The Effect of E-service Quality on Loyalty through Trust and Satisfaction for Internet Banking Customers at PT Bank Central Asia, Tbk in Surabaya, Indonesia

Abstract

The banking industry sector continues to play a role in economic activity and is required to always have the best innovation, and play an important role in economic development efforts. With the ease of transactions and supported by technology advances, internet banking services are the right solution to support today's transactional business activities. The purpose of this research is to study and analyze the effect of e-services quality on loyalty through trust and satisfaction for internet banking users of PT. Bank Central Asia, Tbk in Surabaya.

The data collection tool used in this study is a survey method by distributing questionnaires to customers of PT Bank Central Asia, Tbk using internet banking services. This study used a research sample of 150 respondents who were classified based on predetermined variables. The data analysis technique used is SEM and uses LISREL as a data processing tool.

The results of this study indicate that e-service quality has a significant effect on trust and satisfaction. Besides, the satisfaction has a positive effect on loyalty to customers of internet banking users of PT. Bank Central Asia, Tbk in Surabaya.