PENGARUH E-SERVICE QUALITY, E-TRUST DAN E-SATISFACTION TERHADAP E-CUSTOMER LOYALTY PADA PENGGUNA BRI MOBILE (BRImo)

Widya Indah Maghfiroh; Abdurrahman Faris Indriya Himawan; Sukaris Sukaris; Wenti Krisnawati

Authors

Widya Indah Maghfiroh Universitas Muhammadiyah Gresik
Abdurrahman Faris Indriya Himawan Universitas Muhammadiyah Gresik
Sukaris Universitas Muhammadiyah Gresik
Wenti Krisnawati Universitas Muhammadiyah Gresik

Keywords:

e-service quality, e-satisfaction, e-trust, e-customer loyalty

Abstract

The current development is accompanied by the rapid development of information and communication technology in the world. This is because information technology systems can meet the needs and provide convenience for people in the current era of advanced mobility. This study aims to measure the effect of e-service quality, e-satisfaction and e-trust on e-customer loyalty. This research is a case study with quantitative methods. The data used in this study are data collected through questionnaires and electronic or online media as well as those measured by the Likert scale. The data analysis technique in this study is multiple linear analysis using statistical product and service solutions (SPSS) software 22. Results of the study This shows that e-service quality has a significant effect on e-customer loyalty, e-satisfaction has no significant effect on e-customer loyalty, e-trust has no significant effect on e-customer loyalty. Further research is recommended to examine other variables that may also play a role in influencing e-Customer Loyalty, so that it can be useful for the development of knowledge, especially in the field of services in consumer loyalty in the electronics section

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