Table A1 Measurement items, means,...

Table A1

Measurement items, means, standard deviations and sources for constructs used in the model

Variables from the tested model
Construct/Item from questionnaire			Mean	Std. dev	Adopted from
Service quality (SQ)	SQ1	My bank offers a complete range of services	4.463	0.749	Jamal and Naser (2002)
	SQ2	My bank provides its services at the time it promises to do so	4.456	0.706
	SQ3	My bank performs the services accurately	4.480	0.708
	SQ4	Customer service personnel are always willing to help me on matters relating to e-banking	4.273	0.780	Shankar and Jebarajakirthy (2019)
	SQ5	The bank consistently provides quality services	4.406	0.729	Ndubisi (2006)
	SQ6	I feel secure about the electronic payment system of the online organization	4.345	0.775	Kassim and Asiah Abdullah (2010)
Service efficiency (SE)	SE1	The use of e-banking services are time saving	4.584	0.713	Hammoud et al. (2018)
	SE2	I can complete quickly any transaction through the e-banking service channels	4.580	0.675
	SE3	The service delivered through the e-banking services is quick	4.602	0.646
	SE4	My interaction with the e-banking system is clear and understandable	4.429	0.745
	SE5	I find the e-banking system to be flexible to interact with	4.414	0.731
	SE6	The bank's website/app is simple to use	4.241	0.715	Tharanikaran et al. (2017), Parasuraman et al. (2005)
	SE7	The bank's website/app makes easy to get anywhere	4.397	0.713	Tharanikaran et al. (2017), Parasuraman et al. (2005)
	SE8	E-banking website provides the services exactly as promised	4.452	0.679	Shankar and Jebarajakirthy (2019)
Customer satisfaction (CS)	CS1	I feel satisfied with the products/services offered by my bank	4.414	0.748	Manyanga et al. (2022)
	CS2	My choice to use this bank was a wise one	4.564	0.661	Leninkumar (2017), Gremler and Gwinner (2000)
	CS3	The bank's website/app has met (exceed) my expectations	4.470	0.720	Manyanga et al. (2022), Sharma (2024)
	CS4	The mobile banking app/website is successful in managing my banking needs	4.482	0.699
	CS5	I feel satisfied after each bank transaction with my bank	4.427	0.745
	CS6	I am consistently satisfied with my decision to use e-banking	4.496	0.696
Customer loyalty (CL)	CL1	I have a commitment to stay with my bank	4.484	0.728	Manyanga et al. (2022), Gremler and Gwinner (2000)
	CL2	I consider my bank as my first choice among other banks in the area	4.307	0.800
	CL3	As long as the present e-banking service continues, I doubt that I would switch banks	4.243	0.850
	CL4	I intend to continue using e-banking services over the next few years	4.562	0.699
	CL5	My bank comes first when I am deciding on e-banking services	4.333	0.845
	CL6	I recommend my bank to someone who seeks my advice (friends)	4.078	0.989	Parasuraman et al. (2005), Leninkumar (2017)
	CL7	I will continue with my bank although other banks launched many promotions	4.090	0.962	Manyanga et al. (2022)

Variables from the tested model
Construct/Item from questionnaire			Mean	Std. dev	Adopted from
Service quality (SQ)	SQ1	My bank offers a complete range of services	4.463	0.749	Jamal and Naser (2002)
	SQ2	My bank provides its services at the time it promises to do so	4.456	0.706
	SQ3	My bank performs the services accurately	4.480	0.708
	SQ4	Customer service personnel are always willing to help me on matters relating to e-banking	4.273	0.780	Shankar and Jebarajakirthy (2019)
	SQ5	The bank consistently provides quality services	4.406	0.729	Ndubisi (2006)
	SQ6	I feel secure about the electronic payment system of the online organization	4.345	0.775	Kassim and Asiah Abdullah (2010)
Service efficiency (SE)	SE1	The use of e-banking services are time saving	4.584	0.713	Hammoud et al. (2018)
	SE2	I can complete quickly any transaction through the e-banking service channels	4.580	0.675
	SE3	The service delivered through the e-banking services is quick	4.602	0.646
	SE4	My interaction with the e-banking system is clear and understandable	4.429	0.745
	SE5	I find the e-banking system to be flexible to interact with	4.414	0.731
	SE6	The bank's website/app is simple to use	4.241	0.715	Tharanikaran et al. (2017), Parasuraman et al. (2005)
	SE7	The bank's website/app makes easy to get anywhere	4.397	0.713	Tharanikaran et al. (2017), Parasuraman et al. (2005)
	SE8	E-banking website provides the services exactly as promised	4.452	0.679	Shankar and Jebarajakirthy (2019)
Customer satisfaction (CS)	CS1	I feel satisfied with the products/services offered by my bank	4.414	0.748	Manyanga et al. (2022)
	CS2	My choice to use this bank was a wise one	4.564	0.661	Leninkumar (2017), Gremler and Gwinner (2000)
	CS3	The bank's website/app has met (exceed) my expectations	4.470	0.720	Manyanga et al. (2022), Sharma (2024)
	CS4	The mobile banking app/website is successful in managing my banking needs	4.482	0.699
	CS5	I feel satisfied after each bank transaction with my bank	4.427	0.745
	CS6	I am consistently satisfied with my decision to use e-banking	4.496	0.696
Customer loyalty (CL)	CL1	I have a commitment to stay with my bank	4.484	0.728	Manyanga et al. (2022), Gremler and Gwinner (2000)
	CL2	I consider my bank as my first choice among other banks in the area	4.307	0.800
	CL3	As long as the present e-banking service continues, I doubt that I would switch banks	4.243	0.850
	CL4	I intend to continue using e-banking services over the next few years	4.562	0.699
	CL5	My bank comes first when I am deciding on e-banking services	4.333	0.845
	CL6	I recommend my bank to someone who seeks my advice (friends)	4.078	0.989	Parasuraman et al. (2005), Leninkumar (2017)
	CL7	I will continue with my bank although other banks launched many promotions	4.090	0.962	Manyanga et al. (2022)

Note(s): Items highlighted in italic indicate indicators that were removed during the measurement model evaluation stage. These items were excluded due to low outer loadings and discriminant validity concerns (HTMT) and were not included in the final measurement or structural model

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