Citation:

Zahra Noor Arifin Putri, Indira Rachmawati. "The Impact of E-Service Quality on Customer Loyalty with Customer Satisfaction as Moderating Variable in Digi by Bank Bjb" International Research Journal of Economics and Management Studies, Vol. 3, No. 5, pp. 352-358, 2024.

Abstract:

The increasing development of technology encourages the banking sector to transform into Digital Banking. The change in people's behavior patterns has resulted in changes in people's consumption patterns who want something that becomes more practical, easier and faster with the use of the Internet. The aim of this research is to see the influence of EService Quality on Customer Loyalty mediated by Customer Satisfaction on Digi by Bank Bjb. E-Service Quality instruments include Reliability, Responsiveness, Site Organization, User Friendliness, Personal Needs, Efficiency and Trust. This research uses a quantitative method with questionnaires distributed to respondents using purposive sampling with a sample size consisting of 400 customers using Digi by Bank Bjb. The data analysis in this research uses the Partial Least Square (SEMPLS) method. The results of this research show there is a significant and positive relationship between E-Service Quality instruments with customer satisfaction among Digi by Bank Bjb users. Further, the results also show that customer satisfaction has a positive and significant effect on customer loyalty in Digi by Bank Bjb users. In addition, the research results show that customer satisfaction as a mediating variable has a positive and significant influence on the relationship between E-Service Quality and Customer Loyalty.

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Keywords:

E-Service Quality, Customer Satisfaction, Customer Loyalty.