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UPT Publikasi Ilmiah, Universitas Islam Bandung. Jl. Tamansari No. 20, Bandung 40116, Indonesia, Tlp +62 22 420 3368, +62 22 426 3895 ext. 6891
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Bandung Conference Series: Business and Management
Published by Universitas Islam Bandung
ISSN : -     EISSN : 22828253     DOI : https://doi.org/10.29313/bcsbm.v2i1
Core Subject : Economy,
Economics, Econometrics & Finance
Bandung Conference Series Business and Management (BCSBM) menerbitkan artikel penelitian akademik tentang kajian teoritis dan terapan serta berfokus pada Manajemen dan Bisnis dengan ruang lingkup Adjusted Exponential Smoothing, Bauran Produk, Capital Adequacy Ratio, Crash Program, Critical Path Method (CPM), Diagram Preventive, Diferensiasi Produk, Economic Order Quantity (EOQ), Harga, Internet Banking, Ishikawa, Kepuasan Kerja, Keputusan Pembelian, Keuntungan Maksimal, kualitas pelayanan, Lingkungan Kerja, Loan to Deposit Ratio, loyalty consumers, manajemen proyek, Manajemen Rantai Pasok, Matriks SCOR, Metode Hungarian Peramalan, metode lintasan kritis (CPM) brand image, metode Service quality, Metode Simpleks, Mixed-Product Proyek, model Kano network planning, Non Performing Loan Pelayanan Jasa, Pemeliharaan, perputaran persediaan dan piutang, Production Process, Profit, proyek pembangunan, Purchase Of Raw Materials, Rantai Pasok, return on investment, SCOR Kinerja, Service Quality, Simplex Method, Turnover Intention Kinerja, Waktu dan Biaya, Optimal Penugasan Kerja. Prosiding ini diterbitkan oleh UPT Publikasi Ilmiah Unisba. Artikel yang dikirimkan ke prosiding ini akan diproses secara online dan menggunakan double blind review minimal oleh dua orang mitra bebestari.
Arjuna Subject : Bisnis, Menejemen, dan Akutansi (semua kategori) - Bisnis, Menejemen, dan Akutansi (Lain-Lain)
Articles 1 Documents
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Search results for , issue "905-914" : 1 Documents clear
Pengaruh E-Service Quality terhadap Customer Satisfaction dan Dampaknya pada Customer Loyalty Mutiara Qalbiyah Kamaliyah; Dede R. Oktini
Bandung Conference Series: Business and Management 905-914
Publisher : UNISBA Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.29313/bcsbm.v6i2.25968

Abstract

Abstract. The rapid development in online banking services requires companies to enhance the quality of electronic services to maintain customer satisfaction and loyalty. Intense competition in the banking industry emphasizes the importance of implementing maximum E-Service Quality, particularly in aspects such as ease of access, platform reliability, transaction security, and service responsiveness. The objective of this study is to examine the impact of E-Service Quality on Customer Satisfaction and its subsequent effect on Customer Loyalty among users of online banking facilities. A quantitative approach is applied in this research using descriptive and verificative methods. The sampling technique employs purposive sampling with 180 participants. Data is obtained through questionnaire distribution and evaluated using Partial Least Squares–Structural Equation Modeling (PLS-SEM) to test the relationships between variables. The research findings reveal that E-Service Quality has a positive and significant influence on Customer Satisfaction. Furthermore, Customer Satisfaction is proven to positively and meaningfully affect Customer Loyalty. In addition, customer satisfaction is confirmed to act as a mediator in the relationship between E-Service Quality and Customer Loyalty. Consistently improving electronic service quality will strengthen customer satisfaction and foster long-term loyalty. Abstrak. Perkembangan pesat dalam layanan perbankan daring mengharuskan perusahaan untuk meningkatkan mutu layanan elektronik agar dapat mempertahankan kepuasan dan kesetiaan nasabah. Persaingan sengit di industri perbankan menekankan pentingnya penerapan E-Service Quality yang maksimal, khususnya pada aspek kemudahan akses, ketangguhan platform, perlindungan transaksi, dan ketanggapan pelayanan. Tujuan dari kajian ini adalah untuk meneliti dampak E-Service Qualityterhadap Customer Satisfaction serta akibatnya pada Customer Loyalty di kalangan pemakai fasilitas perbankan daring. Pendekatan kuantitatif diterapkan dalam penelitian ini dengan metode deskriptif dan verifikatif. Teknik pemilihan sampel menggunakan purposive sampling terhadap 180 partisipan. Data diperoleh melalui distribusi kuesioner dan dievaluasi memakai teknik Partial Least Squares–Structural Equation Modeling (PLS-SEM) untuk menguji keterkaitan antarvariabel. Temuan penelitian mengungkapkan bahwa E-Service Quality memberikan pengaruh positif dan signifikan terhadap Customer Satisfaction. Selanjutnya, Customer Satisfaction terbukti memengaruhi positif dan bermakna terhadap Customer Loyalty. Di samping itu, kepuasan pelanggan terbukti berperan sebagai mediator dalam hubungan antara E-Service Quality dan Customer Loyalty. Peningkatan mutu layanan elektronik secara konsisten akan memperkuat kepuasan nasabah dan mendorong pembentukan kesetiaan jangka panjang.

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