This study explores the mediating role of e-satisfaction during the pandemic on the relationship between e-service quality and e-loyalty of banking customers in Pakistan. The data were collected from 442 customers of online banking services in Pakistan during the Covid-19 pandemic, following a...

In the 21st Century banking-services, customers compete for comparative time-saving-options and banking-service-providers compete for maximizing profits. In this setup, many factors are unpredictable. Perceived-risk-factors (PR) have been undermining the progression of using bank-led...

The purpose is to investigate the experience of young bank customers (YBCs) with mobile bank applications (MBAs) by employing the concepts of usability, responsiveness, customer satisfaction, reliability, and loyalty. An electronic questionnaire was sent to 500 YBCs in Sweden, 146 of whom...