PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY DENGAN E-SATISFACTION SEBAGAI INTERVENING PADA NASABAH PENGGUNA M-BCA

ELSHA MELINDA, . (2022) PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-LOYALTY DENGAN E-SATISFACTION SEBAGAI INTERVENING PADA NASABAH PENGGUNA M-BCA. Sarjana thesis, UNIVERSITAS NEGERI JAKARTA.

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Abstract

Penelitian ini dilakukan untuk mengetahui pengaruh e-Service Quality dan e-Trust terhadap e-Loyalty dengan e-Satisfaction sebagai Intervening pada Nasabah pengguna m-BCA. Penelitian ini menggunakan metode kuntitatif dengan instrumen survei. Pengumpulan data dilakukan dengan teknik non probabilty sampling yaitu purposive sampling dengan mengambil sampel 150 responden yang pernah menggunakan m-BCA minimal tiga kali dalam enam bulan terakhir. Kemudian jawaban responden yang telah diperoleh diolah menggunakan metode Structural Emotional Modelling Partial Least Square (SEM-PLS) dengan menggunakan software SmartPLS 3.0. Dari pengujian hipotesis dalam penelitian ini diperoleh hasil, bahwa terbukti 1) e-Service Quality berpengaruh terhadap e-Satisfaction, 2) e-Trust berpengaruh terhadap e-Satisfaction, 3) e-Satisfaction berpengaruh terhadap e-Loyalty, 4) e-Service Quality berpengaruh terhadap e-Loyalty, 5) e-Trust berpengaruh terhadap e-Loyalty, 6) e-Service Quality berpengaruh terhadap e-Loyalty melalui e-Satisfaction dan 7) e-Trust berpengaruh terhadap e-Loyalty melalui e-Satisfaction. Ini artinya bahwa e-Service Quality dan e-Trust dapat ditingkatkan sehingga akan berdampak kepada e-Satisfaction sehingga dapat berdampak pula terhadap e-Loyalty nasabah yang menggunakan m-BCA kata kunci: e-loyalty, e-satisfaction, e-service quality, e-trust, m-bca *** The purpose of this study is to determine the effect of e-Service Quality and e-Trust on e-Loyalty with e-Satisfaction as an Intervening on m-BCA customers. This study uses a quantitative method with a survey instrument. Data was collected using a non-probabilty sampling technique, namely purposive sampling by taking a sample of 150 respondents who had used m-BCA at least three times in the last six months. Then the respondents' answers that have been obtained are processed using the Structural Emotional Modeling Partial Least Square (SEM-PLS) method using the SmartPLS 3.0 software. From hypothesis testing in this study, the results showed that 1) e-Service Quality had an effect on e-Satisfaction, 2) e-Trust had an effect on e-Satisfaction, 3) e-Satisfaction had an effect on e-Loyalty, 4) e-Service Quality affect e-Loyalty, 5) e-Trust affect e-Loyalty, 6) e-Service Quality affect e-Loyalty through e-Satisfaction and 7) e-Trust affect e-Loyalty through e-Satisfaction. This means that e-Service Quality and e-Trust can be improved so that it will have an impact on e-Satisfaction so that it can also have an impact on the e-Loyalty of customers who use m-BCA keywords: e-loyalty, e-satisfaction, e-service quality, e-trust, m-bca

Item Type:	Thesis (Sarjana)
Additional Information:	1) Dr. Osly Usman, M.Bus. ; 2) Shandy Aditya, BIB., MPBS.
Subjects:	Manajemen > Manajemen , Business Manajemen > Manajemen Pemasaran
Divisions:	FE > S1 Pendidikan Tata Niaga
Depositing User:	Users 15081 not found.
Date Deposited:	05 Sep 2022 11:16
Last Modified:	05 Sep 2022 11:16
URI:	http://repository.unj.ac.id/id/eprint/34687

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