The impact of e-service quality on e-satisfaction and loyalty in BTN mobile : in the evidence of BTN mobile banking users in JABODETABEK

About Us

Ipmi Repository is an online archive service which is managed by IPMI Library - Learning Resource Center. Established for collecting, managing, saving, preserving and disseminating digital copies of intellectual output of IPMI International Business School such as academic journal, books, theses, Group Field Project, Community Involvement Project, Case Study, conference paper, and other types of research publication. The main objective of this repository is to provide long-term, public, open access and easily retrieve to the digital collection to support teaching-learning process.

"Knowledge without observation is nil"

Easterina, Benedicta Samantha (2024) The impact of e-service quality on e-satisfaction and loyalty in BTN mobile : in the evidence of BTN mobile banking users in JABODETABEK. Graduate thesis, Sekolah Tinggi Manajemen IPMI.

[img] Text
Benedicta Samantha Easterina.pdf
Restricted to Registered users only
Download (2MB)

Abstract

This research study the relationship and the impact of e-service quality on e-satisfaction and loyalty in the BTN mobile banking users. This study uses modified dimensions of the E-SERVQUAL instrument to determine the e-SQ of BTN Mobile banking service in JABODETABEK which are personal needs, site organization, user-friendliness and efficiency. The main objective of this study is to analyze the service quality, customer satisfaction, and the impact on user loyalty within the context of BTN Mobile, using a modified set of e-servqual indicators. 103 respondents were involved in this study and the results showed E-SQ have significant impact to e-satisfaction and loyalty. Data analysis was performed using SEM-PLS. The limitations of this study are that the scope of the population is only in JABODETABEK, and the variables related to e-satisfaction are only emphasized from the perspective of user experience and interface while the research scope on e-satisfaction is very wide. This research finds that personal needs, site organization, user-friendliness and efficiency have significant impact to the e-satisfaction and customer loyalty. The findings of this study show that in internet banking, in addition to the technical and functional aspects of-SQ reflects the importance of contribution to e-satisfaction and e-loyalty.

Item Type: Thesis (Graduate)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Thesis > Master of Business Administration
Depositing User: Dwi Selviyana
Date Deposited: 02 Jul 2024 09:45
Last Modified: 02 Jul 2024 09:45
URI: http://repository.ipmi.ac.id/id/eprint/2519

Actions (login required)

View Item View Item