Investigating the Factors Influencing the Service Quality with Online Banking Service: The Mediating Role of Customer Satisfaction- A Study on Pakistani Banks

Abstract

In today's highly competitive and technology-driven business landscape, understanding the issues that influence customer satisfaction and service quality has become critical for organizations seeking to maintain a competitive edge. This quantitative investigation intends to examine the impact of perceived ease of use, perceived security, and perceived usefulness on customer satisfaction and service quality. The study employs a rigorous quantitative research design, collecting data from a diverse sample of customers across various industries. Participants' perceptions of the ease of use, security, and usefulness of the products or services are measured through standardized instruments. Additionally, their levels of customer satisfaction and perceived service quality are assessed using established scales. The investigation's results point to a strong favorable influence of perceived ease of use, perceived security, and perceived usefulness on both customer satisfaction and service quality. Customers who perceive products or services as easy to use have a greater propensity to provide greater values of satisfaction and perceive better service quality. Similarly, the perception of enhanced security in products or services positively influences customer satisfaction and service quality perceptions. The implications of these findings are crucial for businesses aiming to enhance their customer satisfaction and service quality levels. By concentrating on improving the perceived ease of use, security, and usefulness of their offerings, organizations can effectively bolster customer satisfaction and optimize service quality, resulting in a more loyal customer base and increased competitive advantage.