PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY (Survei pada Nasabah Mobile Banking Mandiri di Indonesia )

Auliana Destiana Wahyu, - (2019) PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY (Survei pada Nasabah Mobile Banking Mandiri di Indonesia ). S1 thesis, Universitas Pendidikan Indonesia.

Abstract

The development of communication technology in Indonesia has an impact on consumer attitudes towards products / services that change traditional consumer behavior to online consumer behavior called e-loyalty. Quality of online services in marketing can influence consumer behavior on online services as a positive attitude towards customers of electronic business. Solutions that can be done by banking companies in Indonesia in order to increase e-loyalty by increasing e-service quality. This study aims to find the effect of e-service quality on e-loyalty. The type of research used is descriptive and ve rification. The sampling technique used in this study was non-probability sampling using a purposive method. The data analysis technique used is path analysis with SPSS 22.0 for Windows. The findings of this study indicate that the e-service quality in the category is quite good, the description of e-loyalty in the medium category. The e-service quality variable that has the highest score on e-loyalty is the privacy dimension, while the variable that has the lowest score is fulfillment. Dimensions that have an influence on e-loyalty are efficiency, system availability and privacy. Based on the results of this study, it is suggested in e-service quality companies to increase fulfillment in order to increase e-loyalty. It is hoped that e-service quality can be further considered by companies in the banking industry in increasing corporate e-loyalty. Keyword Mobile Banking, E-Setvice Quality, Effeciency, Fulfillment, System Availability, Privacy, E-Loyalty

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Item Type:	Thesis (S1)
Uncontrolled Keywords:	Mobile Banking, E-Setvice Quality, Effeciency, Fulfillment, System Availability, Privacy, E-Loyalt.
Subjects:	H Social Sciences > HG Finance T Technology > T Technology (General)
Divisions:	Fakultas Pendidikan Ekonomi dan Bisnis > Pendidikan Manajemen Bisnis
Depositing User:	Auliana Destiana Wahyu
Date Deposited:	14 Jun 2020 19:56
Last Modified:	14 Jun 2020 19:56
URI:	http://repository.upi.edu/id/eprint/43266

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