ANALISIS PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-CUSTOMER LOYALTY MELALUI E-SATISFACTION SEBAGAI VARIABEL INTERVENING BAGI PENGGUNA BANK JAGO DI INDONESIA
Keywords:
E-Service Quality, E-Trust, E-Satisfaction, E-Customer, Loyalty, Bank JagoAbstract
This study analyzes the effect of e-service quality and e-trust on e-customer loyalty with e-satisfaction as an intervening variable for Bank Jago users in Indonesia. The sample was taken using purposive sampling with a questionnaire via Google Form with a sample size of 217 respondents. Data analysis using Structural Equation Modeling (SEM) with SmartPLS. The results of this study indicate that e-service quality and e-trust have a significant positive effect on e-satisfaction. E-satisfaction also has a significant positive effect on e-customer loyalty. E-service quality has a significant positive effect on e-customer loyalty. However, e-trust has no significant positive effect on e-customer loyalty. E-trust and e-service quality have a significant positive effect on e-customer loyalty through e-satisfaction as an intervening variable.
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