Simbolon, Julian Saputra (2024) PENGARUH E-SERVICE QUALITY, TRANSACTION SECURITY, DAN E-TRUST TERHADAP COSTUMER LOYALITY PADA PENGGUNA BCA MOBILE. Other thesis, STIE Bank BPD Jateng.
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Abstract
This research aims to analyze the influence of electronic service quality (E-Service Quality), transaction security (Transaction Security), and electronic trust (E-Trust) on customer loyalty (Customer Loyalty) for BCA Mobile users. This research was conducted using quantitative methods. Data was collected through a questionnaire distributed to 100 respondents who were active BCA Mobile users. The data analysis technique used is Partial Least Square Structural Equation Modeling (PLS-SEM) to test the research hypothesis. The research results show that E-Service Quality and Transaction Security have a positive and significant influence on Customer Loyalty. However, E-Trust does not show a significant effect on Customer Loyalty. These findings indicate that good e-service quality and transaction security can increase customer loyalty, while e-trust, although important, is not strong enough to directly influence loyalty.. Keywords: E-Service Quality, Transaction Security, E-Trust, Customer Loyalty, BCA Mobile.
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan elektronik (E-Service Quality), keamanan transaksi (Transaction Security), dan kepercayaan elektronik (E-Trust) terhadap loyalitas pelanggan (Customer Loyalty) pada pengguna BCA Mobile. Penelitian ini dilakukan dengan metode kuantitatif. Data dikumpulkan melalui kuesioner yang disebarkan kepada 100 responden yang merupakan pengguna aktif BCA Mobile. Teknik analisis data yang digunakan adalah Partial Least Square Structural Equation Modeling (PLS-SEM) untuk menguji hipotesis penelitian. Hasil penelitian menunjukkan bahwa E-Service Quality dan Transaction Security memiliki pengaruh positif dan signifikan terhadap Customer Loyalty. Namun, E-Trust tidak menunjukkan pengaruh signifikan terhadap Customer Loyalty. Temuan ini mengindikasikan bahwa kualitas layanan elektronik dan keamanan transaksi yang baik dapat meningkatkan loyalitas pelanggan, sementara kepercayaan elektronik meskipun penting, tidak cukup kuat untuk mempengaruhi loyalitas secara langsung. |
| Uncontrolled Keywords: | E-Service Quality, Transaction Security, E-Trust, Customer Loyalty, BCA Mobile. |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HF Commerce |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 03 Sep 2024 08:00 |
| Last Modified: | 03 Sep 2024 08:00 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/2066 |
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