RETRACTED: Customer e-satisfaction as a mediator between e-service quality, brand image, and e-loyalty: Insights from Ethiopian digital banking technology

Year: 2025

Type: article

Abstract: ABSTRACT This study investigates the mediating role of customer e-satisfaction in the relationships between e-service quality, brand image, and e-loyalty within Ethiopia's digital banking sector, with a specific focus on the Commercial Bank of Ethiopia. Using a quantitative research design, data were gathered through self-administered surveys and analyzed using structural equation modeling (SEM). To mitigate potential bias, the common latent factor (CLF) approach was used. The results demonstrate that e-service quality significantly enhances e-loyalty, with customer e-satisfaction serving as a crucial mediator. Additionally, brand image exerts both a direct positive effect on e-loyalty and an indirect influence through customer e-satisfaction. By extending the cognitive-affect-conation pattern model to the digital banking context, this study offers valuable theoretical and practical contributions for banks aiming to strengthen customer e-loyalty in a competitive digital landscape.

Source: Journal of Digital Economy

DOI: 10.1016/j.jdec.2025.05.005

Authors: Sintayehu Ermias Lolemo, Hemal B. Pandya

Institution: Gujarat University

Language: English

Topic: Customer Service Quality and Loyalty

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

Open Access status: hybrid

Estimated APC paid: $500

OpenAlex ID: W4410815197

FWCI: 15.22

Cites: 40

Cited by: 12

Related to: 10