This article aims to determine the moderating role of demographics gender, age and income on the relationship between mobile banking (m-banking) usage and loyalty towards the service. A sample of 524 m-banking users from the state of Punjab in India was used to understand the interaction of this relationship. The collected data was then analyzed through moderated multiple regression analysis using dummy variables. Results of the study reveal that among the three demographics, gender and age moderate the relationship between m-banking usage and loyalty. The study provides important implications for the banks and the academic research related to m-banking.

This study addresses a research gap in mobile banking (M-banking) related to post service usage consumer behavior and aims to discover the impact of electronic core (e-core) service quality dimensions on the perceived value of service in relation to three socio-economic variables i.e. gender, age and income. The study attempts to identify whether the impact of these dimensions vary as per the difference in socio-economic demographics? Further, E-S-QUAL scale representing dimensions of e-core service quality is utilized and data collection is conducted from a survey of 600 mobile banking users of the Punjab State in India. The collected data is then put to test using Multiple Regression Analysis and Cronbach's alpha. Findings of the study reveal that different customers perceive these dimensions differently depending upon their demographics. This study has important implications for academic research related to e-service quality or to any one doing research in the field of M-banking.

This paper focuses on determining the age-based differences among consumers in terms of the acceptance of mobile social media. In doing so, the younger age group is represented by Generation Y and the elderly by Baby Boomers. Further, the famous UTAUT2 model is applied, and relationships mentioned in it are evaluated for the two age groups. For this purpose, a sample of 249 respondents was obtained from the online survey conducted in the state of Punjab in India. The statistical technique of multi-group path analysis using structural equation modelling (SEM) is applied to the generated data. The findings of the study reveal that the young age and elderly groups differ significantly in terms of the impact of effort expectancy, facilitating conditions, hedonic motivation on behavioral intention, and facilitating conditions on use behavior. It may provide important implications for future research related to internet marketing and mobile social media.

This chapter focuses on the issue of quality strategies for attaining customer loyalty in an e-service environment. It takes into consideration the key relationship between e-service quality and customer loyalty. A case of mobile banking service acted as the basis for the formulation of quality strategies for customer retention. This study was conducted by a survey with a sample size of 524 mobile banking users in the state of Punjab in India. The survey instrument utilized the E-S-QUAL, E-RecS-QUAL, and loyalty scales proposed in the earlier research studies. Furthermore, the data generated was analyzed by using the statistical multiple regression. Findings of this chapter give important implications to the delivery of e-service for mobile banking. It could help service providers to gain proper insights into the issue of managing the customers in a virtual environment.

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