PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP KEPUASAN NASABAH LANTABUR MOBILE BANKING MELALUI CITRA BANK DI PT. BPRS LANTABUR TEBUIRENG CABANG MOJOKERTO

Nishful Lailatul Putri; Lutvi Alamsyah

Nishful Lailatul Putri Institut Pesantren KH. Abdul Chalim
Lutvi Alamsyah universitas KH Abdul Chalim mojokerto

Keywords: E-Service Quality, E-Trust, Bank Image, Customer Satisfaction

Abstract

During the Covid-19 pandemic, the community's need for a digital system is increasing, this is a challenge for the Islamic banking world, especially BPRS Lantabur Tebuireng. In order to be able to compete with other financial institutions, BPRS Lantabur Tebuireng started a digital transformation, namely with Lantabur mobile banking as a form of increasing customer satisfaction.

This study aims to determine the effect of e-service quality and e-trust on customer satisfaction with mobile banking through the image of the bank at PT. BPRS Lantabur Mojokerto. The method used is a quantitative research method. The data used is primary data. The sample of this research is customers who use Lantabur mobile banking. With the sampling technique using non-probability sampling the number of samples was 98 respondents. Data analysis using SEM model through smartPLS 2.0 analysis.

The results showed that e-service quality had a significant positive effect on customer satisfaction. e-service quality has a significant positive effect on the image of the bank. e-trust has a significant positive effect on customer satisfaction. e-trust has a significant positive effect on bank image and bank image has a significant effect on customer satisfaction. The results of the path test prove that the intervening variable of bank image is able to mediate the relationship between e-service quality and e-trust