The impact of e-banking service quality (reliability) on customer purchase intention with mediating effect of customer satisfaction

Abstract

This research explores the mediating role of consumer satisfaction in the quality (reliability) of e-banking services and customers' intent to purchase. The study examines the connection between service qualities, consumer satisfaction, and purchasing intentions in e-banking through rigorous empirical analysis. Data is collected using surveys or other appropriate methodologies to capture the perceptions and behaviors of e-banking consumers. The findings reveal that consumer satisfaction significantly mediates the relationship between the level of online banking services and clients' intent to purchase. This study underscores the importance of consumer satisfaction as a critical determinant in shaping purchasing behaviour within the e-banking sector. The implications of these findings are discussed, offering insights for e-banking service suppliers on strategies to increase client fulfillment and drive purchasing behavior. This study contributes to the existing literature by providing a unique perspective on the dynamics within the e-banking industry, highlighting the mediating role of consumer satisfaction in influencing purchasing intentions.