Abstract
This study explores a mediation effect of trust in the relationship of service quality of e-banking and customer
satisfaction and loyalty. The study used a convenience sampling technique for the gathering of data. Total
questionnaire links were shared with 450 respondents. Analysis shows that EBSQ has a significant influence on
satisfaction and loyalty of customers than trust. In this study, few constructs were studied. In the future, more
constructs should be studied to get a better understanding of e-banking.The findings reflect that the higher quality of
e-banking services greatly influences customer satisfaction, ultimately contributing to their loyalty.
Isma Ishfaq, Yasir Ashraf, Kashif Mahmood Saqib, Hafiz Fawad Ali. (2022) Service Quality of Electronic Banking and its Effect on Customer Satisfaction and Loyalty: Mediating Role of Trust, Journal of the Research Society of Pakistan, volume 59, issue 1.
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