Pengaruh E-Service Quality Dan Perceived Value Terhadap E-Customer Loyalty Melalui E-Customer Satisfaction Pada Pengguna BNI Mobile Banking

Abstract

This study aims to find out how the effect of e-service quality and perceived value on e-customer loyalty through e-customer satisfaction to BNI Mobile Banking users in Denpasar City. The research method used is descriptive using quantitative methods involving 100 respondents using BNI Mobile Banking in Denpasar City. The sampling technique used is non-probability sampling with purposive sampling type. In this study, the respondent's data was processed using the PLS-SEM analysis technique assisted by the SmartPLS 3.0 application. Based on the results of simultaneous and partial hypothesis testing, e-service quality and perceived value have a significant effect on e-customer satisfaction. E-service quality and e-customer satisfaction have a significant effect on e-customer loyalty, while perceived value has no effect on e-customer loyalty. e-service quality and perceived value have a direct effect on e-customer satisfaction, and indirectly on e-customer loyalty.