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

Transactions required. Julius (2011) states that electronic banking (e-banking) is a banking service that combines information systems and technology. E-banking includes ATM, phone banking, mobile banking, SMS banking and internet banking. On the other hand, based on data from the Financial Services Authority (OJK), transactions carried out through electronic banking each year have experienced a significant growth in several banks, this is evidenced by data from 13 large banks in Indonesia that have a frequency of transactions via e-banking in 2012. as much as 3.79 billion and with a nominal value of Rp.4,441 trillion, then in 2013 there were as many as 4.73 billion with a nominal value of Rp. 5,495 trillion, while in 2014 each increased to 5.69 billion with a nominal value of Rp. 6,447 trillion. This growth has the potential to increase in line with the trend of bank services towards digital banking. 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. The structural equation results show that the effect of trust on loyalty is negative. While the results of the hypothesis test prove that the effect of trust on loyalty has a loading factor value of -0.22 and a t-value of -0.77 which states that the value is greater than 1.96, which states that the value is less than 1.96, so the hypothesis is rejected. This proves that the effect of trust on loyalty is negative and insignificant. So the hypothesis which states that trust has a significant effect on loyalty to internet banking users of PT. Bank Central Asia, Tbk in Surabaya, was rejected. The results this not support mediates The results of other studies