E-Service Quality and Trust on Customer's Patronage Intention

Abstract

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.