PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY DENGAN E-TRUST DAN E-SATISFACTION SEBAGAI VARIABEL MEDIASI SURVEI PADA NASABAH PENGGUNA MOBILE BANKING BSI DI CIREBON

Lilik, Rosyida (2025) PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY DENGAN E-TRUST DAN E-SATISFACTION SEBAGAI VARIABEL MEDIASI SURVEI PADA NASABAH PENGGUNA MOBILE BANKING BSI DI CIREBON. Skripsi thesis, UIN Prof. K. H. Saifuddin Zuhri.

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Text lilik nimaturosyidah_Pengaruh E-Service Quality Terhadap E-Loyalty Dengan E-Trust Dan E-Satisfaction Sebagai Variabel Mediasi Survei Pada Nasabah Pengguna Mobile Banking BSI di Cirebon.pdf Download (2MB) | Preview

Abstract

ADVANCES IN INFORMATION TECHNOLOGY HAVE BROUGHT ABOUT A MAJOR REVOLUTION IN THE BANKING INDUSTRY, DELIVERING FASTER, SAFER, AND MORE EFFICIENT DIGITAL BANKING SERVICES. THE SERVICE MAKES IT EASIER FOR CUSTOMERS TO MANAGE THEIR FINANCES IN A FLEXIBLE AND MODERN WAY. THE GROWTH OF DIGITAL BANKIN IN INDONESIA IS ACCELERATING, AS EVIDENCED BY A SIGNIFICANT INCREASE IN TRANSACTION VOLUME AND THE NUMBER OF USERS, INCLUDING INNOVATIVE APPLICATIONS SUCH AS BSI MOBILE. THE HIGH LEVEL OF PUBLIC TRUST AND ENTHUSIASM FOR THE CONVENIENCE AND RELIABILITY OF MODERN BANKING TECHNOLOGY IS THE MAIN DRIVER OF THIS DEVELOPMENT. HOWEVER, THE BSI MOBILE BANKING APPLICATION STILL FACES CHALLENGES, SUCH AS TECHNICAL GLITCHES, THE COMPLEXITY OF MENU FEATURES, AND THE NEED TO IMPROVE STABILITY AND EASE OF NAVIGATION. THESE CHALLENGES HAVE AN IMPACT ON CUSTOMER SATISFACTION AND E-LOYALTY, SO STRATEGIC STEPS ARE NEEDED TO IMPROVE SERVICES, MAINTAIN TRUST, AND STRENGTHEN LONG-TERM RELATIONSHIPS WITH USERS. THIS STUDY AIMS TO ANALYZE THE INFLUENCE OF E-SERVICE QUALITY ON E-LOYALTY BY CONSIDERING E-TRUST AND E-SATISFACTION AS MEDIATING VARIABLES IN BSI MOBILE BANKING USERS IN CIREBON. THIS STUDY USES A QUANTITATIVE APPROACH WITH A TYPE OF CAUSAL ASSOCIATIVE RESEARCH. PRIMARY DATA WAS OBTAINED THROUGH OBSERVATIONS AND QUESTIONNAIRES DISTRIBUTED TO BSI MOBILE USERS IN CIREBON. THE SAMPLING TECHNIQUE USED WAS NON-PROBABILITY SAMPLING WITH A PURPOSIVE SAMPLING APPROACH, WHERE SAMPLES WERE SELECTED BASED ON CERTAIN CRITERIA AND INVOLVED 384 RESPONDENTS. DATA ANALYSIS WAS CARRIED OUT USING THE STRUCTURAL EQUATION MODELING PARTIAL LEAST SQUARES (SEM-PLS) METHOD, WITH HYPOTHESIS TESTING USING SMARTPLS SOFTWARE. THE RESULTS SHOW THAT E-SERVICE QUALITY HAS A SIGNIFICANT INFLUENCE ON E-LOYALTY, E-TRUST, AND E-SATISFACTION. HOWEVER, E-TRUST DOES NOT HAVE A SIGNIFICANT INFLUENCE ON E-LOYALTY, WHILE E-SATISFACTION HAS A SIGNIFICANT INFLUENCE ON E-LOYALTY. IN ADDITION, E-TRUST IS NOT ABLE TO MEDIATE THE RELATIONSHIP BETWEEN E-SERVICE QUALITY AND E-LOYALTY, WHILE E-SATISFACTION IS PROVEN TO MEDIATE THE INFLUENCE OF E-SERVICE QUALITY ON E-LOYALTY. KEYWORDS: E-SERVICE QUALITY, E-LOYALTY, E-TRUST, E-SATISFACTION

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