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Home > Automated Service Quality in Commercial Banking, Customer Commitment and the Mediating Role of Customer Trust: A Study of Southern Punjab

Automated Service Quality in Commercial Banking, Customer Commitment and the Mediating Role of Customer Trust: A Study of Southern Punjab

Thesis Info

Access Option

External Link

Author

Shahar Yar

Institute

Virtual University of Pakistan

Institute Type

Public

City

Lahore

Province

Punjab

Country

Pakistan

Thesis Completing Year

2018

Thesis Completion Status

Completed

Subject

Software Engineering

Language

English

Link

http://vspace.vu.edu.pk/detail.aspx?id=186

Added

2021-02-17 19:49:13

Modified

2024-03-24 20:25:49

ARI ID

1676720987930

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This study explains the mediating role of customer trust while describing the relationship between automated service quality and customer commitment. Survey technique is used to collect data using an adopted questionnaire. Preacher and Hayes mediation method is used to perform the mediation analysis in order to prove the deducted hypotheses. The results demonstrated that features of online banking services create customer trust. Customer commitment of banking customers is mediated by the elements of customer trust, built on automated service quality features. The author believes that these results have both managerial and research implications for design and operations strategy formulation in the banking industry. Results are applicable to facilitate the provision of online services in the banks and financial institutions where information technologies are being used.
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امین الدین

امین الدین !
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Expression Analysis of Sonic Hedgehog in Breast Cancer and its Relationship With Metastasis

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