Apriliani, Zahra (2023) PENGARUH E-TRUST DAN E-SERVICE QUALITY MOBILE BANKING TERHADAP E-CUSTOMER LOYALTY DENGAN E-CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING (studi pada nasabah bank BCA pada kelurahan warakas). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia.
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Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh E-Trust dan E-Service Quality terhadap E-Customer Loyalty dan E-Customer Satisfaction sebagai variabel intervening. Penelitian ini menggunakan metode asosiatif dengan pendekatan kuantitatif. Dalam penelitian ini terdapat 2 variabel bebas yaitu: E-Trust (X1) dan E-Service Quality (X2), 1 variabel mediasi yaitu: E-Cutomer Satisfaction (Y) dan 1 variabel terikat yaitu E-Customer Loyalty (Z). Jumlah sempel yang diteliti dalam penelitian ini sebanyak 312 responden dan seluruh variabel diukur menggunakan skala likert. Teknik pengumpulan data menggunakan kuisioner yang telah di uji validasi dan reliablitasnya. Analisis yang digunakan dalam penelitian ini adalah uji t, koefisiesn determinasi, dan uji sobel menggunkan SPSS versi 24. Hasil penelitian ini menunjukan bahwa (1) E-Trust tidak berpengaruh terhadap E-Customer Loyalty, (2) E-Service Quality berpengaruh terhadap E-Customer Loyalty, (3) E-Trust berpengaruh terhadap E-Customer Satisfaction, (4) E-Service Quality berpengaruh terhadap E-Customer Satisfaction (5) E-Customer Satisfaction berpengaruh terhadap E-Customer Loyalty (6) E-Trust berpengaruh tehadap E-Customer Loyalty melalui E-Customer Satisfaction (7) E-Service Quality tidak bepengaruh terhadap E-Customer Loyalty melalui E-Customer Satisfaction. This study aims to determine the effect of E-Trust and E-Service Quality on E-Customer Loyalty and E-Customer Satisfaction as intervening variabels. This research uses associative methods whit a quantitative approach. In this study thera are 2 independet variabels, namely: E-Trust (X1) and E-Service Quality (X2), 1 mediating variabel, namely: E-Customer Satisfaction (Y) and 1 dependent variabel, namely: E-Customer Loyalty (Z). The number of samples studied in this study were 312 respondents and all variabels wera measuread using a likert scale. The data collection technique uses a questionnaire that has been tested dor validation and realibility. The analysis used this study is the t test, the coefficient of determination, and the sobel test using SPSS version 24. The result of this studt indicate that (1) E-Trust has no effect on E-Customer Loyalty, (2) E-Service Quality affects E-Customer Loyalty, (3) E-Trust affects E-Customer Satisfaction, (4) E-Service Quality affects E-customer Satisfaction, (5) E-Customer Satisfaction affects E-Customer Loyalty, (6) E-Trust affects E-Customer Loyalty through E-Customer Satisfaction, (7) E-Service Quality has no affect E-Customer Loyalty through E-Customer Satisfaction.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Uncontrolled Keywords: | E-Trust, E-Service Quality, E-Customer Satisfaction, dan E-Customer Loyalty. | ||||||||
| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | ZAHRA APRILIANI | ||||||||
| Date Deposited: | 27 Mar 2023 04:34 | ||||||||
| Last Modified: | 27 Mar 2023 04:34 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/9914 |
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