THE INFLUENCE OF E-SERVICE QUALITY AND E-LOYALTY ON MOBILE BANKING CONSUMERS: MEDIATING EFFECT OF ESATISFACTION AND E-TRUST

Nuraulia Puteri, Erik Syawal Alghifari, Undang Juju, Dewi Yuliati Indah

Abstract


Purpose: This research aims to determine the effect of e-service quality to e-satisfaction and e-trust also its impact on e-loyalty mobile banking BRI customers. This research was conducted in the area of West Java with the samples of 100 people. The data was collected through observations, library reaearch, and questionnaires that use numerical scale of 5 points to measure 32 indicators. The analysis techniques used are using Partial Least Square-Structural Equation Modelling (PLS-SEM), path diagram, structural, direct, indirect and total effects, coefficient of determination analysis and hypothesis testing using the SmartPLS 3.0 program. The results showed that e-service quality, esatisfaction, e-trust have a significant and positive effect on e-loyalty both directly and indirectly. Suggestion for the company in increasing customer loyalty really needs to consider to important variables such as satisfaction, trust and service quality. These three variables are highly related to maintaining a good level of loyalty, so the company continues to maintain the consistency of BRI customers to be loyal to BRI mobile banking.

Keywords


E-Service Quality; E-Satisfaction; E-Trust; and E-Loyalty

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