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The Virtual University, Pakistan’s first University based completely on modern Information and Communication Technologies, was established by the Government as a public sector, not-for-profit institution with a clear mission: to provide extremely affordable world class education to aspiring students all over the country.

Using free-to-air satellite television broadcasts and the Internet, the Virtual University allows students to follow its rigorous programs regardless of their physical locations. It thus aims at alleviating the lack of capacity in the existing universities while simultaneously tackling the acute shortage of qualified professors in the country. By identifying the top Professors of the country, regardless of their institutional affiliations, and requesting them to develop and deliver hand-crafted courses, the Virtual University aims at providing the very best courses to not only its own students but also to students of all other universities in the country.

AUTOMATED SERVICE QUALITY IN COMMERCIAL BANKING, CUSTOMER COMMITMENT AND THE MEDIATING ROLE OF CUSTOMER TRUST: A STUDY OF SOUTHERN PUNJAB

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Author: SHAHAR YAR


Citable URI : https://vspace.vu.edu.pk/detail.aspx?id=186

Publisher : Virtual University

Date Issued: 2/25/2019 12:00:00 AM


Abstract

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.


URI : https://vspace.vu.edu.pk/details.aspx?id=186

Citation: Yar, S,(2018). AUTOMATED SERVICE QUALITY IN COMMERCIAL BANKING, CUSTOMER COMMITMENT AND THE MEDIATING ROLE OF CUSTOMER TRUST: A STUDY OF SOUTHERN PUNJAB. Virtual University of Pakistan.(Lahore, Pakistan).

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