Mobile banking, an innovative branchless banking system, is burgeoning in Pakistan. Grounded in expectation confirmation theory, this study empirically examines the interplay of trust beliefs and trustworthiness with relationship quality to generate user intentions for mobile banking. We...

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...

Relations "customer - supplier" are increasingly more valuable and less consistent, especially in the online context. In this sense, the supplier seeks to make a website visitor into a satisfied customer and a satisfied customer into a loyal customer as a condition to become more competitive....