Understanding The Influence Of E-Service Quality On Customer Loyalty To Using Mobile Phone Application Of Young Consumers

Abstract

The rapid advancement of information and communication technology has prompted commercial banks to develop mobile banking services that are tailored to meet the needs of their customers. The purpose of this study was to explained e-service quality affects customer loyalty in young customers' commercial banks' mobile banking apps. The questionnaire was used to obtain primary data from 271 young customers. In addition, the regression analysis used to evaluate hypotheses. The findings showed that the four dimensions of e-services quality had a beneficial impact on customer loyalty. In addition, the study's highlights revealed customer satisfaction as a mediator variable. Finally, this study demonstrated the relevance of e-service quality in increasing customer satisfaction and customer loyalty on mobile phone application.