CD Tesis

Pengaruh E Service Quality Dan E Trust Terhadap E Satisfaction Dan E Loyalty Pada Nasabah Mobile Banking PT Bank Central Asia Tbk Cabang Kota Pekanbaru

---

Today almost all banks have applied mobile banking services. Compared to other e banking services, the development of mobile banking is the fastest. This is because the presence of mobile banking is able to answer the needs of modern society which prioritizes mobility. Therefore, every bank is required to be able to increase customer satisfaction and loyalty. Because these two things are the most important factors in determining success in the face of competition.
Based on these problems, this study aims to determine the effect of E Service Quality and E Trust on E Satisfaction and E Loyalty in Mobile Banking Customers of PT Bank Central Asia Tbk Pekanbaru City Branch.
This research was conducted with Mobile Banking customers of PT Bank Central Asia Tbk in Pekanbaru City. The number of samples used was as many as 100 people. Data collection techniques that applied was questionnaires collecting and analyzed by using Path Analysis.
The results showed that: 1) There was an influence of e service quality on e satisfaction. 2) There was an influence of e trust on e satisfaction. 3) There is an influence of e service quality on e loyalty. 4) There was an influence of e trust on e loyalty. 5) There was an influence of e satisfaction on e loyalty. 6) There was an influence of e service quality on e loyalty through e satisfaction. 7) There was an influence of e trust on e loyalty through e satisfaction.
Based on the results of the study, PT Bank Central Asia Tbk Pekanbaru City Branch must be able to overcome the problem of e service quality and e trust, in order to increase e satisfaction and e loyalty of mobile banking customers.

Keywords : E service quality, e trust, e satisfaction, and e loyalty

---

Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

10 03. 219 (0171)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2019

Deskripsi Fisik

xiii, 107 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

10 03. 219 (0171)

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

-

Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar