Title: Exploring the role of internet speed as a moderator in the service quality-customer satisfaction relationship: a comprehensive analysis

Authors: Sintayehu Ermias Lolemo; Hemal B. Pandya

Addresses: S.D. School of Commerce, Gujarat University, Navrangpura, Ahmedabad, 380009, India ' S.D. School of Commerce, Gujarat University, Navrangpura, Ahmedabad, 380009, India

Abstract: This study aims to explore and understand the relationship between service quality, customer satisfaction, and the moderating influence of internet speed. We collected data from 452 respondents of the Commercial Bank of Ethiopia through surveys and simple random sampling, using positivism as a research philosophy and a deductive approach. When analysing the data using SPSS version 26, zero-order correlations and descriptive statistics revealed a positive service quality-customer satisfaction relationship at low and medium speeds, turning negative at high speeds. Amos v.23 conducted confirmatory factor analysis (CFA), validating the three-factor model, confirming its dependability, and alleviating concerns around common method bias. Bootstrapping revealed reliability support for the moderation of the service quality-customer satisfaction relationship by internet speed through the PROCESS macro program in SPSS. The control variable analysis identified occupation and age as significant influences on customer satisfaction. Theoretical implications highlight the dynamic nature of online service delivery and the potential for nonlinear moderation, urging further exploration of contextual factors. Practically speaking, businesses should adapt service quality enhancements to the unique context of internet speed, acknowledging its crucial role in enhancing customer satisfaction.

Keywords: digital banking; moderation effect; bootstrapping; control variables; online service delivery.

DOI: 10.1504/IJDCET.2025.152636

International Journal of Digital Culture and Electronic Tourism, 2025 Vol.4 No.4, pp.327 - 341

Received: 30 May 2023
Accepted: 24 Sep 2024
Published online: 01 Apr 2026 *

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