PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E- LOYALTY DENGAN E-SATISFACTION SEBAGAI VARIABEL INTERVENING TERHADAP PENGGUNA APLIKASI MYBCA (Studi Kasus Pada Pengguna Aplikasi MyBCA di BCA KCU Rawamangun Jakarta Timur)

WIJAYA, KELSYA ALEXANDRA (2024) PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E- LOYALTY DENGAN E-SATISFACTION SEBAGAI VARIABEL INTERVENING TERHADAP PENGGUNA APLIKASI MYBCA (Studi Kasus Pada Pengguna Aplikasi MyBCA di BCA KCU Rawamangun Jakarta Timur). S1 thesis, Universitas Mercu Buana-Menteng.

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Abstract

Mobile banking, also known as m-banking, is a transaction service offered by banks through an application using the internet. This service provides financial information such as balance checks, fund transfers, bill payments, purchases, and more. As technology advances, this banking application facility has become a point of competition among banks in terms of enhancing electronic trust and the quality of electronic services that facilitate transactions for customers. One of these services is MyBCA, which is expected to increase customer satisfaction and loyalty to BCA. This study aims to examine the influence of E-Service Quality and E-Trust on E-Loyalty with E-Satisfaction as an intervening variable for users of the MyBCA application at BCA KCU Rawamangun, East Jakarta. Using a quantitative approach with a non-probability sampling method, data was collected via a Google Form questionnaire from 162 regular customers of BCA KCU Rawamangun. Data analysis was conducted using the statistical software SmartPLS version 3. The results of the study indicate that H1) E-Service Quality has a positive and significant effect on E-Satisfaction; H2) E-Trust has a negative and significant effect on E-Satisfaction; H3) E-Satisfaction has a positive and significant effect on E-Loyalty; H4) E-Service Quality has a positive and significant effect on E-Loyalty; H5) E-Trust has a positive and significant effect on E-Loyalty; H6) E-Service Quality has a positive and significant effect on E-Loyalty with E-Satisfaction as a mediator; H7) E-Trust has a negative and significant effect on E-Loyalty with E-Satisfaction as a mediator. Mobile banking atau yang dikenal dengan m-banking adalah salah satu layanan transaksi yang ditawarkan oleh pihak bank melalui aplikasi menggunakan internet. Layanan ini dapat memberikan informasi mengenai keuangan seseorang berupa cek saldo, transfer dana, pembayaran tagihan, pembelian, dan lain sebagainya. Seiring dengan berkembangnya teknologi, fasilitas aplikasi perbankan ini menjadi salah satu persaingan antar bank dalam hal peningkatan kepercayaan elektronik dan kualitas layanan elektronik yang memberikan kemudahan transaksi kepada nasabah. Salah satunya adalah MyBCA yang tentunya diharapkan dapat meningkatkan kepuasan nasabah serta meningkatan loyalitas nasabah terhadap bank BCA. Penelitian ini bertujuan untuk menguji apakah pengaruh E-Servcie Quality dan E-Trust terhadap E-Loyalty dengan E-Satisfaction sebagai variabel intervening terhadap pengguna aplikasi MyBCA di BCA KCU Rawamangun Jakarta Timur. Melalui pendekatan kuantitatif dengan metode non-probability sampling yang dikumpulkan menggunakan kuesioner Google Form kepada 162 nasabah reguler BCA KCU Rawamangun. Analisis data menggunakan software statistik SmartPLS versi 3, hasil penelitian menunjukan bahwa H1) E-Service Quality berpengaruh positif dan signifikan terhadap E-Satisfaction; H2) E-Trust berpengaruh negatif dan signifikan terhadap E-Satisfaction; H3) E-Satisfaction berpengaruh positif dan signifikan terhadap E-Loyalty; H4) E-Service Quality berpengaruh positif dan signifikan terhadap E-Loyalty; H5) E-Trust berpengaruh positif dan signifikan terhadap E-Loyalty; H6) E-Service Quality berpengaruh positif dan signifikan terhadap E-Loyalty dengan mediasi E-Satisfaction; H7) E-Trust berpengaruh negatif dan signifikan terhadap E-Loyalty dengan mediasi ESatisfaction.

Item Type: Thesis (S1)
NIM/NIDN Creators: 43120110127
Uncontrolled Keywords: E-Service Quality, E-Trust, E-Loyalty, E-Satisfaction.
Subjects: 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum
Divisions: Fakultas Ekonomi dan Bisnis > Manajemen
Depositing User: RAUL ANDIKA KURNIAWAN
Date Deposited: 26 Mar 2025 06:30
Last Modified: 26 Mar 2025 06:30
URI: http://repository.mercubuana.ac.id/id/eprint/95091

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