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

Sintayehu Lolemo & Hemal Pandya

Journal of Digital Economy2025https://doi.org/10.1016/j.jdec.2025.05.005article
ABDC B
Weight
0.46

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.

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https://doi.org/https://doi.org/10.1016/j.jdec.2025.05.005

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@article{sintayehu2025,
  title        = {{Customer e-satisfaction as a mediator between e-service quality, brand image, and e-loyalty: Insights from Ethiopian digital banking technology}},
  author       = {Sintayehu Lolemo & Hemal Pandya},
  journal      = {Journal of Digital Economy},
  year         = {2025},
  doi          = {https://doi.org/https://doi.org/10.1016/j.jdec.2025.05.005},
}

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

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Evidence weight

0.46

Balanced mode · F 0.40 / M 0.15 / V 0.05 / R 0.40

F · citation impact0.37 × 0.4 = 0.15
M · momentum0.60 × 0.15 = 0.09
V · venue signal0.50 × 0.05 = 0.03
R · text relevance †0.50 × 0.4 = 0.20

† Text relevance is estimated at 0.50 on the detail page — for your query’s actual relevance score, open this paper from a search result.