Determining the Effect of Banking Service Quality on Customer Loyalty Using Customer Satisfaction as a Mediating Variable: An Applied Study on the Jordanian Commercial Banking Sector

摘要

Banks operate in an environment characterized by competition between banking service providers and thecontinuous development of financial technology. On this basis, the quality of banking services determines thesuccess of banks. This study aims to test customer satisfaction as a mediating variable in the relationship betweenbanking service quality and customer loyalty using the convenience sample method. Using the SmartPLSsoftware, the data analysis and hypothesis test results show that the quality of banking service in all itsdimensions positively affects customer loyalty. Moreover, customer satisfaction mediates such a relationship.Accordingly, the Jordanian commercial banking sector should focus on the tangibility dimension and influencecustomer satisfaction to promote customer loyalty.