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All Journal Jurnal Ekonomi Modernisasi Jurnal Aplikasi Bisnis dan Manajemen (JABM) E-Journal EKOMBIS REVIEW: Jurnal Ilmiah Ekonomi dan Bisnis Jurnal Pariwisata IJBE (Integrated Journal of Business and Economics) Journal of Economic, Bussines and Accounting (COSTING) AFEBI Management and Business Review At-Tadbir : jurnal ilmiah manajemen EQIEN - JURNAL EKONOMI DAN BISNIS SCAFFOLDING: Jurnal Pendidikan Islam dan Multikulturalisme Valid Jurnal Ilmiah Community Engagement and Emergence Journal (CEEJ) Management Studies and Entrepreneurship Journal (MSEJ) Jurnal Ilmiah Manajemen Kesatuan Coopetition : Jurnal Ilmiah Manajemen Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Jurnal Fokus Manajemen Bisnis Journal of Management and Bussines (JOMB) Jurnal Pengabdian Masyarakat Asia Dinasti International Journal of Economics, Finance & Accounting (DIJEFA) Business Preneur : Jurnal Ilmu Administrasi Bisnis TSARWATICA (Islamic Economic, Accounting, and Management Journal) International Journal of Economy, Education and Entrepreneurship (IJE3) JURNAL ILMIAH GLOBAL EDUCATION Golden Ratio of Mapping Idea and Literature Format BISMA (Bisnis dan Manajemen) Journal of Innovation in Management, Accounting and Business Asia Pacific Journal of Management and Education Journal of International Conference Proceedings Jurnal Ilmiah MEA (Manajemen, Ekonomi, dan Akuntansi) Journal of Business Studies and Management Review Economics and Business Journal IIJSE
Rita Komaladewi
Faculty Of Economic And Business, Universitas Padjajaran
Religion Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Energy Environmental Science Health Professions Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Library & Information Science Mathematics Social Sciences Other

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Journal : JURNAL ILMIAH GLOBAL EDUCATION

 1 
The Effect of E-Service Quality and E-Trust on Generation Y E-Loyalty on Digital Banking Services in Indonesia Lumbantobing, Angelia Tio; Komaladewi, Rita; Amar, Siti Chaerani Djen
Jurnal Ilmiah Global Education Vol. 6 No. 3 (2025): JURNAL ILMIAH GLOBAL EDUCATION
Publisher : LPPM Institut Pendidikan Nusantara Global

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.55681/jige.v6i3.4107

Abstract

This study aims to analyze the influence of Electronic Service Quality (E-Service Quality) and Electronic Trust (E-Trust) on Electronic Loyalty (E-Loyalty) among Generation Y users of digital banking services in Indonesia. A quantitative approach was employed involving 205 respondents, all of whom are Micro, Small, and Medium Enterprises (MSME) owners from Generation Y actively using digital banking services such as SeaBank, Bank Neo Commerce, and blu by BCA Digital. Data were collected through an online questionnaire and analyzed using Structural Equation Modeling–Partial Least Squares (SEM-PLS) version 3.0. The research instruments were proven to be valid and reliable, with outer loading values > 0.7, AVE > 0.5, and composite reliability > 0.7. The analysis results indicate that both E-Service Quality and E-Trust have a positive and significant effect on E-Loyalty. Furthermore, E-Trust also strengthens the relationship between service quality and user loyalty. The R-square value of 0.638 suggests that the model has a moderate ability to explain the endogenous variable. These findings provide practical implications for digital banks in enhancing user loyalty through reliable and secure services, as well as building long-term trust.
Co-Authors Adz Zikri, Arif Furqon Nugraha Agatha, Fathia Agustin, Melinda Yuni Akbar Riskal Amani Aldina Shiratina Amani, Akbar Riskal Amar, Siti Chaerani Djen Anggie Irwansyah Arief Budiman , Adityo Asep Mulyana Asep Mulyana Bayu Perisha Budhyawan, Thomas Carla Elisabeth Stephanie Deborah, Irene Deru R Indika Dwi Kartini Emi Widya Yusuf Eugenia Clarissa Prabowo Fachri Eka Saputra Fariz Pramadani Firdaus, Gilrandy Andhika Ghea Putri Aliffia Gugyh Susandy Herdianie, Revalina Hilmy Mu’nis Jajang Burhanudin Jodhi Kartha Yudha Joeliaty Joeliaty Kirana, Laras Puspa Kurniadi, Stefanie Kurniatun, Taufani C. Ledy Yolanda Luki Ramdani Lumbantobing, Angelia Tio M Aqshel Revinzky Mulyani, Indah Putri Mulyawan, Sarah Anjani Naufal, Ariq Zulfahmi Nugraha Adz Zikri, Arif Furqon Nugraha, Krisna Adhitia Okviannas, Nadilla Prasetyo, Bilal Panji Puji Ratna Sari Putri Fajar Handayani R Thomas Budhayawan Yudha R. Arief Helmi R. Thomas Budhyawan Yudha R. Thomas Budhyawan Yudha Rahma Hanifa Dewi Raihan Fajri Ramadhan Ramos Purba Reni Dian Octaviani Rhiswandi, Rhandi Ruchiat, Yayat Saputra, Febrian Eko Saputra, Kiagus Ahmad Juan Setyadi, M. Aditya Silaban, Sonia Artha Ria Sucherly Sucherly Sucherly Sucherly Susi Yasmin Thomas Budhyawan Umi Kaltum Widianto, Sunu Yasmin, Annisa Yevis Marty Oesman Yudha, R. Thomas Budhyawan Yudi Aziz Yuyus Suryana