The Effect of E-Service Quality and E-Trust on E-Loyalty of BNI Mobile Banking Users with E-Customer Satisfaction as an Intervening Variable
Abstrak
The rapid development of digital banking services, particularly mobile banking, has become a crucial factor influencing customer satisfaction and loyalty. This study aims to analyze the effect of E-Service Quality and E-Trust on E-Loyalty of BNI Mobile Banking users, with E-Customer Satisfaction as the intervening variable. The research seeks to determine the extent to which service quality and user trust can enhance customer satisfaction and loyalty in using mobile banking services. The data used in this study are primary data obtained through questionnaires distributed to 97 respondents who are BNI Mobile Banking users in Denpasar City. The research applies a quantitative approach using Partial Least Square (PLS) analysis to examine both direct and indirect relationships among variables. The findings indicate that E-Service Quality has a significant positive effect on both E-Customer Satisfaction and E-Loyalty. Similarly, E-Trust significantly and positively influences E-Customer Satisfaction and E-Loyalty. Furthermore, E-Customer Satisfaction is proven to play an intervening role that strengthens the relationship between E-Service Quality and E-Trust with E-Loyalty. These results suggest that higher digital service quality and greater user trust lead to increased satisfaction, which ultimately fosters stronger loyalty among BNI Mobile Banking users. Based on these findings, it is recommended that banks continuously improve their digital service quality and build stronger customer trust to maintain satisfaction and sustain loyalty amidst the increasingly competitive digital banking industry.
##plugins.generic.usageStats.downloads##
Referensi
Afidah, Falaisifah. (2016). Pengaruh E-Trust Dan E-Service Quality Terhadap E-Loyalty Melalui E-Satisfaction Nasabah Pengguna E-Banking (Studi Pada Masa Pandemi Covid-19). Issue July.
Aisyah, Fitriani. (2018). Pengaruh E-Trust Dan E-Service Quality Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening (Studi Pada Pengguna E-Commerce C2c Shopee).
Akbar, M. J. (2011). Aplikasi Teknologi Informasi Dalam Bidang Pendidikan.
Akdon, Dan R. (N.D.). Rumus Dan Data Dalam Aplikasi Statistika. Bandung: Alfabeta.
Amin, M. (2016). Internet Banking Service Quality And Its Implication On E-Customer Satisfaction And E-Customer Loyalty. International Journal Of Bank Marketing, 34(3), 280–306. https://doi.org/10.1108/ijbm-10-2014-0139.
Analisis Pengaruh Kepuasan Konsumen Terhadap Loyalitas Konsumen Dalam Berbelanja Online Melalui Situs Belanja Tokopedia. (N.D.).
Ariani, N. A., & S. (2015). Pengaruh Faktor Demografi Terhadap Financial Literacy Mahasiswa Angkatan 2012. Jurnal Pendidikan Akuntansi (Jpak), 3(2).
Arikunto, S. (2010). Prosedur Penelitian: Suatu Pendekatan Praktek.
Atmojo, J. J. T., & Widodo, T. (2021). Pengaruh E-Service Quality Terhadap E-Customer Loyalty Melalui E-Customer Satisfaction Sebagai Variabel Intervening Pada Aplikasi Tiket .Com. O. E-Proceeding Of Management, 8(5), 4519.
Azizah, H. (2012). Pengaruh Kualitas Layanan, Citra Dan Kepuasan Terhadap Loyalitas Nasabah. 1(2).
Ghozali, I. (2018). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25. Badan Penerbit Universitas Diponegoro: Semarang.
Gusti, I., Ayu, A., Suariedewi, M., Wayan, N., & Suprapti, S. (2020). Effect Of Mobile Service Quality To E-Trust To Develop E-Satisfaction And E-Loyalty Mobile Banking Services. International Research Journal Of Management, IT And Social Sciences, 7(1), 185–196. https://doi.org/10.21744/irjmis.v7n1.836.
Hur, Y., Ko, Y. J., & Valacich, J. (2011). A Structural Model Of The Relationship Between Sport Website Quality, E-Satisfaction, And E-Loyalty. Journal Of Sport Management, 25(5), 458–473.
Ibrahim, A., Elisa, F. S., Fernando, J., Salsabila, L., Anggraini, N., & Arafah, S. N. (2021). Pengaruh E-Service Quality Terhadap Loyalitas Pengguna Aplikasi Mytelkomsel. Building Of Informatics, Technology And Science (Bits), 3(3), 302–311. https://doi.org/10.47065/bits.v3i3.1076.
Ishak, M. Z., & Azzahroh, E. P. (2017). Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabah Bank Syariah Dengan Kepuasan Nasabah Sebagai Variabel Intervening. Jurnal Ekonomi Dan Bisnis Islam (Journal Of Islamic Economics And Business), 3(1), 26. https://doi.org/10.20473/jebis.v3i1.3599.
