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Pengaruh e-Service quality, reputation, e-Trust, e-Satisfaction, terhadap e-Customer loyalty (studi pada PT. Bank Central Asia Tbk) = The Effect of e-Service quality, reputation, e-Trust, e-Satisfaction towards e-Customer loyalty (study PT. Bank Central Asia Tbk) / Ai Heni Novianti

Ai Heni Novianti; Effy Zalfiana Rusfian, supervisor; Martani Huseini, examiner; Irfan Ridwan Maksum, examiner ([Publisher not identified] , 2018)

 Abstrak

ABSTRAK

 

Penelitian ini bertujuan menjelaskan pengaruh e-Service Quality terhadap e-satisfaction, e-service quality terhadap e-trust, reputation terhadap e-trust, e-satisfaction terhadap e-customer loyalty dan e-trust terhadap e-customer loyalty, pada PT. Bank Central Asia Tbk. Penelitian ini menggunakan penelitian kuantitatif. Data penelitian dikumpulkan melalui survei dengan kuesioner online yang dilakukan terhadap 122 nasabah pengguna mobile banking BCA yang merupakan follower dari akun twitter HaloBCA (@HaloBCA). Data dianalisis menggunakan Strucrula Equation Modeling (SEM). Hasil penelitian menunjukkan bahwa e-customer satisfaction memberi pengaruh positif terhadap terbentuknya e-customer loyaltye-trust memberi pengaruh positif terhadap terbentuknya e-customer loyalty, e-customer satisfaction tidak memberikan pengaruh positif terhadap e-Trust, e-service quality memberi pengaruh positif terhadap terbentuknya e-satisfaction, Reputation tidak memberikan pengaruh terhadap e trust.


ABSTRACT


 

This study aims to explain the effect of e-Service Quality on e satisfaction, e-service quality on e-trust, reputation on e-trust, e satisfaction on e-customer loyalty and e-trust on e-customer loyalty, at PT. Bank Central Asia Tbk. This research uses quantitative research where research data is collected through surveys with online questionnaires conducted on 122 BCA mobile banking users who are followers of the HaloBCA twitter account (@HaloBCA). Data were analyzed using Structural Equation Modeling (SEM). The results showed that e-customer satisfaction has a positive influence on the formation of e-customer loyalty, e-trust has a positive influence on the formation of e-customer loyalty, e-customer satisfaction does not have a positive effect on e-Trust, e-service quality has an influence positive towards the formation of e satisfaction, Reputation has no effect on e trust.

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 Metadata

No. Panggil : T51716
Entri utama-Nama orang :
Entri tambahan-Nama orang :
Entri tambahan-Nama badan :
Subjek :
Penerbitan : [Place of publication not identified]: [Publisher not identified], 2018
Program Studi :
Bahasa : ind
Sumber Pengatalogan : LibUI ind rda
Tipe Konten : text
Tipe Media : unmediated ; computer
Tipe Carrier : volume ; online resource
Deskripsi Fisik : xvi, 156 pages : illustration ; 28 cm + appendix
Naskah Ringkas :
Lembaga Pemilik : Universitas Indonesia
Lokasi : Perpustakaan UI, Lantai 3
  • Ketersediaan
  • Ulasan
No. Panggil No. Barkod Ketersediaan
T51716 15-19-519559451 TERSEDIA
Ulasan:
Tidak ada ulasan pada koleksi ini: 20481658