PurposeThis study explores the service quality dimensions in Internet banking and their impact on e-customer’s satisfaction and e-customer’s loyalty. This study tries to inspect the structural association between Internet banking service quality, electronic customer satisfaction and electronic customer loyalty based on separate constructs.Design/methodology/approachIn this present research, quantitative approach is applied. The data is gathered from 500 bank clients in Pakistan by using structured questionnaires, and the theoretical model is tested by partial least square structured equation modeling (PLS-SEM). Moreover, convergent validity and discriminant validity were assessed.FindingsResults show that all the dimensions are found to have a positive and significant influence on customer satisfaction while customer’s satisfaction has a significant and positive impact on customer’s loyalty. Findings indicate that service quality plays a very important role in every society, as it has become the basis for how customers interpret online banking and, in the end, how it interacts and operates with online services.Practical implicationsThis research adds up considerably to the literature of bank marketing, and it is also fruitful for the academicians since it demonstrates the way Internet banking service quality determinants predict e-satisfaction of clients which ultimately raises the e-loyalty of clients. This study is useful for those E-retailers and managers who want to grab e-retailing market.Originality/valueThis research suggests a model which ultimately enhances customer loyalty towards Internet banking service quality through customer satisfaction in Pakistan. It involves modified model of E-SERVQUAL (user friendliness, efficiency of websites, personal need, and site organization) which connects it to electronic customer satisfaction and electronic customer loyalty. Therefore, it will assist the Internet banking sector in building effective marketing tactics, establishing long lasting relationships with clients and acquiring the competitive edge in the market.

This article explores the influence of corporate social responsibility (CSR) and three green triggers of environment (awareness, concern, and knowledge) on employee well‐being and green behavior. The study engages the stimulus–organism–response model for testing the association between CSR and well‐being of employees that leads to employee green behavior. Furthermore, social exchange theory has been utilized to describe the association between well‐being and green behavior of employees. Data have been gathered through questionnaire from 509 employees working in guest‐service hotels of Pakistan. Structural equation modeling has been used to test the hypotheses. Findings show that CSR, environmental concern, and knowledge have positive effect on employee well‐being, whereas environmental awareness has positive but insignificant effect on employee well‐being. Furthermore, environmental concern, knowledge, and well‐being have a positive influence on green behavior, whereas CSR and environmental knowledge have a positive but insignificant effect. Moreover, well‐being fully mediates the relationship between CSR and green behavior and between environmental awareness and green behavior of employees. However, a partial mediation was observed between environmental concern and green behavior. The findings also indicate that no mediation was found between environmental knowledge and employee green behavior. The findings suggest that the hotel managers should invest to improve employee's awareness regarding green behavior by conducting environmental training for cultivating environmental knowledge and awareness. Moreover, CSR activities should be performed for attaining competitive edge and maintaining a balance between progress and sustainability of environment.

Purpose This paper aims to examine the determinants that influence bank users’ acceptance for Islamic financial technology (FinTech) services by extending the technology acceptance model (TAM) in the Malaysian context. Design/methodology/approach The survey was conducted using convenience sampling. Moreover, 205 responses were gathered from users of the Islamic bank. On the same note, the literature on determinants of Islamic FinTech acceptance and TAM was reviewed as well in a bid to contribute to the factors that are instrumental in determining the acceptance of FinTech services. Findings Findings of the study reveal that Islamic FinTech’s services acceptance is determined by perceived ease of use, perceived usefulness and also by another variable, which is consumer innovativeness (CI). On the contrary other factors, self-efficacy and subjective norms are found not to be influential in determining Islamic FinTech’s acceptance by Islamic banking users. Originality/value TAM is extended in the context of Islamic FinTech. A new variable, namely, CI is tested using TAM. CI is yet to be tested, therefore, this paper will be a useful reference for the policymakers, academicians and future researchers.

When employees do work by "going beyond" or by "giving their all." They look at their job as more than just a paycheck and eager to do all they can to make their work environment more effective, though such actions are not associated with their job descriptions. Such behaviors are sometimes because of the personality of an individual, but sometimes organizations boost such behaviors by providing a peaceful

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