Exploring the Nexus Among Internet Banking Service Quality, Customer Satisfaction, Age and Gender A Developing Country Perspective During Covid 19
Publication details: New Delhi Associated Management Consultants (P) Ltd 2022Description: Vol 52 Issue :09 , September 2022 Pg. 08-25Subject(s): In: Indian Journal of MarketingSummary: This research explored the moderation effect of age and gender in the relationship between online banking service quality and customer satisfaction during Covid-19. The study used explanatory and accurate novel methods to study the relationship between online banking service quality and customer satisfaction in the Indian banking industry. Structural equation modelling was used for testing the relationship. The study’s novelty lies in finding the critical determinant of customer satisfaction in Online banking during Covid 19 and explaining the moderation effect of age and Gender significantly moderated the relationship between competence and customer satisfaction| Item type | Current library | Status | Barcode | |
|---|---|---|---|---|
| Article | St. Francis Institute of Management and Research | Available | AR1004 |
This research explored the moderation effect of age and gender in the relationship between online banking service quality and customer satisfaction during Covid-19. The study used explanatory and accurate novel methods to study the relationship between online banking service quality and customer satisfaction in the Indian banking industry. Structural equation modelling was used for testing the relationship. The study’s novelty lies in finding the critical determinant of customer satisfaction in Online banking during Covid 19 and explaining the moderation effect of age and Gender significantly moderated the relationship between competence and customer satisfaction
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