Pengaruh E-banking Service Quality (ebsq) melalui Cognitive-Motivation-Relational (cmr) terhadap costumer loyalty pada pengguna internet banking

DETAIL KOLEKSI

Pengaruh E-banking Service Quality (ebsq) melalui Cognitive-Motivation-Relational (cmr) terhadap costumer loyalty pada pengguna internet banking

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Oleh : Zanara Saeyda Zamar

Info Katalog

Nomor Panggil : 022001701172

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2022

Pembimbing 1 : Moch Sabur

Subyek : Customer satisfaction - Marketing;Customer relations

Kata Kunci : e-banking service quality, EBSQ, privacy and security, reliability, costumer service, web design, CM

Status Posting : Published

Status : Lengkap

File Repositori

No.	Nama File	Hal.
1.	2022_TA_SMJ_022001701172_Halaman-Judul.pdf	11
2.	2022_TA_SMJ_022001701172_Lembar-Pengesahan.pdf	5
3.	2022_TA_SMJ_022001701172_Bab-1_Pendahuluan.pdf	10
4.	2022_TA_SMJ_022001701172_Bab-2_Tinjauan-Pustaka.pdf	18
5.	2022_TA_SMJ_022001701172_Bab-3_Metode-Penelitian.pdf	13
6.	2022_TA_SMJ_022001701172_Bab-4_Analisis-dan-pembahasan.pdf	14
7.	2022_TA_SMJ_022001701172_Bab-5_Kesimpulan.pdf	5
8.	2022_TA_SMJ_022001701172_Daftar-Pustaka.pdf	7
9.	2022_TA_SMJ_022001701172_Lampiran.pdf	38

Abstrak
Abstract

P Penelitian ini memiliki tujuan untuk mengetahui pengaruh dari E-Banking Service Quality melalui Cognitive-Motivation-Relational terhadap Customer Loyalty pada pengguna internet banking BCA. Data yang digunakan pada penelitian ini adalah konsumen yang telah menggunakan layanan E-Banking. Penelitian ini dilakukan dengan hypotheses testing dengan menyebarkan kuesioner secara daring. Hasil penelitian ini diperoleh dari 150 responden pengguna E-Banking BCA dengan mayoritas menggunakan layanan selama kurang dari tiga tahun. Teknik sampling pada penelitian ini adalah non-probability sampling dengan menyebarkan kuesioner. Variabel independen pada penelitian ini adalah customer loyalty, sedangkan variable dependen pada penelitian ini adalah E-Banking Service Quality (EBSQ). Selain itu, variabel mediasinya adalah Cognitive-Motivation-Relational. Penelitian ini menggunakan metode Structural Equation Model (SEM) dengan software AMOS. Hasil penelitian ini menunjukan bahwa terdapat pengaruh positif privacy and security terhadap customer loyalty, terdapat pengaruh positif reliability terhadap customer loyalty, terdapat pengaruh positif customer service terhadap customer loyalty, terdapat pengaruh positif web design terhadap customer loyalty, terdapat pengaruh positif privacy and security terhadap CMR, terdapat pengaruh positif reliability terhadap CMR, terdapat pengaruh positif customer service terhadap CMR, terdapat pengaruh positif web design terhadap CMR, terdapat pengaruh positif CMR terhadap customer loyalty.

T This study has the aim to examine the influence of EBSQ through CMR towards customer loyalty of internet banking user. Data that has been used in this study is the customer of BCAâ€™s e-banking. This study uses hypotheses testing as its method, and collecting data by spreading the online-based questionnaire. This study has been successfully to collect 150 responses from BCAâ€™s e-banking user that mostly has uses their services in less than 3 years. Sampling techniques that used in this study is non-probability sampling. Independent variable of this study is customer loyalty, and the dependent variable is EBSQ. This study is also use mediation variable which is CMR. This study uses Structural Equation Model (SEM) as its method, and using AMOS software. The result of this study shows that there is a positive influence of privacy and security towards costumer loyalty. There is a positive influence of reliability towards costumer loyalty. There is a positive influence of costumer service towards costumer loyalty. There is a positive influence of web design towards costumer loyalty. There is a positive influence of privacy and security towards CMR. There is a positive influence of reliability towards CMR. There is a positive influence of costumer service towards CMR. There is a positive influence of web design towards CMR. There is a positive influence of CMR towards costumer loyalty.