Validation of three-path mediation modelling of service quality and behavioural intention relationship in retail banking

Key Points

• The aim is to validate a three-path mediation model connecting service quality to behavioural intention in retail banking.
• Developed a mediation model with three paths linking service quality and behavioural intention.
• Collected data through surveys targeting banking customers.
• Applied statistical analyses to validate the proposed model.
• Confirmed that service quality positively influences behavioural intention.
• Identified specific mediation paths that enhance the relationship between service quality and customer behaviour.