title: PENGARUH KUALITAS LAYANAN E-BANKING BCA TERHADAP  E-SATISFACTION DAN E-LOYALTY NASABAH
creator: Leo, Agung Feri Wicaksono
subject: 330 Ekonomi
description: Perkembangan pelayanan jasa perbankan melalui media elekronik semakin marak  seiring dengan pertumbuhan teknologi informasi yang semakin cepat.  Perkembangan teknologi melalui transformasi digital dalam sistem perbankan  menuntut layanan perbankan di Indonesia untuk beralih ke layanan e-banking. Ebanking merupakan suatu bentuk inovasi layanan dengan memanfaatkan  perkembangan teknologi. Layanan e-banking yang berkembang pesat saat ini  adalah mobile banking dan internet banking. Peningkatan transaksi mobile banking  dan internet banking di Indonesia naik lebih 300% dari 2016 hingga Agustus 2021.  Salah satu perusahaan perbankan yang memilki jumlah pengguna e-banking  terbanyak di Indonesia yaitu BCA. Dengan semakin pesatnya perkembangan  layanan e-banking tentunya diperlukan evaluasi mengenai kualitas layanan ebanking diantaranya reliability, privacy and security, website design dan customer  service and support. Oleh karena itu, penelitian ini bertujuan untuk mengetahui  pengaruh kualitas layanan e-banking BCA terhadap kepuasan (e-satisfaction) dan  loyalitas (e-loyalty) nasabah. Sampel yang digunakan dalam penelitian ini adalah  230 data yang diambil secara purposive sampling. Data yang diperoleh dianalisis  menggunakan analisis model persamaan struktural (SEM) dengan bantuan aplikasi  AMOS 24. Hasil penelitian menunjukkan bahwa adanya pengaruh signifikan antara  reliability, website design dan customer service and support terhadap e-satisfaction.  Sementara itu privacy and security memiliki pengaruh signifikan terhadap eloyalty. Selain itu, pada penelitian ini juga menemukan bahwa adanya pengaruh  signifikan e-satisfaction terhadap e-loyalty.  Kata Kunci : E-banking, Reliability, Privacy and Security, Website Design,  Customer Service and Support, E-satisfaction, E-loyalty    The development of banking services through electronic media was increasingly  widespread along with the rapid growth of information technology. Technological  developments through digital transformation in the banking system require banking  services in Indonesia to switch to e-banking services. E-banking is a form of service  innovation by utilizing technological developments. E-banking services that are  currently developing rapidly are mobile banking and internet banking. The increase  in mobile banking and internet banking transactions in Indonesia has increased by  more than 300% from 2016 to August 2021. One of the banking companies that has  the largest number of e-banking users in Indonesia is BCA. With the rapid  development of e-banking services, it is necessary to evaluate the quality of ebanking services including reliability, privacy and security, website design and  customer service and support. Therefore, this study aims to determine impact of the  quality of BCA e-banking services on customer satisfaction (e-satisfaction) and  loyalty (e-loyalty). The sample used in this study was 230 data taken by purposive  sampling. The data obtained were analyzed using structural equation model  analysis (SEM) with the help of the AMOS 24 application. The results showed that  there was a significant impact between reliability, website design and customer  service and support on e-satisfaction. Meanwhile privacy and security have a  significant impact on e-loyalty. In addition, this study also found that there was a  significant impact of e-satisfaction on e-loyalty.  Keywords : E-banking, Reliability, Privacy and Security, Website Design,  Customer Service and Support, E-satisfaction, E-loyalty
date: 2023-09-25
type: Tesis
type: NonPeerReviewed
format: text
identifier: http://digilib.unila.ac.id/76680/1/ABSTRAK.pdf
format: text
identifier: http://digilib.unila.ac.id/76680/2/TESIS%20FULL.pdf
format: text
identifier: http://digilib.unila.ac.id/76680/3/TESIS%20TANPA%20BAB%20PEMBAHASAN.pdf
identifier:   Leo, Agung Feri Wicaksono  (2023) PENGARUH KUALITAS LAYANAN E-BANKING BCA TERHADAP E-SATISFACTION DAN E-LOYALTY NASABAH.  Masters thesis, UNIVERSITAS LAMPUNG.   
relation: http://digilib.unila.ac.id/76680/