M.A. Thesis:

The Relationship Between Customer Experience and Digital Banking on Financial Performance Based on the Intermediary Loyalty and Customer Satisfaction Role

In this study, The Relationship Between Customer Experience and Digital Banking on Financial Performance Based on the Intermediary Loyalty and Customer Satisfaction Role. The statistical population is staff of customers of Ansar Bank branches in Mashhad with 221 employees and 100,000 customers. The sample size was 140 employees and 248 customers using Morgan table. The sampling method in this study is simple random. Eight standard questionnaires were used in this study. In this study, Amos software and structural equation modeling method were used for data analysis. Research findings show that there is a significant relationship between customer experience with financial performance, customer satisfaction and customer loyalty, financial performance and customer loyalty. There is a significant relationship between customer experience with the mediating role of customer loyalty and financial performance. There is a significant relationship between customer experience with the mediating role of customer satisfaction and financial performance. There is a significant relationship between customer loyalty and financial performance. There is a significant relationship between perceived value and customer experience. There is a significant relationship between the quality of digital banking services and customer experience.

Keywords: Customer Experience, Financial Performance, Customer Satisfaction, Customer Loyalty, Perceived Value