Ayu Agustin, Renita (2023) Determinan e-Loyalty Pada Pengguna Internet Banking. S1 thesis, UNIVERSITAS SULTAN AGENG TIRTAYASA.
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Abstract
This study aims to determine the effect of e-Trust (X1) and e-Service Quality (X2) on e-Loyalty (Y) mediated by e-Satisfaction (Z) on BNI Internet Banking users. The method used in this study is quantitative Research with a descriptive approach. The population in this study is BNI Internet Banking users in Cilegon City. The sample of this study amounted to 97 respondents using the Purposive Sampling method. The data analysis technique used in this study is Structural Equation Modeling (SEM) using the professional version of the SmartPLS 4.0 analysis tool. The results of this study show that: (1) e-Trust has a positive and significant effect on e-Loyalty. (2) e-Service Quality has a positive and significant effect on e-Loyalty. (3) e-Trust has a positive and significant effect on e-Satisfaction. (4) e-Service Quality has a positive and significant effect on e-Satisfaction. (5) e-Satisfaction has a positive and significant effect on e-Loyalty. (6) e-Trust has a positive and significant effect on e-Loyalty mediated by e-Satisfaction. (7) e-Service Quality has a positive and significant effect on e-Loyalty mediated by the variable eSatisfaction.
| Item Type: | Thesis (S1) | |||||||||
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| Additional Information: | Penelitian ini bertujuan untuk mengetahui pengaruh e-Trust (X1) dan e-Service Quality (X2) terhadap e-Loyalty (Y) dengan dimediasi oleh e-Satisfaction(Z) pada pengguna BNI Internet Banking. Metode yang digunakan dalam penelitian ini adalah penelitian kuantitatif dengan pendekatan deskriptif. Populasi dalam penelitian ini adalah pengguna BNI Internet Banking di Kota Cilegon. Sampel penelitian ini berjumlah 97 responden dengan menggunakan metode Purposive Sampling. Teknik analisis data yang digunakan dalam penelitian ini adalah Structural Equation Modelling (SEM) dengan menggunakan alat analisis SmartPLS 4.0 versi professional. Hasil penelitian ini menunjukkan bahwa: (1) e-Trust berpengaruh positif dan signifikan terhadap e-Loyalty. (2) e-Service Quality berpengaruh positif dan signifikan terhadap e-Loyalty. (3) e-Trust berpengaruh positif dan signifikan terhadap e-Satisfaction. (4) e-Service Quality berpengaruh positif dan signifikan terhadap e-Satisfaction. (5) e-Satisfaction berpengaruh positif dan signifikan terhadap e-Loyalty. (6) e-Trust berpengaruh positif dan signifikan terhadap e- Loyalty dengan dimediasi oleh e-Satisfaction. (7) e-Service Quality berpengaruh positif dan signifikan terhadap e-Loyalty dimediasi oleh variabel e-Satisfaction. | |||||||||
| Uncontrolled Keywords: | Internet Banking, e-Trust, e-Service Quality, e-Satisfaction, e-Loyalty Internet Banking, e-Trust, e-Service Quality, e-Satisfaction, eLoyalty | |||||||||
| Subjects: | H Social Sciences > HB Economic Theory | |||||||||
| Divisions: | 05-Fakultas Ekonomi dan Bisnis 05-Fakultas Ekonomi dan Bisnis > 61201-Program Sarjana Manajemen |
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| Depositing User: | Renita Ayu Agustin | |||||||||
| Date Deposited: | 22 Dec 2023 10:45 | |||||||||
| Last Modified: | 22 Dec 2023 10:45 | |||||||||
| URI: | http://eprints.untirta.ac.id/id/eprint/31627 |
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