The Impact of e-Service Quality on e-Satisfaction and Loyalty in BTN Mobile:

In the Evidence of BTN Mobile Banking Users in JABODETABEK

Authors

  • Benedicta Samantha Easterina IPMI International Business School

DOI:

https://doi.org/10.32924/ijbs.v8i1.325

Keywords:

E-Service Quality, Loyalty, Customer Satisfaction, E-Satisfaction

Abstract

This research study the relationship and the impact of e-Service Quality on e-Satisfaction and loyalty in the BTN Mobile Banking users. This study uses modified dimensions of the E-SERVQUAL instrument to determine the e-SQ of BTN Mobile Banking service in JABODETABEK which are Personal Needs, Site Organization, User-friendliness and Efficiency. 103 respondents were involved in this study and the results showed E-SQ have significant impact to E-Satisfaction and Loyalty. Data analysis was performed using SEM-PLS. The limitations of this study are that the scope of the population is only in the special province of Jakarta, and the variables related to e-satisfaction are only emphasized from the perspective of user experience and interface while the research scope on e-satisfaction is very wide. The findings of this study show that in Internet banking, in addition to the technical and functional aspects of -SQ reflects the importance of contribution to e-satisfaction and e-loyalty.

 

Keywords: E-Service Quality, Loyalty, Customer Satisfaction, E-Satisfaction

Downloads

Submitted

2024-03-06

Published

2024-03-25

How to Cite

Easterina, B. S. (2024). The Impact of e-Service Quality on e-Satisfaction and Loyalty in BTN Mobile:: In the Evidence of BTN Mobile Banking Users in JABODETABEK. International Journal of Business Studies, 8(1), 85–95. https://doi.org/10.32924/ijbs.v8i1.325

Issue

Vol. 8 No. 1 (2024): International Journal of Business Studies

Section

Articles

License

Creative Commons License
International Journal of Business Studies by Sekolah Tinggi Manajemen IPMI is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Authors who publish with this journal agree to the following terms:

1. Copyright Transfer Agreement Form can be downloaded HERE.
2. Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a CC BY-SA Creative Commons Attribution-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
3. Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
4. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.