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All Journal Precise: Journal of Economic
Andi Firgha Nurul Putri
Institut Ilmu Hukum dan Ekonomi Lamaddukelleng
Economics, Econometrics & Finance

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Dampak E-Service Quality Terhadap Kepuasan dan Loyalitas Nasabah pada Bank Negara Indonesia Cabang Sengkang Agus Purwanto; Nurman Dai Basri; Andi Firgha Nurul Putri
Precise Journal of Economic Vol 5 No 1 (2026): April 2026
Publisher : Yayasan Pengembangan Sumber Daya Insani Lamaddukelleng

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.67032/pje.v5i1.190

Abstract

This study aims to analyze the effect of e-service quality on customer satisfaction and loyalty at Bank Negara Indonesia, Sengkang Branch, and to examine the role of customer satisfaction as an intervening variable. A quantitative approach was used, with data collected from 96 respondents who use digital banking services. The data were analyzed using path analysis, and the Sobel test was applied to examine the mediating effect. The instrument tests showed that all questionnaire items were valid and reliable, and the regression model met the classical assumptions. The results show that e-service quality has a positive and significant effect on customer satisfaction (β = 0.677; p = 0.000) and on customer loyalty (β = 0.223; p = 0.018). Customer satisfaction also has a positive and significant effect on customer loyalty (β = 0.585; p = 0.000). In addition, customer satisfaction significantly mediates the effect of e-service quality on customer loyalty, with an indirect effect of 39.6%, larger than the direct effect of 22.3% (Sobel test = 4.379; p = 0.000). These findings indicate that improving electronic service quality, so that it is fast, secure, and easy to use, should be accompanied by efforts to create customer satisfaction, because satisfaction is the main pathway through which loyalty is formed.
Co-Authors Agus Purwanto Nurman Dai Basri