International Journal of Business and Quality Research
Vol. 2 No. 04 (2024): October - December, International Journal of Business and Quality Research (IJ

Analysis of the Influence of E-Service Quality, E-Satisfaction and E-Trust on E-Customer Loyalty among BRImo Mobile Banking Users in Mataram City

Baiq Marlia Apriyani (Faculty of Economics and Business, University of Mataram)
Bambang Bambang (Faculty of Economics and Business, University of Mataram)

Article Info

Publish Date
01 Dec 2024

Abstract

The rationale behind this study is to examine the impact of e-service quality, e-satisfaction, and e-trust on BRImo mobile banking users' customer loyalty. Purposive sampling is the sampling strategy used in this quantitative study. The primary data used in this study were gathered from 100 respondents via questionnaires. This investigation implemented multiple linear regression techniques featuring SPSS 26 as the data analysis tool. The study findings suggest that e-service quality has no own impact on the e-customer loyalty of BRImo mobile banking users, whereas e-satisfaction and e-trust have a noteworthy and favorable effect on customer loyalty

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Journal Info
International Journal of Business and Quality Research
Website

Abbrev

IJBQR

Publisher

CV. Cita Utilitas Utama

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

Description

International Journal of Business,and Quality research (IJBQR) is a high quality open access peer reviewed research journal. providing a platform for the researchers, academicians, professional, practitioners and students to impart and share knowledge in the form of high quality empirical and ...