PENGARUH E-SERVICE QUALITY, E-TRUST, DAN E-LOYALTY TERHADAP E-CUSTOMER SATISFACTION PADA PENGGUNA E-BANKING NASABAH BANK CENTRAL ASIA (BCA) TBK DI MASA PANDEMI COVID-19

NURULAFIAH, FITRI (2022) PENGARUH E-SERVICE QUALITY, E-TRUST, DAN E-LOYALTY TERHADAP E-CUSTOMER SATISFACTION PADA PENGGUNA E-BANKING NASABAH BANK CENTRAL ASIA (BCA) TBK DI MASA PANDEMI COVID-19. S1 thesis, Universitas Mercu Buana Jakarta-Menteng.

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Abstract

Penelilitian ini bertujuan untuk menganalisis Pengaruh E-Service Quality, ETrust, dan E-Loyalty terhadap E-Customer Satisfaction pada Pengguna E-Banking Nasabah Bank Central Asia (Bca) Tbk di Masa Pandemi Covid-19. Populasi yang digunakan dalam penelitian ini adalah seluruh nasabah BCA yang menggunakan E-Banking minimal 6 bulan. Data yang digunakan dalam penelitian ini menggunakan kuesioner yang disebar melalui google formulir. Metode pengambilan sampel dengan menggunakan teknik non probability sampling dengan metode Purposive Sampling. Jumlah sampel yang terkumpul akan diteliti sebanyak 200 nasabah. Metode analisis data yang digunakan adalah menggunakan Partial Least Square (PLS). Hasil penelitian menunjukan E-Service Quality dan E-Loyalty berpengaruh positif dan signifikan terhadap E-Customer Satisfaction. E-Trust tidak berpengaruh signifikan terhadap E-Customer Satisfaction. Kata Kunci: E-Service Quality, E-Trust, E-Customer Satisfaction, E-Loyalty. This research aims to determine the effects of E-Service Quality, E-Trust, and ELoyalty user E-Banking BCA in DKI Jakarta trough E-Customer Satisfaction in Pandemic Covid-19 situations. The populations in this research are all the user E-Banking BCA who uses at least 6 months. Data statement items in this research will distribute via google form. The samples method are uses non probability sampling technic with Purposive Sampling method. The number of samples in this research as many as 200 customers. Data analysis methods uses Partial Least Square (PLS). The results showed that E-Service Quality and E-loyalty had a positive and significant effect on E-customer satisfaction. E-Trust had not a significant effect on E-customer satisfaction. Keywords: E-Service Quality, E-Trust, E-Customer Satisfaction, E-Loyalty

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