Ramadani, Nita Astria (2022) PENGARUH E-SERVICE QUALITY TERHADAP E-LOYALTY MELALUI E-SATISFACTION DAN E-TRUST PENGGUNA BSI MOBILE (Studi pada Nasabah Bank Syariah Indonesia Kantor Cabang Jakarta Kelapa Gading 2). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
Tujuan penelitian ini adalah untuk mengetahui pengaruh dari e-service quality pada BSI Mobile terhadap e-satisfaction nasabah, mengetahui pengaruh dari e-service quality pada BSI Mobile terhadap e-loyalty nasabah, mengetahui pengaruh dari e-service quality pada BSI Mobile terhadap e-trust nasabah, mengetahui pengaruh dari e-trust nasabah pada BSI Mobile terhadap e-loyalty, mengetahui pengaruh dari e-satisfaction nasabah pada BSI Mobile terhadap e-loyalty, mengetahui pengaruh dari e-service quality pada BSI Mobile terhadap e-loyalty melalui e-trust nasabah, dan mengetahui pengaruh dari e-service quality pada BSI Mobile terhadap e-loyalty melalui e-satisfaction nasabah. Penelitian ini menggunakan strategi asosiatif. Metode pengumpulan data menggunakan kuesioner yang diukur menggunakan skala likert. Populasi dalam penelitian ini adalah nasabah yang mengaktivasi BSI Mobile di Bank Syariah Indonesia Kantor Cabang Jakarta Kelapa Gading 2. Metode pengambilan sempel menggunakan teknik purposive sampling dengan kriteria yaitu nasabah yang menggunakan BSI Mobile berjumlah 100 responden. Teknik analisis data yang digunakan dalam penelitian ini yaitu analisis jalur dengan bantuan software WarpPLS 8.0. Hasil penelitian menyimpulkan e-service quality berpengaruh langsung terhadap e-satisfaction, e-service quality tidak berpengaruh langsung terhadap e-loyalty, e-service quality berpengaruh langsung terhadap e-trust, e-trust berpengaruh langsung terhadap e-loyalty, e-satisfaction berpengaruh langsung terhadap e-loyalty, e-trust memediasi pengaruh e-service quality terhadap e-loyalty dan e-satisfaction memediasi pengaruh e-service quality terhadap e-loyalty pengguna BSI Mobile Bank Syariah Indonesia Kantor Cabang Jakarta Kelapa Gading 2. This study aims To determine the effect of e-service quality on BSI Mobile on customer e-satisfaction, determine the effect of e-service quality on BSI Mobile on customer e-loyalty, determine the effect of e-service quality on BSI Mobile on customer e-trust, find out the effect of customer e-trust on BSI Mobile on e-loyalty, knowing the effect of customer e-satisfaction on BSI Mobile on e-loyalty, knowing the effect of e-service quality on BSI Mobile on e-loyalty through customer e-trust, knowing the effect of e-service quality on BSI Mobile on e-loyalty through customer e-satisfaction. This research is used asosiatif strategy. The method of collecting data is uses a questionnaire which was measured using a likert scale. The population on this study is customers who activate BSI Mobile at Bank Syariah Indonesia Jakarta Kelapa Gading Branch Office 2. The sampling method is used purposive sampling technique with the criteria that customers customers who use BSI Mobile totaled 100 respondents. The data analysis technique used in this research is path analysis with help of WarpPls 8.0 software. The result concluded that e-service quality has a direct effect on e-satisfaction, e-service quality does not directly affect e-loyalty, e-service quality has a direct effect on e-trust, e-trust has a direct effect on customer e-loyalty, e-trust satisfaction has a direct effect on e-loyalty, e-trust mediates the effect of e-service quality on customer e-loyalty and e-satisfaction mediates the effect of e-service quality on e-loyalty of customers using BSI Mobile Bank Syariah Indonesia Jakarta Kelapa Gading Branch Office 2.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | NITA ASTRIA RAMADANI | ||||||||
| Date Deposited: | 09 Dec 2022 07:27 | ||||||||
| Last Modified: | 09 Dec 2022 07:27 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/9034 |
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