29, November 2025

An in-depth literature review on the impact of the quality of digital services on the level of satisfaction experienced by customers in the banking industry

VOLUME-9; ISSUE-11; NOV-2025

Author(s): Priti A Rajyaguru

Authors Affiliations:

Visiting lecturer: MBA department maharaja krishnakumarsinhji Bhavnagar University

DOIs:10.2017/IJRCS/202511009     |     Paper ID: IJRCS202511009


Abstract
Keywords
Cite this Article/Paper as
References

The purpose of this work is to provide a synthesis of both theoretical and empirical research that investigates the relationship between customer satisfaction and electronic service quality (also known as e-service quality, or e-SQ) in the banking industry. The review incorporates data on e-service quality dimensions (such as E-S-QUAL and modified SERVQUAL), mediators (such as trust and perceived value), moderators (such as demographics, culture, and technological readiness), and behavioral consequences (such as loyalty, retention, word-of-mouth, and intention to switch). The use of a systematic search process allows for the summary of trends in measurement and methodology, the identification of methodological limits, and the proposal of a research agenda that places an emphasis on longitudinal, multi-method, and cross-cultural studies. In this section, we explore the limits of the review as well as the managerial implications for banks.

 
e-service quality, E-S-QUAL, customer satisfaction, internet banking, mobile banking, trust, online service quality

Priti A Rajyaguru (2025); An in-depth literature review on the impact of the quality of digital services on the level of satisfaction experienced by customers in the banking industry, International Journal of Research Culture Society,    ISSN(O): 2456-6683,  Volume – 9,   Issue –  11,  Pp. 58-62.       Available on – https://ijrcs.org/

  1. Amin, M. (2016). Internet banking service quality and its implication on e-customer satisfaction and e-customer loyalty. International Journal of Bank Marketing, 34(3), 280–306.
  2. Ayo, C. K., Oni, A. A., Adewoye, J. O., & Eweoya, I. O. (2016). E-banking users’ behaviour: E-service quality, attitude, and customer satisfaction. International Journal of Bank Marketing, 34(3), 347–367.
  3. Chong, A. Y. L., Ooi, K. B., Lin, B., & Tan, B. I. (2010). Online banking adoption: An empirical analysis. International Journal of Bank Marketing, 28(4), 267–287.
  4. Gerrard, P., & Cunningham, J. B. (2003). The diffusion of internet banking among Singapore consumers. International Journal of Bank Marketing, 21(1), 16–28.
  5. Jun, M., & Cai, S. (2001). The key determinants of internet banking service quality: A content analysis. International Journal of Bank Marketing, 19(7), 276–291.
  6. Kumbhar, V. M. (2011). Factors affecting the customer satisfaction in e-banking: Some evidences from Indian banks. Management Research and Practice, 3(4), 1–14.
  7. Ladhari, R., & Leclerc, A. (2013). Building loyalty with online financial services customers: Is there a gender difference? Journal of Retailing and Consumer Services, 20(6), 560–569.
  8. Liao, Z., & Cheung, M. T. (2002). Internet-based e-banking and consumer attitudes: An empirical study. Information & Management, 39(4), 283–295.
  9. Mohammed, N. A., & Rashid, W. E. (2018). The impact of electronic service quality on customer satisfaction: A case study of the Arab Bank. Journal of Internet Banking and Commerce, 23(2), 1–15.
  10. Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
  11. Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: The modified e-SERVQUAL model. The TQM Journal, 32(6), 1443–1466.
  12. Santos, J. (2003). E-service quality: A model of virtual service quality dimensions. Managing Service Quality, 13(3), 233–246.
  13. Sharma, G., & Lijuan, W. (2015). The effects of online service quality of e-commerce websites on user satisfaction. Journal of Retailing and Consumer Services, 25, 147–153.
  14. Siddiqi, K. O. (2011). Interrelations between service quality attributes, customer satisfaction, and customer loyalty in the retail banking sector in Bangladesh. International Journal of Business and Management, 6(3), 12–36.
  15. Srivastava, M., & Sharma, S. (2014). Service quality, customer satisfaction and customer loyalty in e-banking: A study on the Indian banking sector. International Journal of Customer Relationship Marketing and Management, 5(1), 1–17.
  16. Suh, B., & Han, I. (2002). Effect of trust on customer acceptance of Internet banking. Electronic Commerce Research and Applications, 1(3–4), 247–263.
  17. Tam, C., & Oliveira, T. (2016). Understanding the impact of m-banking on individual performance: DeLone & McLean and TTF perspective. Computers in Human Behavior, 61, 233–244.
  18. Yoon, C. (2010). Antecedents of customer satisfaction with online banking in China: The effects of experience. Computers in Human Behavior, 26(6), 1296–1304.
  19. Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through websites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375.
  20. Zhou, T. (2011). An empirical examination of initial trust in mobile banking. Internet Research, 21(5), 527–540.

 

 

Post Views: 170

Download Full Paper

Download PDF No. of Downloads:25 | No. of Views: 167