Mega Della Prisanti


Penelitian ini bertujuan untuk menjelaskan pengaruh eService Quality terhadap eCustomer Satisfaction, eTrust terhadap eCustomer Satisfaction, eService Quality terhadap eCustomer Loyalty, eTrust terhadap eCustomer Loyalty, dan eCustomer Satisfaction terhadap eCustomer Loyalty. Jumlah sampel dalam penelitian ini sebanyak 98 nasabah di BRI KCP Lawang yang pernah menikmati atau menggunakan layanan eBanking BRI baik Internet Banking maupun Mobile Banking BRI. Metode analisis data yang digunakan yaitu Generalized Structured Component Analysis (GSCA). Hasil penelitian menunjukkan bahwa eService Quality eBanking BRI berpengaruh secara signifikan pada eCustomer Satisfaction. Terdapat pengaruh signifikan antara eTrust dan eCustomer Satisfaction. eService Quality secara langsung berpengaruh tidak signifikan terhadap eCustomer Loyalty nasabah pengguna eBanking BRI di BRI KCP Lawang. eTrust berpengaruh signifikan terhadap eCustomer Loyalty. Terdapat pengaruh langsung antara eCustomer Satisfaction terhadap eCustomer Loyalty.

Full Text:



Agrawal, Vivek, Vikas Tripathi, dan Nitin Seth. 2014. Scale Development for Measuring E-Service Quality in Banking. International Journal of Social, Behavioral, Educational, Economic and Management Engineering, Vol:8, No:12.

Anderson, Rolph E. dan Srini S. Srinivasan. 2003. E-Satisfaction and E-Loyalty: A Contingency Framework, Psychology & Marketing, Vol. 20(2): 123-138.

F.F. Reichheld, R.G. Markey, and C. Hopton. 2000. E-customer loyalty-Applying the traditional rules of business for online success. European Business Journal, 12(4), p173-179.

Gefen, D. 2000. E-commerce: the role of familiarity and trust. Omega, 28(6), 725–737.

Gefen, D., Karahanna, E., & Straub, D. W. 2003. Inexperience and experience with online stores: the importance of TAM and trust. IEEE Transactions on Engineering Management, 50(3), 307–321.

Hussain, Saba M. 2014. Measuring Quality of Electronic Service (E-Service) In Banking. Int. Journal of Engineering Research and Applications, ISSN : 2248-9622, Vol. 4, Issue 3( Version 1), March 2014, pp.350-359.

Jarvenpaa, S., Tractinsky, N., Saarinen, L., & Vitale, M. (1999). Consumer trust in an Internet store: a cross-cultural validation. Journal of Computer-Mediated Communication, 5(2), 59–88.

Liao, Z., & Cheung, M. T. 2001. Internet-based e-shopping and consumer attitudes: an empirical study. Information and Management, 38(5), 299–306.

Lustsik, O. 2004. Can E-Banking Services Be Profitable? Journal Tartu University Press.

Parasuraman, A., Valerie A. Zeithmal., and A. Malhotra. 2005. E-S-Qual: A Multiple Item Scale for Assesing Electronic Service Quality, Journal of Service Research, Vol. 7, No. X, February 2005, pp. 1-21.

Payne, Adrian. 2000. The Essence of Service Marketing, Alih Bahasa Fandy Tjiptono, Yogakarta: Penerbit Andi.

Ribbink, D., Riel, A.C.R., Liljander, V. and Streukens, S. (2004), Comfort your online customer: quality, trust, and loyalty on the internet, Managing Service Quality, Vol. 14 No. 6, pp. 446-56.

Sohn, C., and D. Lee. 2004. Trust and switching cost as a way to build e-loyalty in internet markets. International Journal of Internet and Enterprise Management, 2(3), p209- 220.

Swaid, S. I. and R. T. Wigand. 2009. Measuring The Quality of E-Service: Scale Development and Initial Validation, Journal of Electronic Commerce Research, Vol 10, No 1, page 13-28.

Tamimi, N. and Sebastianelli, R. 2007. Understanding eTrust, Journal of Information Privacy and Security, Vol.3, Issue 2, pp. 3-17.

Zavareh, Farnaz Beheshti, Mohd Shoki Md Ariff, Ahmad Jusoh, Norhayati Zakuan, Ahamad Zaidi Bahari, and Mohsen Ashourian. 2012. E-Service Quality Dimensions and Their Effects on E-Customer Satisfaction in Internet Banking Services. The 2012 International Conference on Asia Pacific Business Innovation and Technology Management, Procedia-Social and Behavioral Sciences 40, 441-445.

Zeithaml, V.A. and M.J. Bitner. 1996. Services Marketing: Integrating Customer Focus Across the Firm. New York: McGraw Hill.

Zeithaml, V.A., A. Parasuraman, and Arvind Malhotra. 2000. eService Quality: Definition, Dimensions, and Conceptual Model. Working Paper. Marketing Science Institute, Cambridge, MA., diakses pada 7 Januari 2016., diakses pada 7 Januari 2016


  • There are currently no refbacks.