The Role of e-Trust and e-Service Quality on e-Loyalty of e-banking Consumers in Tangerang

Abstract

The purpose of this study is to analyze the relationship of e-Trust to e-Loyalty, the relationship of e-Service Quality to e-Loyalty and the relationship of e-trust to e-Service Quality. The research method used in this research is quantitative research and explanatory survey. The data used in this study is primary data obtained by distributing online questionnaires to 566 bank customers who use the e-Banking application. The number of respondents was 566 respondents who were selected by simple random sampling of e-Banking application users in Tangerang. To analyze the data from the measurement results of the independent and dependent variables through an online questionnaire. The statistical data processing tool used in this research is SmartPLS 3.0. Based on data analysis, it can be concluded that e-Trust has a positive and significant effect on e-Loyalty, e-Service Quality has a positive and significant effect on e-Loyalty, e-Trust has a positive and significant effect on e-Service Quality.

Increasing E-Loyalty of E-Commerce Users Through E-Satisfaction and e-Trust

“…This shows that to increase electronic customer loyalty, especially in increasing the aspect of purchase intention, is to increase electronic customer trust, especially in the aspect of providing security. The results of this test are in line with some of the results of previous studies which state that e-trust has a direct, positive and significant effect on e-loyalty (Cahyanti et al, 2022); e-service quality, e-satisfaction, etrust and e-commitment play a key role in building online customer e-loyalty (Romadhoni et al, 2015); the trust variable can mediate between the service quality variable and the purchase outcome (Setyowati & Suryoko, 2020); e-trust has a positive and significant influence on e-loyalty (Widodo et al, 2022). .…”

“…Electronic service quality or e-service quality has been shown to have a direct and significant effect on electronic consumer loyalty (e-loyalty) (Puspita, Sudarmiatin, & Dhewi, 2022). Electronic trust or so-called e-trust has a positive and significant effect on electronic loyalty, electronic service quality has a positive and significant effect on electronic loyalty (Widodo, Putra, Sukriyah, Nadeak, & Novitasari, 2022). Satisfaction mediates the relationship between e-services quality and behavior and attitude loyalty (Al-dweeri, Obeidat, Al-dwiry, Alshurideh, & Alhorani, 2017).…”