The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia

• 발행기관: 한국유통과학회
• 저자명: Ipang SASONO Ahmad Dedi JUBAEDI Dewiana NOVITASARI Nuri WIYONO Riyanto RIYANTO Oktabrianto OKTABRIANTO Jainuri JAINURI Hatoli WARUWU
• 간행물 정보: 『The Journal of Asian Finance, Economics and Business(JAFEB)』Vol. 8 No.4, 465~473쪽, 전체 9쪽
• 주제분류: 경제경영 > 경제학
• 파일형태: PDF
• 발행일자: 2021.04.30

영문 초록

This research is motivated by the concept of online banking or Internet banking where consumers aren’t required to visit a bank branch to complete most of their basic banking transactions. They can do all of this at their own convenience, wherever they want. This research aims to find out the role of e-satisfaction in mediating the influence of e-service quality on the e-loyalty of the customer of a private bank in Indonesia. The method of data collection in this research is by using probability sampling with the simple purposive sampling technique. Data that is collected from 205 respondents is the data that meet the criteria, which are the respondent needs to be a bank customer and must have an Internet banking account. The analysis method that is used is regression analysis through the SEM method with the aid of SmartPLS 3.0 software to test the significance of e-satisfaction role in mediating the relationship between e-service quality and e-loyalty. The research result shows that e-service quality has a significant positive influence on e-satisfaction, e-satisfaction has a significant positive influence on e-loyalty, e-service has a significant positive influence on e-loyalty, and e-satisfaction significantly mediate the influence of e-service quality towards e-loyalty.

목차

1. Introduction

2. Literature Review

3. Research Method

4. Results and Discussion

5. Conclusion

키워드

Customer Loyalty Customer Satisfaction E-Service Quality Internet Banking