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All Journal Dialektika: Jurnal Ekonomi dan Ilmu Sosial
Azizah A, Nur
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Analisis E-Servqual Terhadap Customer Satisfaction dan Customer Loyalty pada Aplikasi BSI Mobile Azizah A, Nur; Hidayat, Muhammad Rahmat
DIALEKTIKA: Jurnal Ekonomi dan Ilmu Sosial Vol 7 No 1 (2022): DIALEKTIKA: Jurnal Ekonomi dan Ilmu Sosial
Publisher : Prodi Manajemen Fakultas Ekonomi dan Bisnis Universitas Islam Raden Rahmat Malang

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (1061.418 KB) | DOI: 10.36636/dialektika.v7i1.1160

Abstract

This study aims to analyze E-service quality on customer satisfaction and customer loyalty to customers who use the BSI mobile application at BSI Meulaboh Imam Bonjol Branch Office. The population in this study are all BSI customers who use the BSI mobile application with a total sample of 105 respondents. This study uses a descriptive research type with a quantitative approach and partial least squares analysis assisted by Smart PLS 3 software. The equation models analyzed are the outer model, inner model and hypothesis testing by analyzing the results of path coefficients which are evaluated through bootstrapping calculations. Based on these results, it was found that the e-service quality of all indicators was only tangibles indicators which had a significant impact on customer loyalty but did not have a significant impact on customer satisfaction using the BSI mobile application. Meanwhile, the variable customer satisfaction on customer loyalty has a significant impact, which means that when customers are satisfied, they will be loyal in using the BSI mobile application.
Co-Authors Hidayat, Muhammad Rahmat