PROFIT : Jurnal Administrasi Bisnis
Vol. 14 No. 1 (2020): PROFIT : Jurnal Administrasi Bisnis

PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION DAN E- LOYALTY NASABAH PENGGUNA MANDIRI ONLINE

Arief Budiman (Brawijaya University)
Edy Yulianto (Brawijaya University)
Muhammad Saifi (Unknown)

Article Info

Publish Date
06 Jan 2020

Abstract

This research aims to investigated the effect of e-service quality as independent variabel on e-customer satisfaction and e-customer loyalty as dependent variabel. This research is a quantitative approach with type of explanatory research. The data used are primary data obtained by distributing questionnaires directly to user mandiri online in six cities, namely Jember, Situbondo, Probolinggo, Bondowoso, Lumajang, Banyuwangi,. Purposive sampling are used as sampling method in this study.115 respondent are collected. Data analysis use Structural Equation Model (SEM ). The conclusion show that online service quality have positive effect and significant on e-satisfaction and e-loyalty mandiri online user’s. 

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Journal Info
PROFIT : Jurnal Administrasi Bisnis
Website

Abbrev

profit

Publisher

Universitas Brawijaya

Subject

Economics, Econometrics & Finance

Description

corporate governance, entrepreneurship, organization and human resource management, marketing management, financial management, operation management, strategic management, information system management, tourism and ...