PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION DAN E- LOYALTY NASABAH PENGGUNA MANDIRI ONLINE

By Arief Budiman, Edy Yulianto, Muhammad Saifi. Profit, 2020

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This research aims to investigate d the effect of e-service quality as independent variabel on e-customer satisfaction and e-customer loyalty as dependent variabel. This research is a quantitative approach with type of explanatory research. The data used are primary data obtained by distributing questionnaires directly to user mandiri online in six cities, namely Jember, Situbondo, Probolinggo, Bondowoso, Lumajang, Banyuwangi, . P urposive sampling are used as sampling method in this study. 11 5 respondent are collected . Data analysis use Structural Equation Model (SEM ) . The conclusion show that online service quality have positive effect and significant on e-satisfaction and e-loyalty mandiri online user’s.

Subfields: Demography, Health Information Management, Marketing

View Paper: https://www.semanticscholar.org/paper/14106748836ccad3fe78c36daf54941bf31af92b