Cronbach’s alpha, AVE and CR values
| Items | Statements | FL |
|---|---|---|
| Reliability AVE (0.75), CR (0.90) α (0.83) | E-banking website provides the services exactly as promised during COVID-19 | 0.804 |
| E-banking always provides the services at the promised time during COVID-19 | 0.916 | |
| Using e-banking, I can retrieve the transaction details on my account during COVID-19 | Del | |
| The information provided over the e-banking website is accurate during COVID-19 | 0.869 | |
| Privacy and Security AVE (0.57), CR (0.80) α (0.62) | My personal information is protected on the e-banking platform during COVID-19 | 0.688 |
| My financial information is protected on the e-banking platform during COVID-19 | 0.779 | |
| The transactions over the e-banking website are secured during COVID-19 | 0.782 | |
| Website Design AVE (0.053), CR (0.82) α (0.73) | The e-banking website is updated regularly during COVID-19 | 0.734 |
| The e-banking website is well organized during COVID-19 | 0.798 | |
| The e-banking website includes interactive features during COVID-19 | 0.630 | |
| The e-banking website is easy to use during COVID-19 | 0.742 | |
| Customer Service and Support AVE (0.74), CR (0.92) α (0.90) | Customer service personnel are knowledgeable of e-banking services during COVID-19 | 0.766 |
| Customer service personnel are always willing to help me with matters relating to e-banking during COVID-19 | 0.909 | |
| My queries relating to e-banking are answered promptly during COVID-19 | 0.910 | |
| E-banking customer care team has customers’ best interests at heart during COVID-19 | 0.838 | |
| E-banking customer care team can be accessed at any time (24/7 operating hours) during COVID-19 | Del | |
| E-banking Satisfaction AVE (0.75), CR (0.92) α (0.89) | I am generally pleased with this bank’s online services during COVID-19 | Del |
| I am very satisfied with this bank's online services during COVID-19 | 0.832 | |
| I am happy with this online bank during COVID-19 | 0.921 | |
| The website of online banks is simple to use during COVID-19 | 0.874 | |
| I am satisfied with the overall online bank's products and services during COVID-19 | 0.841 | |
| E-banking Loyalty AVE (0.79), CR (0.94) α (0.91) | I will recommend e-banking to other people during COVID-19 | 0.877 |
| I prefer e-banking above other channels of banking during COVID-19 | 0.873 | |
| I would like to say positive things about e-banking to other people during COVID-19 | 0.910 | |
| I intend to continue using e-banking during COVID-19 | 0.892 |
| Items | Statements | FL |
|---|---|---|
| Reliability AVE (0.75), CR (0.90) α (0.83) | E-banking website provides the services exactly as promised during COVID-19 | 0.804 |
| E-banking always provides the services at the promised time during COVID-19 | 0.916 | |
| Using e-banking, I can retrieve the transaction details on my account during COVID-19 | Del | |
| The information provided over the e-banking website is accurate during COVID-19 | 0.869 | |
| Privacy and Security AVE (0.57), CR (0.80) α (0.62) | My personal information is protected on the e-banking platform during COVID-19 | 0.688 |
| My financial information is protected on the e-banking platform during COVID-19 | 0.779 | |
| The transactions over the e-banking website are secured during COVID-19 | 0.782 | |
| Website Design AVE (0.053), CR (0.82) α (0.73) | The e-banking website is updated regularly during COVID-19 | 0.734 |
| The e-banking website is well organized during COVID-19 | 0.798 | |
| The e-banking website includes interactive features during COVID-19 | 0.630 | |
| The e-banking website is easy to use during COVID-19 | 0.742 | |
| Customer Service and Support AVE (0.74), CR (0.92) α (0.90) | Customer service personnel are knowledgeable of e-banking services during COVID-19 | 0.766 |
| Customer service personnel are always willing to help me with matters relating to e-banking during COVID-19 | 0.909 | |
| My queries relating to e-banking are answered promptly during COVID-19 | 0.910 | |
| E-banking customer care team has customers’ best interests at heart during COVID-19 | 0.838 | |
| E-banking customer care team can be accessed at any time (24/7 operating hours) during COVID-19 | Del | |
| E-banking Satisfaction AVE (0.75), CR (0.92) α (0.89) | I am generally pleased with this bank’s online services during COVID-19 | Del |
| I am very satisfied with this bank's online services during COVID-19 | 0.832 | |
| I am happy with this online bank during COVID-19 | 0.921 | |
| The website of online banks is simple to use during COVID-19 | 0.874 | |
| I am satisfied with the overall online bank's products and services during COVID-19 | 0.841 | |
| E-banking Loyalty AVE (0.79), CR (0.94) α (0.91) | I will recommend e-banking to other people during COVID-19 | 0.877 |
| I prefer e-banking above other channels of banking during COVID-19 | 0.873 | |
| I would like to say positive things about e-banking to other people during COVID-19 | 0.910 | |
| I intend to continue using e-banking during COVID-19 | 0.892 |
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