Factors Affecting Customer Satisfaction And Customer Loyalty Of E-Bank Users: A Case Study In Indonesia

Chikotosa, Precious and , Soepatini, S.E., M.Si., Ph.D and , Imronudin, S.E, M.Si, Ph.D (2020) Factors Affecting Customer Satisfaction And Customer Loyalty Of E-Bank Users: A Case Study In Indonesia. Thesis thesis, Universitas Muhammadiyah Surakarta.

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Abstract

This study attempted to determine the factors affecting customer satisfaction and customer loyalty of e-bank users in Indonesia. This study utilized quantitative research design. The research population were e-bank users while the total sample size was 153 e-bank users from Indonesia respectively. The sampling technique utilized was convenience sampling. Data collection techniques used instruments that were tested first for validity and reliability. The data analysis technique utilized path analysis using PLS-SEM with Smart PLS version 3.0. The results from the analysis suggest that customer trust, had a positive and significant effect on customer satisfaction, and service quality had no significant effect on customer satisfaction of e-bank users in Indonesia. Furthermore, the results of the analysis suggest that customer trust had a positive and significant effect on customer loyalty in Indonesia. On the other hand, service quality had no significant effect on customer loyalty in Indonesia. The result of mediating testing is not evidenced. Finally, customer satisfaction had no significant effect on customer loyalty for Indonesians e- bank users.

Item Type:	Karya ilmiah (Thesis)
Uncontrolled Keywords:	customer satisfaction, e-bankers, customer loyalty, customer trust, service quality.
Subjects:	H Social Sciences > H Social Sciences (General)
Divisions:	Fakultas Pasca Sarjana > Magister Manajemen
Depositing User:	Unnamed user with username p100180023
Date Deposited:	12 Sep 2020 03:41
Last Modified:	12 Sep 2020 03:41
URI:	http://eprints.ums.ac.id/id/eprint/85930

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