Untitled

Abstract

Laku Pandai is a financial service intended for the public without having to come to the bank office in a cheap, easy, safe and efficient way. Laku Pandai agent Loyalty is a major concern in the development of inclusive finance. In lieu of the branch office of the bank concerned, the existence of the Laku Pandai Agent is a party that directly serves the community / customers. It can be said that the agent is an intermediary between the customer and the bank who organizing Laku Pandai. In case of problems in financial transactions, agents are also directly faced with customers. Thus, it is important for the organizers of smart banks to foster a sense of loyalty of agents to the bank organizers so smart that financial transactions people served by agents can run smoothly and continue to increase.The objective of this study is to review the influence of E-Service Quality, E-Trust, E-Customer Satisfaction on E-Customer Loyalty in terms of Bank BRI services that is BRILink service. This study uses survey design with proportional random sampling technique that conducted on BRILink agents under the authority of the Bank BRI Malang Kawi Branch Office with respondents as many as 112 agents from 14 offices throughout Malang. The results of this study indicate that E-