The Impact of E-Service Quality on E-Loyalty Through Customer Satisfaction of Private Bank Mobile Banking Users in Indonesia

Abstract

The banking world uses communication and information technology in data processing systems, where all banking services are done online through applications or what is usually called M-Banking. In Indonesia, private banks have stronger competition compared to other sectors because they are the largest. Due to the high competition in the private banking sector, customer satisfaction and loyalty are of great importance to the quality of mobile banking services provided. As a result, customers pay close attention to the quality of mobile banking services offered by the bank to create loyal customers. This research aims to determine how the e-service quality provided by private bank mobile banking affects e-loyalty through customer satisfaction. Primary data used in this research was obtained by distributing questionnaires to private bank mobile banking users in Jakarta. The sampling method was purposive sampling with 112 respondents. Path analysis, with the aid of the SPSS program, was used for data processing in this research. The findings of this research affirm the results of previous studies, indicating that e-service quality significantly and positively affects e-loyalty through customer satisfaction among mobile banking users of private banks in Indonesia.