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 5 Mediation analysis by Baron and Kenny [4]

Variable	Coefficient (β)	SE	t-value	p-value
Model 1: Regression Result Between E-Service Quality (IV) and E-Satisfaction (Mediator)
E-SQ	0.369	0.040	9.302	0.000*
R² = 0.164, F = 86.531*
Model 2: Regression Result Between E-Service Quality (IV) and E-Loyalty (DV)
E-SQ	0.294	0.048	6.086	0.000*
R² = 0.078, F = 37.039*
Model 3: Regression Result Between E-Satisfaction (Mediator) and E-Loyalty (DV)
E-SAT	0.666	0.045	14.669	0.000*
R² = 0.328, F = 215.171*
Model 4: Regression Result Between E-Service Quality (IV) and E-Loyalty (DV) in the presence of E-Satisfaction(Mediator)
E-SQ	0.059	0.045	1.298	0.195
E-SAT	0.640	0.050	12.893	0.000*
R² = 0.331, F = 108.595*

*Indicates significance at 1% level. This table indicates the various steps of Baron and Kenny [4] mediation analysis in four different models. Regression model 1 indicates the impact of e-service quality on e-satisfaction. Regression model 2 indicates the influence of e-service quality on e-loyalty. Regression model 3 indicates the affect of e-satisfaction on e-loyalty, and model 4 shows the influence of e-service quality on e-loyalty in the presence of e-satisfaction (mediator)