The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector
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 clo...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
SAGE Publishing
2020-06-01
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| Series: | SAGE Open |
| Online Access: | https://doi.org/10.1177/2158244020935887 |
| _version_ | 1818026885780602880 |
|---|---|
| author | Sadia Khatoon Xu Zhengliang Hamid Hussain |
| author_facet | Sadia Khatoon Xu Zhengliang Hamid Hussain |
| author_sort | Sadia Khatoon |
| collection | DOAJ |
| description | 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. |
| first_indexed | 2024-12-10T04:39:07Z |
| format | Article |
| id | doaj.art-ce7bd05d06764f79bf227511927cacb1 |
| institution | Directory Open Access Journal |
| issn | 2158-2440 |
| language | English |
| last_indexed | 2024-12-10T04:39:07Z |
| publishDate | 2020-06-01 |
| publisher | SAGE Publishing |
| record_format | Article |
| series | SAGE Open |
| spelling | doaj.art-ce7bd05d06764f79bf227511927cacb12022-12-22T02:01:56ZengSAGE PublishingSAGE Open2158-24402020-06-011010.1177/2158244020935887The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking SectorSadia Khatoon0Xu Zhengliang1Hamid Hussain2Jilin University, Changchun, ChinaJilin University, Changchun, ChinaDongbei University of Finance & Economics, Dalian, ChinaThis 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.https://doi.org/10.1177/2158244020935887 |
| spellingShingle | Sadia Khatoon Xu Zhengliang Hamid Hussain 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 |
| title | The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector |
| title_full | The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector |
| title_fullStr | The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector |
| title_full_unstemmed | The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector |
| title_short | The Mediating Effect of Customer Satisfaction on the Relationship Between Electronic Banking Service Quality and Customer Purchase Intention: Evidence From the Qatar Banking Sector |
| title_sort | mediating effect of customer satisfaction on the relationship between electronic banking service quality and customer purchase intention evidence from the qatar banking sector |
| url | https://doi.org/10.1177/2158244020935887 |
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