Pengaruh kualitas pelayanan elektronik dan kepuasan terhadap kepercayaan konsumen serta dampaknya terhadap loyalitas konsumen
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Abstract
The development of banking digitalization continues and has a significant impact
on the market, plus the pandemic situation that has changed people's consumption
and daily lifestyles. In addition, the use of smartphones as a daily necessity has
changed the perspective of seeing the banking industry, which is a provider of
financial services that collect public funds. The factors of service quality and Trust
are also determinants of customer loyalty. This study aimed to determine the effect
of E-Servqual and Satisfactions on Trust and their impact on Loyalty. This research
is causal, and the research instrument is a questionnaire with a purposive sampling
technique with 165 respondents. This research method uses path analysis with
SPSS tools. The results showed a positive relationship between E-Servqual on the
formation of Trust, the effect of Satisfaction on the formation of Trust, the influence
of Satisfaction on the formation of Loyalty, the influence of Trust on the formation
of Loyalty. Another finding is that E-Servqual does not affect the formation of
Loyalty. Therefore, the Trust acts as a mediator or intermediary that can form a
Loyalty if it already exists. If there is no Trust, then there will be no Loyalty, even
though the quality of service is good and Satisfaction already exists in the users,
but without Trust, Loyalty will not be created.
Article Details
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