The Influence of E-service Quality and E-trust on BRI Mobile User Loyalty with Perceived Usefulness as a Mediator

Abstract

Technological advances make it easier to carry out various activities. In the banking business, there is Mobile Banking innovation as a means of online banking services anywhere and anytime, such as BRI Mobile. However, in practice, the use of BRIMO has not yet been implemented by all BRI bank customers. This can be caused by several factors. The research aims to analyze the influence of E-Service Quality and E-Trust on Loyalty through Perceived Usefulness. The type of research is causal quantitative. The research population is Bank BRI Bandar Lampung customers. Determining the sample using purposive sampling with the criteria a) Savings customers who are registered and using the BRIMO application, b) Savings customers, especially Britama and Simpedes account holders who transact using the BRIMO application, and c) Customers coming from 14 BRI Branch Offices under the supervision of the BRI Regional Office Bandar Lampung so that the sample size was 100. Data collection used a questionnaire with SEM PLS as a data analysis technique. Research proves that E-Service Quality and E-Trust have a significant effect on Perceived Usefulness and Loyalty. Perceived Usefulness has a significant effect on Loyalty. Perceived Usefulness is able to mediate the relationship between E-Service Quality and E-Trust on loyalty