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Electronic mobile service quality and customer loyalty: the conditional indirect effect of relationship quality and customer satisfaction

Gabriel Simiyu & Ronald Bonuke

International Journal of Financial Services Management2023https://doi.org/10.1504/ijfsm.2023.135769article
ABDC C
Weight
0.42

What the paper says

The key objective of this study was to examine how the quality of electronic mobile services influences customer loyalty and investigate whether this relationship can be mediated and moderated by customers' satisfaction and relationship quality. In order to empirically test hypotheses, a cross-sectional study methodology was adopted. Quantitative data was collected from 424 randomly selected bank customers via a structured questionnaire and analysed using Hayes Process Macro version 3.4. Mobile Service Quality (MSQ) was found to significantly influence loyalty, and this is mediated by customer satisfaction. Furthermore, relationship quality moderates the links between MSQ and satisfaction, as well as the link between MSQ and loyalty. Finally, relationship quality has a contingent influence on the mediated link between MSQ and customer loyalty via customer satisfaction. These findings offer relevant information that can be used to fill practical and theoretical gaps in the banking industry.

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https://doi.org/https://doi.org/10.1504/ijfsm.2023.135769

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@article{gabriel2023,
  title        = {{Electronic mobile service quality and customer loyalty: the conditional indirect effect of relationship quality and customer satisfaction}},
  author       = {Gabriel Simiyu & Ronald Bonuke},
  journal      = {International Journal of Financial Services Management},
  year         = {2023},
  doi          = {https://doi.org/https://doi.org/10.1504/ijfsm.2023.135769},
}

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Evidence weight

0.42

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

F · citation impact0.18 × 0.4 = 0.07
M · momentum0.80 × 0.15 = 0.12
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.