Impact of e-service quality on e-loyalty of online banking customers in Pakistan during the Covid-19 pandemic: mediating role of e-satisfaction

Future Business Journal

Table 4 Regression analysis by Preacher and Hayes [32] technique

Panel A: Mediation analysis
#	Variable	Coefficient (β)	SE	t-value	p-value
1	IV to Mediator (a path)
	E-satisfaction	0.4459	0.0407	10.9680	0.0000
2	Direct effects of mediator on DV (b path)
	E-satisfaction	0.7312	0. 0508	14.3846	0.0000
3	Total effect of IV on DV (c path)
	E-service quality	0.4455	0.0525	8.4836	0.0000
4	Direct effect of IV on DV (cʹ path)
	E-service quality	0.1195	0.0489	2.4435	0. 0149

Panel B: Summary of model for DV model
R²	Adjusted R²	F	df1	df2	p-value
0.4159	0.4132	156.2841	2.0000	439.0000	0.0000

Bootstrap outcome for indirect effects
Panel C: Indirect effects of IV on DV through Mediator (ab paths)
	Data	Boot	Bias	SE
Total	0.3260	0.3237	− 0.0023	0.0512
E-Satisfaction	0.3260	0.3237	− 0.0023	0.0512

Panel D: Bias corrected confidence intervals
	Lower	Upper
Total	0.2384	0.4441
E-satisfaction	0.2384	0.4441

Panel “A” of this table shows the significant effect (p < 0.05) of e-service quality on e-satisfaction(path a), significant effect (p < 0.05) of e-satisfaction on e-loyalty(path b), significant effect(p < 0.05) of e-service quality on e-loyalty (path c) without the mediator e-satisfaction, and significant effect(p < 0.05) of e-service quality on e-loyalty (path cʹ) in the presence of mediator e-satisfaction. Panel “B” indicates that the model is a good fit and significant (p < 0.05). Whereas, Panel “C” indicates that e-service quality is linked with approximately 0.3260 points higher e-loyalty scores mediated by e-satisfaction. It shows the indirect effects. Moreover, panel “D” indicates the lower and upper confidence limits, and it shows that the value zero does not fall between the lower and upper confidence limits of 0.2384 and 0.4441, respectively, which supports significant mediation as per [32].
Level of confidence: 95
N0 of bootstrap resamples: 1000
DV e-loyalty, IV e-service quality, MED e-satisfaction, Sample Size = n = 442