Pengaruh E-Service Quality dan E-Trust terhadap E-Satisfaction Pada Nasabah Pengguna Aplikasi Mobile Banki¬ng Bank Tabungan Negara Bangkalan

Andika Mubarok (Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Trunojoyo Madura)
Nirma Kurriwati (Program Studi Manajemen Fakultas Ekonomi dan Bisnis Universitas Trunojoyo Madura)

Jurnal Kajian Ilmu Manajamen
Vol 1, No 1 (2021): Maret

The purpose of this study was to determine whether there is an effect between e-servqual on e-satisfaction, to find out whether there is an effect between e-trust on e-satisfaction, and to find out whether e-servqual and e-trust have a joint influence on e-satisfaction on customers who use the M-Banking BTN. This study uses quantitative methods, the sampling method used is non-probability sampling. The type of data used is primary data, the data source comes from a questionnaire with a sample size of 100 respondents. The data analysis method used is multiple linear regression analysis using validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, autocorrelation test, T test and F test. (1) e-servqual has a positive and significantly on e-satisfaction, (2) e-trust has a positive and significant effect on e-satisfaction, (3) e-servqual and e-trust have a positive and significant effect simultaneously on e-satisfaction on customer application users m-banking BTN