E-Service Quality and Customer Loyalty in Deposit Money Banks: A Conceptual Review

Lawan Garba¹ , Abdulkarim Garba² , Nuruddeen Abba Abdullahi³

Section:Review Paper, Product Type: Journal-Paper
Vol.13 , Issue.1 , pp.44-50, Mar-2025

Online published on Mar 31, 2025

Copyright © Lawan Garba, Abdulkarim Garba, Nuruddeen Abba Abdullahi . This is an open access article distributed under the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly cited.
 

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Abstract :
E-service quality plays a pivotal role in fostering customer loyalty in the highly competitive deposit money banking sector. Superior e-service quality not only enhances operational efficiency but also builds trust and satisfaction among customers, which are critical for sustaining long-term relationships. This conceptual review examines the relationship between e-service quality and customer loyalty in deposit money banks, with a focus on the Nigerian banking sector. The study adopts a library research approach, relying extensively on secondary data sourced from journal articles, books, conference proceedings, government publications, and credible online resources. Content analysis was employed to systematically review the literature, focusing on identifying recurring themes, concepts, and patterns relevant to e-service quality and customer loyalty. The findings underscore the significance of e-service quality as a determinant of customer loyalty, highlighting key dimensions such as reliability, responsiveness, assurance, and empathy in the delivery of digital banking services. Despite the growing interest in this field, the review identifies gaps in existing research, particularly in integrating customer perceptions and behavioral outcomes. To address these gaps, the study proposes a conceptual framework linking e-service quality to customer loyalty. Additionally, a conceptual model illustrating this relationship is presented, providing a foundation for future empirical studies and practical insights for bank managers aiming to enhance customer loyalty through improved e-service quality.

Key-Words / Index Term :
E-Service, Quality, Customer, Loyalty, Deposit, Money, Banks.

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