Apridalia , - (2025) PENGARUH E-SERVQUAL DAN E-SATISFACTION TERHADAP E-LOYALTY PENGGUNA MOBILE BANKING BANK LAMPUNG. Masters thesis, UNIVERSITAS LAMPUNG .
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Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh dimensi E-SERVQUAL yang terdiri dari Site Organization, Reliability, Responsiveness, User Friendliness, Personal Need, dan Efficiency terhadap E-Satisfaction, serta pengaruh E-Satisfaction terhadap E-Loyalty pengguna layanan mobile banking Bank Lampung. Penelitian ini menggunakan pendekatan kuantitatif dengan populasi warga negara Indonesia yang merupakan nasabah aktif mobile banking Bank Lampung. Sampel sebanyak 300 responden dipilih berdasarkan kriteria tertentu yang telah ditetapkan. Pengumpulan data dilakukan melalui penyebaran kuesioner, dan analisis data dilakukan menggunakan perangkat lunak SmartPLS. Hasil penelitian menunjukkan bahwa seluruh dimensi E-SERVQUAL berpengaruh positif dan signifikan terhadap E-Satisfaction. Selanjutnya, E-Satisfaction juga terbukti berpengaruh positif dan signifikan terhadap E-Loyalty. Temuan ini mengindikasikan bahwa kualitas layanan elektronik yang baik secara langsung meningkatkan kepuasan pengguna, yang pada akhirnya berdampak pada loyalitas mereka terhadap layanan mobile banking Bank Lampung. Kata kunci: Bank Lampung, E-SERVQUAL, E-Satisfaction, E-Loyalty, Mobile Banking. This study aims to analyze the influence of E-SERVQUAL dimensions, which include Site Organization, Reliability, Responsiveness, User Friendliness, Personal Need, and Efficiency, on E-Satisfaction, as well as the influence of E-Satisfaction on E-Loyalty among users of Bank Lampung's mobile banking services. This research employs a quantitative approach, with a population consisting of Indonesian citizens who are active users of Bank Lampung's mobile banking. A total sample of 300 respondents was selected based on predefined criteria. Data were collected through a questionnaire and analyzed using SmartPLS software. The results indicate that all dimensions of E-SERVQUAL have a positive and significant effect on E-Satisfaction. Furthermore, E-Satisfaction is proven to have a positive and significant effect on E-Loyalty. These findings suggest that high-quality electronic service directly enhances user satisfaction, which ultimately impacts their loyalty to Bank Lampung’s mobile banking services. Keywords: Bank Lampung, E-SERVQUAL, E-Satisfaction, E-Loyalty, Mobile Banking.
| Item Type: | Thesis (Masters) |
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| Subjects: | ?? 330 ?? |
| Divisions: | Fakultas Ekonomi dan Bisnis > Magister Manajemen S2 |
| Depositing User: | UPT . Siswanti |
| Date Deposited: | 13 Nov 2025 02:05 |
| Last Modified: | 13 Nov 2025 02:05 |
| URI: | http://digilib.unila.ac.id/id/eprint/93177 |
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