arbiter
JournalsPricingAccount

Performance of online banking and direct effect of service quality on consumer retention and credibility of consumer and mediation effect of consumer satisfaction

Syed Mohd Minhaj & Muhammad Altaf Khan

International Journal of Business Information Systems2025https://doi.org/10.1504/ijbis.2025.147809article
AJG 1ABDC C
Weight
0.44

What the paper says

The purpose of this study is to assess the present status of online banking in India. This research paper is an attempt to identify the effect of online banking service quality on consumer retention and the credibility of consumers in India. The data was collected using Google Forms via an online questionnaire with a sample size of 176 respondents. A quota sampling technique was used; structure equation modelling (SEM), convergent and discriminant validity, and model fitness were achieved through Smart PLS 3. The findings reveal that service quality has a significant direct effect on consumer retention, credibility of consumers, and consumer satisfaction, with a significant mediation effect of consumer satisfaction on consumer retention and credibility of consumers.

3 citations

Open paper page →

Cite this paper

https://doi.org/https://doi.org/10.1504/ijbis.2025.147809

Or copy a formatted citation

@article{syed2025,
  title        = {{Performance of online banking and direct effect of service quality on consumer retention and credibility of consumer and mediation effect of consumer satisfaction}},
  author       = {Syed Mohd Minhaj & Muhammad Altaf Khan},
  journal      = {International Journal of Business Information Systems},
  year         = {2025},
  doi          = {https://doi.org/https://doi.org/10.1504/ijbis.2025.147809},
}

Paste directly into BibTeX, Zotero, or your reference manager.

Flag this paper

Performance of online banking and direct effect of service quality on consumer retention and credibility of consumer and mediation effect of consumer satisfaction

Flags are reviewed by the Arbiter methodology team within 5 business days.

Evidence weight

0.44

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.32 × 0.4 = 0.13
M · momentum0.57 × 0.15 = 0.09
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.