The mediating role of customer satisfaction in the relationship between service quality and customer loyalty in multi-channel retail banking

The mediating role of customer satisfaction in the relationship between service quality and customer loyalty in multi-channel retail banking

This study examines the interrelationships among service quality (SQ), customer satisfaction (CS), and customer loyalty (CL) in the context of multi-channel retail banking. While customer satisfaction measures a customer’s present evaluation of service, customer loyalty reflects their long-term comm...

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Bibliographic Details
Main Authors: Shame Mugova, Nancy Gathoni Kiliswa, Margaret Mashizha
Format: Article
Language:English
Published: Taylor & Francis Group 2025-12-01
Series:Cogent Business & Management
Subjects:
Customer satisfaction
service quality
customer loyalty
multi-channel
retail banking
Business, Management and Accounting
Online Access:https://www.tandfonline.com/doi/10.1080/23311975.2025.2514937
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