Title: Performance of online banking and direct effect of service quality on consumer retention and credibility of consumer and mediation effect of consumer satisfaction

Authors: Syed Mohd Minhaj; M. Altaf Khan

Addresses: Department of Commerce and Business Studies, Jamia Millia Islamia, New Delhi – 110025, India ' Department of Commerce and Business Studies, Jamia Millia Islamia, New Delhi – 110025, India

Abstract: The purpose of this study is to assess the present status of online banking in India. This research paper is an attempt to identify the effect of online banking service quality on consumer retention and the credibility of consumers in India. The data was collected using Google Forms via an online questionnaire with a sample size of 176 respondents. A quota sampling technique was used; structure equation modelling (SEM), convergent and discriminant validity, and model fitness were achieved through Smart PLS 3. The findings reveal that service quality has a significant direct effect on consumer retention, credibility of consumers, and consumer satisfaction, with a significant mediation effect of consumer satisfaction on consumer retention and credibility of consumers.

Keywords: online banking; service quality; retention; credibility.

DOI: 10.1504/IJBIS.2025.147809

International Journal of Business Information Systems, 2025 Vol.49 No.4, pp.473 - 490

Received: 28 Sep 2021
Accepted: 23 Nov 2021
Published online: 04 Aug 2025 *

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