152. doi: 10.3390/healthcare9091152

18. Khan MA, Khojah M, Vivek. Artificial intelligence and big data: The advent of new pedagogy in the adaptive e-learning system in the higher educational institutions of Saudi Arabia. Education Research International 2022; 2022: 1-10. doi: 10.1155/2022/1263555

19. Panda K, Kumar A, Das SM. Spontaneity in Banker’s Attitude for Satisfying Customer’s Perception Availing Home Loan. Journal of Critical Review 2020; 7(9): 2938-2948.


DOI: https://doi.org/10.54517/esp.v9i6.1986
(194 Abstract Views, 91 PDF Downloads)

Refbacks

  • There are currently no refbacks.


Copyright (c) 2024 Sonali Mohapatra, Arya Kumar, T. Shirmila, Aruna Dev Rroy, Sweta Leena Hota

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.