TY  - GEN
CY  - UNIVERSITAS LAMPUNG
ID  - eprints10005
UR  - http://digilib.unila.ac.id/10005/
A1  - Yudha Lukmansyah, 1116051091
Y1  - 2015/04/16/
N2  - ABSTRAK
PENCAPAIAN LOYALITAS NASABAH PENGGUNA E-BANKING DALAM
KONTEKS E-SERVICE QUALITY DAN CUSTOMER TRUST
Penelitian ini menganalisis mengenai pencapaian loyalitas nasabah pengguna E-Service
Quality dan Customer Trust. Penelitian ini menggunakan 5 variabel : Information Quality
(X1), System Quality (X2), Value (Z1), Satisfaction (Z2) dan Loyalty (Y1). Data diperoleh
melalui metode penyebaran kuesioner melalui 100 responden di masing-masing kelurahan
sebanyak 20 kuesioner. Sampel diperoleh melalui pengguna layanan E-Banking di 5
Kelurahan di Bandar Lampung yang sudah diteliti sebelumnya. Teknik pengambilam sampel
menggunakan purposive sampling. Analisis data dilakukan dengan Sofware SmartPLS versi
2.0.m3 yang dijalankan melalui media komputer. Dalam penelitian menggunakan teknik
pengukuran data outer model dan inner model serta pengujian hipotesis. Hasil SmartPLS
menunjukkan bahwa terdapat pengaruh yang signifikan antara Information Quality terhadap
Value serta terdapat pengaruh yang tidak signifikan antara Information Quality terhadap
Satisfaction. Dari ketujuh hipotesis yang ada, terdapat 3 hipotesis yang berpengaruh secara
signifikan atau diterima dan terdapat 4 hipotesis yang berpengaruh tidak signifikan atau
ditolak. Hal ini diharapkan untuk seluruh bank dapat meningkatkan E-Service Quality dan
Customer Trust untuk tercapainya Customer Loyalty. Untuk penelitian selanjutnya
diharapkan untuk menambah kembali atas variabel-variabel yang mempengaruhi loyalitas
nasabah pengguna E-Banking agar sempurna adanya.
Kata Kunci : Loyalitas Nasabah Pengguna E-Banking, E-Service Quality, Kepercayaan
Konsumen

Abstract
THE ACHIEVEMENT OF CUSTOMER LOYALTY E-BANKING USER IN THE
CONTEXT OF E-SERVICE QUALITY AND CUSTOMER TRUST
This study aims to analyze the achievement of Customer Loyalty E-Banking users in the
context of E-Service Quality and Customer Trust. This study uses five variables: Information
Quality (X1), System Quality (X2), Value (Z1), Satisfaction (Z2) and Loyalty (Y1). Data were
collected through methods questionnaires distributed to 100 respondents in each village was
given as 20 questionnaires. This sample in this study is a community of users E-Banking in 5
villages in Bandar Lampung that have been defined by the researchers. The sampling
technique used was purposive sampling. Analysis data was performed by Software SmartPLS
2.0.m3 versions that run with the computer media. This study uses data processing
techniques to the measurement model (outer model) and the model of structural equation
analysis (inner model) and hypothesis testing. Smart PLS results showed that a significant
difference between the Information Quality to Value but not a significant difference between
the Information Quality and Satisfation. From the seventh hypothesis that there are three
hypotheses were significant or accepted and 4 hypotheses were not significant or rejected. It
is expected for the entire Bank in order to improve E-Service Quality and Customer Trust in
place to achieve Customer Loyalty. For further research needs to be added back on the
variables that influence Customer Loyalty E-Banking users in order to further perfect
Keywords: Customer Loyalty E-Banking users, E-Service Quality, Customer Trust
PB  - FAKULTAS ILMU SOSIAL DAN ILMU POLITIK
TI  - PENCAPAIAN LOYALITAS NASABAH PENGGUNA E-BANKING DALAM
KONTEKS E-SERVICE QUALITY DAN CUSTOMER TRUST
AV  - restricted
ER  -