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A Systems View Across Time and Space

Table 7 Multinomial logistic regression

From: Examining the effect of electronic banking service quality on customer satisfaction and loyalty: an implication for technological innovation

Customer satisfactiona

B

Std. Error

Wald

df

Sig.

Exp(B)

Dissatisfied

      

 Intercept

4.451

1.515

8.632

1

.003

 

 [RSP = 1]

− 1.415

1.428

.981

1

.322

.243

 [RSP = 2]

− 22.467

5270.202

.000

1

.997

1.749E−010

 [RSP = 3]

0c

  

0

  

 [RLB = 1]

− 1.920

1.524

1.588

1

.208

.147

 [RLB = 2]

− 4.593

1.724

7.099

1

.008

.010

 [RLB = 3]

0c

  

0

  

 [SAP = 1]

4.167

2.005

4.321

1

.038

64.511

 [SAP = 2]

.051

11,325.423

.000

1

1.000

1.053

 [SAP = 3]

0c

  

0

  

 [SAV = 1]

1.328

1.443

.847

1

.357

3.775

 [SAV = 2]

− 20.298

7085.216

.000

1

.998

1.530E−009

 [SAV = 3]

0c

  

0

  

 [ETU = 1]

− 1.487

1.301

1.306

1

.253

.226

 [ETU = 2]

− .683

1.872

.133

1

.715

.505

 [ETU = 3]

0c

  

0

  

 [SPD = 1]

− 2.521

1.352

3.476

1

.062

.080

 [SPD = 2]

16.184

.849

363.788

1

.000

10,681,052.047

 [SPD = 3]

0c

  

0

  

 [CON = 1]

1.207

1.391

.754

1

.385

3.345

 [CON = 2]

19.748

.690

818.738

1

.000

377,122,911.722

 [CON = 3]

0c

  

0

  

 [SRC = 1]

− 1.195

1.350

.784

1

.376

.303

 [SRC = 2]

.106

1.465

.005

1

.942

1.112

 [SRC = 3]

0c

  

0

  

Satisfied

      

 Intercept

6.728

1.483

20.574

1

.000

 

 [RSP = 1]

− 1.219

1.310

.866

1

.352

.296

 [RSP = 2]

− 3.320

1.205

7.591

1

.006

.036

 [RSP = 3]

0c

  

0

  

 [RLB = 1]

− 2.517

1.366

3.393

1

.065

.081

 [RLB = 2]

− 3.446

1.319

6.824

1

.009

.032

 [RLB = 3]

0c

  

0

  

 [SAP = 1]

2.702

1.786

2.290

1

.130

14.915

 [SAP = 2]

18.475

7725.687

.000

1

.998

105,628,696.804

 [SAP = 3]

0c

  

0

  

 [SAV = 1]

.907

1.303

.485

1

.486

2.478

 [SAV = 2]

− 1.135

1.758

.417

1

.519

.322

 [SAV = 3]

0c

  

0

  

 [ETU = 1]

− 1.402

1.160

1.461

1

.227

.246

 [ETU = 2]

− 1.321

1.708

.599

1

.439

.267

 [ETU = 3]

0c

  

0

  

 [SPD = 1]

− 2.052

1.150

3.181

1

.074

.129

 [SPD = 2]

16.578

.000

 

1

 

15,839,362.081

 [SPD = 3]

0c

  

0

  

 [CON = 1]

1.193

1.270

.882

1

.348

3.297

 [CON = 2]

19.057

.000

 

1

 

189,023,036.027

 [CON = 3]

0c

  

0

  

 [SRC = 1]

− 1.182

1.208

.958

1

.328

.307

 [SRC = 2]

− .145

1.349

.012

1

.914

.865

 [SRC = 3]

0c

  

0

  
  1. Source Own survey (2022) Note: The p-value (sig. in bold) describes the explanatory variable which significantly affects the response variable (satisfaction of customers). 
  2. a describes the dependent variable, b indicates the floating-point overflow occurred while computing the statistic, c describes the reference category of the dummy variable