Nurhani, Dian (2024) Pengaruh E-Service Quality Dan E-Trust Terhadap Loyalitas Pengguna BSI Mobile Dengan Kepuasan Nasabah Sebagai Pemediasi. Masters thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
The development of digital technology such as Mobile Banking on BSI Mobile can make it easier for customers to carry out financial transactions. However, in its implementation, the implementation of BSI Mobile still has weaknesses as evidenced by the Mobile Banking rating which is ranked 7th out of 11 other Mobile Banking. The aim of the research is to analyze the influence of E-Service Quality and E-Trust on Customer Loyalty through Customer Satisfaction. This type of research is quantitative with data analysis techniques using SEM PLS. The research sample population is Bank Syariah Indonesia customers. The sampling method uses a Purposive Sampling technique with the criteria a) Savings Owner Customers who have registered with BSI Mobille and b) Savings Owner Customers who actively transact using BSI Mobile at least 3 times a month. The sampling method used Slovin to obtain a sample size of 400 customers. The data collection method uses a questionnaire. The research results prove that E-Service Quality and E-Trust have a significant positive effect on Customer Satisfaction and Customer Loyalty, Customer Satisfaction has a significant positive effect on Customer Loyalty. Customer Satisfaction is able to mediate the relationship between E-Trust and Customer Loyalty. However, satisfaction is not able to mediate the relationship between E-Service Quality and Customer Loyalty
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.8 - MANAGEMENT OF MARKETING 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 659 - ADVERTISING & PUBLIC RELATIONS |
| Divisions: | Magister of Management |
| Depositing User: | Magang Magang |
| Date Deposited: | 08 Aug 2024 07:07 |
| Last Modified: | 08 Aug 2024 07:07 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/12745 |
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