Kartono, R. A., & Halilah, I. (2018). Pengaruh E-Trust Terhadap E-Loyalty (Studi Pada Seller Di Bukalapak). Polban Irwns, 1(1), 1204–1213.
Kasih, S. S., & Moeliono, N. N. K. (2020). Pengaruh E-Service Quality Dan E-Trust Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening (Studi Pada Pelanggan Sorabel Di Bandung). Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 5(4), 780–791.
Kasih, S. S., & Moeliono, N. N. K. (2020). Pengaruh E-Service Quality Dan E-Trust Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening (Studi Pada Pelanggan Sorabel Di Bandung). Jurnal Ilmiah Mahasiswa Ekonomi Manajemen, 5(4), 780–791. http://www.jim.unsyiah.ac.id/ekm/article/view/15512.
Katubi. (2020). Analisis Gaya Hidup, Bintang Iklan Dan Kepercayaan Terhadap Minat Beli Ulang Pada Konsumen Online Shopee. Jurnal Penelitian Dan Kajian Ilmiah, 18(3).
Kemenag. (2022). Surat Ali Imron Ayat 28.
Kotler, P., & Keller, K. L. (2016). Marketing Management. London: Pearson Education, Inc.
Maharsi, & Fenny. (2006). Analisa Faktor-Faktor Yang Mempengaruhi Kepercayaan Dan Pengaruh Kepercayaan Terhadap Loyalitas Pengguna Internet Banking Di Surabaya. Kajian Bisnis Stie Widya Wiwaha, 23.
Martinez, P., & Bosque, I. R. (2013). CSR And Customer Loyalty: The Roles Of Trust, Customer Identification With The Company And Satisfaction. International Journal Of Hospitality Management, 35(89), 99.
Mubarok, A., & Kurriwati, N. (2021). Pengaruh E-Service Quality Dan E-Trust Terhadap E-Satisfaction Pada Nasabah Pengguna Aplikasi Mobile Banking Bank Tabungan Negara Bangkalan. Jurnal Kajian Ilmu Manajemen (JKIM), 1(1), 91–97. https://doi.org/10.21107/jkim.v1i1.11336.
Nawangasari, S., & Putri, N. D. (2020). Pengaruh E-Service Quality Dan E-Trust Terhadap Kepuasan Nasabah Pengguna BNI Mobile Banking Melalui Citra Bank Sebagai Variabel Intervening. Jurnal Ilmiah Matrik, 22(1), 55–63. https://doi.org/10.33557/jurnalmatrik.v22i1.839.
Ningtyas, Fitri, & Basuki, Rachmad. (2011). Pengaruh Kepercayaan, Komitmen, Komunikasi, Penanganan Masalah Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Bank Muamalat Di Surabaya. Journal Of Business And Banking, 1(1).
Nurdin, N., Musyawarah, I., Nurfitriani, N., Jalil, A., Syariah, J. P., Ekonomi, F., Islam, B., & Palu, I. (2020). Pengaruh Pelayanan Mobile Banking Terhadap Kepuasan Nasabah (Studi Pada Mahasiswa Perbankan Syariah Iain Palu). Jurnal Ilmu Perbankan Dan Keuangan Syariah, 2(1), 87–104. https://doi.org/10.24239/jipsya.v2i1.24.87-104.
Parasuraman, A., Berry, Leonard L, & Zeithaml, V. A. (1991). Refinement And Reassessment Of The SERVQUAL Scale. Journal Of Retailing, 67(4), 1–124.
Perwira, Bimo Taufan, Dkk. (2016). Pengaruh E-Service Quality Dan Perceived Value Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan (Survei Pada Mahasiswa S1 Universitas Brawijaya Yang Melakukan Transaksi Pembelian Online Dengan Mobile Application Tokopedia). Administrasi Bisnis, 38(02).
Prayitno. (2015). Pengaruh Kualitas Pelayanan Dan Reputasi Perusahaan Terhadap Kepuasan Konsumen Dengan Kepercayaan Sebagai Variabel Moderasi. Jurnal Ekonomi Dan Kewirausahaan, 15(3), 321–328.
Prisanti, M. Della, Suyadi, I., & Arifin, Z. (2017). Pengaruh E-Service Quality Dan E-Trust Terhadap E-Customer Satisfaction Serta Implikasinya Terhadap E-Customer Loyalty. Journal Of Business Studies, 2(1).
Pudjarti, S., Nurchayati, N., & Dwi Putranti, H. R. (2019). Penguatan Kepuasan Model Hubungan E-Service Quality Dan E-Loyalty Pada Konsumen Go-Jek Dan Grab. Sosiohumaniora, 21(3), 237–246. https://doi.org/10.24198/sosiohumaniora.v21i3.21491.
##submission.copyrightStatement##
##submission.license.cc.by-sa4.footer##Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
