Kusuma, Chairil Djaka (2025) Pengaruh Kualitas Layanan Elektronik Dan Kepercayaan Terhadap Loyalitas Pengguna Bri Mobile Dengan Kegunaan Yang Dipercaya Sebagai Pemediasi. Masters thesis, Universitas Hayam Wuruk Perbanas.
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Abstract
Technological advances make it easier to carry out various activities. In the banking business, there is Mobile Banking innovation as a means of online banking services anywhere and anytime, such as BRI Mobile. However, in practice, the use of BRIMO has not yet been implemented by all BRI bank customers. This can be caused by several factors. The research aims to analyze the influence of "Electronic Service Quality and Trust on Loyalitas through Trusted Use. The type of research is quantitative causal. The research population is BRI Bandar Lampung Customer Bank. Determining the sample using purposive sampling with the criteria a) Savings customers who are registered and using the BRIMO application, b) Savings customers, especially Britama and Simpedes account holders who make transactions using the BRIMO application, and c) Customers come from 14 BRI Branch Offices under the supervision of the BRI Bandar Lampung Regional Office so that a sample size of 100 is obtained. Data collection uses a questionnaire with SEM PLS as a data analysis technique. Research proves "Electronic Service Quality and Trust have a significant effect on Perceived Usefulness and Loyalitas. Perceived Usefulness has a significant effect on Loyalitas. Trusted Use is able to mediate the relationship between "Electronic Service Quality and Trust" towards Loyalitas. Keywords: E- Service Quality, E-Trust, Perceived Usefulness, Loyalitas
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 650 - MANAGEMENT & AUXILIARY SERVICES |
| Divisions: | Magister of Management |
| Depositing User: | CHAIRIL DJAKA KUSUMA |
| Date Deposited: | 15 May 2025 03:50 |
| Last Modified: | 15 May 2025 03:50 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/13564 |
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