Examining Mediating Effect of Customer Satisfaction among Factors of Service Quality and Purchase Intention

Abstract

The main purpose of this study is to examine the effect of service quality factors like physical environment, tangibility and reliability on purchase intention through mediating role of customer Satisfaction. This study was cross sectional and quantitative in nature. The data of the present study was collected from the customers working in Islamic banks of Pakistan. For data collection researcher adopted convenience sampling technique. The usable response rate of study was more than 53%. The collected data was analyzed using smart PLS. the findings of the study revealed that service quality factors have direct significant effect on purchase intention and customer satisfaction. Moreover, mediating role of customer satisfaction was also supported in the study. The findings of the study are helpful for policymakers and academicians for future studies.