Abstract
Understanding the channel-specific, post-adoption relational aspect in digital banking landscapes enables banks to refine their customer relationship strategies to acquire technology-driven benefits and improve bank customer relationships. The study aims to empirically assess the impact of a set of quality variables with word-of-mouth driving relationship quality (satisfaction and trust) that further strengthens bank-customer relationships. Using a stratified random sampling technique, the response of 370 mobile banking users was analyzed with PLS-SEM for the confirmatory analysis and then a configurational method was applied employing a fuzzy-set qualitative comparative analysis. The findings indicate, that customers satisfied with quality aspects cultivate trust as a relational quality in mobile banking services. Further, the study found relevant configurations of significant antecedents that need to be prioritized in fostering bank-customer relationships through mobile banking.
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