@thesis{thesis,
		author={Easterina  Benedicta Samantha},
		title ={The impact of e-service quality on e-satisfaction and loyalty in BTN mobile : in the evidence of BTN mobile banking users in JABODETABEK},
		year={2024},
		url={https://repository.ipmi.ac.id/2519/},
		abstract={This research study the relationship and the impact of e-service quality on e-satisfaction and loyalty in the BTN mobile banking users. This study uses modified dimensions of the E-SERVQUAL instrument to determine the e-SQ of BTN Mobile banking service in JABODETABEK which are personal needs, site organization, user-friendliness and efficiency. The main objective of this study is to analyze the service quality, customer satisfaction, and the impact on user loyalty within the context of BTN Mobile, using a modified set of e-servqual indicators. 103 respondents were involved in this study and the results showed E-SQ have significant impact to e-satisfaction and loyalty. Data analysis was performed using SEM-PLS. The limitations of this study are that the scope of the population is only in JABODETABEK, and the variables related to e-satisfaction are only emphasized from the perspective of user experience and interface while the research scope on e-satisfaction is very wide. This research finds that personal needs, site organization, user-friendliness and efficiency have significant impact to the e-satisfaction and customer loyalty. The findings of this study show that in internet banking, in addition to the technical and functional aspects of-SQ reflects the importance of contribution to e-satisfaction and e-loyalty.}
		}