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A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector

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Abstract

This study examines the linkage between service quality, customer satisfaction, and customer engagement in Indian public sector banks. The study explored the mediating role of customer satisfaction between perceived service quality and customer engagement. Primary data were collected through a structured questionnaire from the two hundred and fifty respondents. Hierarchical multiple regression is used to find out the mediation effect. The study found that customer satisfaction mediates service quality and customer engagement. The study's findings provide new insights for the banking sector to enhance customer satisfaction and engagement.

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  1. Postgraduate Studies and Research Department, College of Banking and Financial Studies, PO Box: 3122, 112, Ruwi, Muscat, Sultanate of Oman

    S. Ananda

  2. B.Voc in Retail Management and Information Technology, Davanagere University, Davanagere, India

    Raghavendra Prasanna Kumar

  3. Modern College of Business Sciences, PO Box: 3122, 112, Ruwi, Muscat, Sultanate of Oman

    Dharmendra Singh

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Ananda, S., Kumar, R.P. & Singh, D. A mediation analysis of perceived service quality, customer satisfaction and customer engagement in the banking sector. J Financ Serv Mark 28, 570–584 (2023). https://doi.org/10.1057/s41264-022-00160-1

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