Pengaruh E-Service Quality Terhadap Satisfaction Dan Impliklasinya Terhadap Loyalty (Studi Penelitian Pada Layanan E-Banking Bank Central Asia Di Indonesia)
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Institusion
STIE Indonesia Banking School
Author
Janareka, Adhitya Gunawan
Subject
HD28 Management. Industrial Management
Datestamp
2020-09-25 03:28:32
Abstract :
Banking in Indonesia are increases their assets and networks for last ten years. Therefore, the measurement of e-service quality needs to be done. The goals are to see the effect of e-service quality of satisfaction and the implication of loyalty in e-banking Bank Central Asia in Indonesia. This research discussed about five dimensions in e-service quality that have effect of satisfaction and the implication of loyalty in e-banking Bank Central Asia. This research used AMOS21 and SPSS to analyze the effect of all variable. Questionnaire is the way that this research collect data.The result is the customers satisfied with e-banking Bank Central Asia services. From the result of this research analyze usefulness have the biggest dominant factor, that?s mean Bank must proving that usefull of e-banking services to get their customers satisfied then they will be loyal. And the lowest dimension is ease of use, this suggest that Bank Central Asia must improve their performance by make transaction easier than before but still with prudent principle. Keywords: E-service quality, satisfaction, loyalty, e-banking
Banking in Indonesia are increases their assets and networks for last ten years. Therefore, the measurement of e-service quality needs to be done. The goals are to see the effect of e-service quality of satisfaction and the implication of loyalty in e-banking Bank Central Asia in Indonesia. This research discussed about five dimensions in e-service quality that have effect of satisfaction and the implication of loyalty in e-banking Bank Central Asia. This research used AMOS21 and SPSS to analyze the effect of all variable. Questionnaire is the way that this research collect data.The result is the customers satisfied with e-banking Bank Central Asia services. From the result of this research analyze usefulness have the biggest dominant factor, that?s mean Bank must proving that usefull of e-banking services to get their customers satisfied then they will be loyal. And the lowest dimension is ease of use, this suggest that Bank Central Asia must improve their performance by make transaction easier than before but still with prudent principle. Keywords: E-service quality, satisfaction, loyalty, e-banking
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