E-Service Quality and Trust on Customer's Patronage Intention: Moderation Effect of Adoption of Advanced Technologies

The extensive development of electronic gadgets along with technology-oriented communication tools has created a significant impact on the realm of online retail banking transactions. In Bangladesh, online retail banking can strengthen the financial frameworks by establishing associations between bo...

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Bibliographic Details
Published in:Journal of global information management 2020-01, Vol.28 (1), p.39-55
Main Authors: Rahman, Muhammad Sabbir, Hossain, Md Afnan, Zaman, Mahmud Habib, Mannan, Mahafuz
Format: Article
Language:English
Subjects:
Analysis
Banking
Banks (Finance)
Context
Customer satisfaction
Customer services
Customers
Electronic equipment and supplies
Mediation
Patronage
Quality management
Quality of service
Retail banking
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Summary:The extensive development of electronic gadgets along with technology-oriented communication tools has created a significant impact on the realm of online retail banking transactions. In Bangladesh, online retail banking can strengthen the financial frameworks by establishing associations between both financial institutions and customers. The evaluation of e-service quality, trust, and customer's adoption of advanced technology are still unexplored within the retail banking context. Thus, this research paper fills a specific research gap via empirically testing the role of trust in between the relationship of e-service quality and customers' patronage intentions in the context of online retail banking. Moreover, the research also examines the moderation role of adoption of advanced technology in between the relationship among trust and customers' patronage intentions. Structural equation modelling (SEM) was applied to analyze the proposed hypotheses. The results confirmed that customer's trust plays a significant role in mediating the relationship between e-service quality and customers' patronage intentions. Adoption of advanced technology has also proved as significant moderator in explaining trust and customer's patronage intention in online retail banking setting.
ISSN:1062-7375
1533-7995
DOI:10.4018/JGIM.2020010103