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

Abstract This study explores the mediating role of e-satisfaction during pandemic on relationship between e-service quality and e-loyalty banking customers in Pakistan. The data were collected from 442 online services Pakistan Covid-19 pandemic, following a survey-based study. Baron Kenny (J Personal Soc Psychol, 51(6):1173, 1986) Preacher Hayes (Behav Res Methods, 40(3):879-891, 2008) mediation technique which utilizes bootstrapping method has been used to explore mediation. findings show that significant positive effect services. Relationships are significantly fully mediated by their satisfaction unusual situations. would help bankers implement more effective marketing strategies retain attract potential customers, particularly non-normal situations like pandemic. It will them identify areas e-services need improvement enhance loyalty customers. bootstrap for along with leads using sophisticated methodological Oliver Expectancy-Disconfirmation Paradigm (EDP) electronic setup also served as unique contribution this Application robust add scientific value they applicable sector particular overall service general. Further, two different methods have employed makes rigorous scientific.