The Role of e-Trust and e-Service Quality on e-Loyalty of e-banking Consumers in Tangerang

Adi Widodo (STIMIK Insan Pembangunan, Indonesia)
Firdaus Putra (STIE Insan Pembangunan, Indonesia)
Sukriyah Sukriyah (STIE Insan Pembangunan, Indonesia)
Multi Nadeak (School of Teknologi Bandung, Indonesia)
Dewiana Novitasari (STIE Insan Pembangunan, Indonesia)

PINISI Discretion Review
Volume 5, Issue 2, March 2022

The purpose of this study is to analyze the relationship of e-Trust to e-Loyalty, the relationship of e-Service Quality to e-Loyalty and the relationship of e-trust to e-Service Quality. The research method used in this research is quantitative research and explanatory survey. The data used in this study is primary data obtained by distributing online questionnaires to 566  bank customers who use the e-Banking application. The number of respondents was 566 respondents who were selected by simple random sampling of e-Banking application users in Tangerang. To analyze the data from the measurement results of the independent and dependent variables through an online questionnaire. The statistical data processing tool used in this research is SmartPLS 3.0. Based on data analysis, it can be concluded that e-Trust has a positive and significant effect on e-Loyalty, e-Service Quality has a positive and significant effect on e-Loyalty, e-Trust has a positive and significant effect on e-Service Quality.