Examine the Mediating Role of Trust between Quality Factors and Customers Loyalty in Developing Economy

Abstract

Technological evolution has transformed businesses in a new era. Modern paradigms shift towards the adoption of gadgets has changed the methods of providing services to clients. Globalization has also spurred the gear towards the numerical transformation of financial organizations worldwide. Banks provided themselves with current contrivances to offer creative and dynamic types of assistance to customers. "Traditional banking" has changed in "advanced and digital banking" with different E-banking channels to facilitate customers worldwide. However, numerous E-banking services and factors quality affect “customer loyalty.” This research is novel due to its approach, methodology and choice of study context. A recent study examined the effect of sincerity, website development and security on customer loyalty. The information was collected through survey technique from the 250 clients utilizing e-banking facilities of top five commercialized private banks operating in Pakistan. A convenience sample was used to get data from a population of the study. “Structural equation modeling technique” was employed to statistically  test the data. Results found the substantial impact of “reliability, website design and security” on customer loyalty. The findings of the current study have certain practical and theoretical implications by providing those strategies for the administration of banks to improve website design further make it more feasible and enhance the security attributes which helps in achieving the trust of customers, and they become more loyal towards the bank in perspective of developing economy.