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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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