Online Service Quality and Brand Equity: The Mediational Roles of Perceived Value and Customer Satisfaction

Abstract

This research examines mediational roles of perceived customer value and customer satisfaction on the relationship between online service quality dimensions and brand equity dimensions. A theoretical model was developed based on a review of the existing literature on the topics, and a survey was developed to test the model using a sample of 576 participants with active online banking accounts in UAE. The structural findings showed that system efficiency, fulfillment and responsiveness have positive effects on brand awareness and brand image, whereas system reliability and security showed negative relationships. Moreover, the findings support the mediational roles of perceived customer value and customer satisfaction on the relationship between brand awareness, brand image, and brand loyalty.

Cite this work

No public copy is stored for this record, so only the metadata is cited.

Stored only when both papers are in the corpus — 38 citations exist upstream.

Papers that cite the same references — the relational fallback while embeddings are still backfilling.