CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: ROLE OF E-SERVICE QUALITY AND TRUST

Abstract

Banking is a publicly trusted financial institution that plays an important role in the economic system. This research aims to analyze the effect of E-Service Quality and Trust on customer satisfaction and customer loyalty at BCA KCP Juanda Pekanbaru. Research population was active customers at BCA KCP Juanda Pekanbaru. The roscoe formula is the sampling strategy utilized in this research instance, and there are 100 samples total. The analysis technique used Structural Equation Model (SEM) with Partial Least Square (PLS) 4.0. Research result inform that E-Service Quality and Trust have a significant and positive impact on customer satisfaction and loyalty. Lastly, for Customer Satisfaction on customer Loyalty has a positive and significant. E-Service Quality play an important role in efforts to increase customer satisfaction and customer loyalty.