Impact of E-Banking SQ on CS: A PLS-SEM Approach

Abstract

This study is aimed to evaluate the relation between SQ dimension of
e-banking and CS to know the dimensions having the strongest impact on
customer's satisfaction.This study employed a self-administered questionnaire
with nine SERVQUAL scale categories and questions about CS to obtain data
from 558 respondents.Additionally, PLS-SEM was employed to test the
suggested structural model.Findings reported that out of nine dimensions, five
dimensions (Reliability, Responsiveness, Tangibility, Convenience and Website
Design) have positive and significant influence on CS. Whereas credibility,
security & empathy have positive but non-significant effect on CS and cost have
negative but insignificant influence on CS. Website Design has highest
significant effect on CS followed by reliability, convenience, responsiveness and
tangibility. Findings suggest thatall SQ dimensions are important but a
particular focus should be given to website design for enhancing CS.