The effect of e-service quality (e-servqual) dimensions on e-customer loyalty with e-customer satisfaction as mediation on BRI mobile banking applications

Abstract

This research aims to analyze the effect of E-Service Quality dimensions on E-Customer Loyalty with the role of E-Customer Satisfaction as a mediating variable on the BRI Mobile Banking Application in Padang City. 374 respondents were the samples of this study. Data is processing by SmartPLS and collected from online questionnaire. The outcomes of this research demonstrated that (1) Site Organization has no influence significant effect on E-Customer Satisfaction on the BRI Mobile Banking Application. (2) Reliability has a significant and positive effect on E-Customer Satisfaction on the BRI Mobile Banking Application. (3) Responsiveness has a significant and positive effect on E-Customer Satisfaction on the BRI Mobile Banking Application. (4) User Friendliness has a significant positive effect on E-Customer Satisfaction on the BRI Mobile Banking Application. (5) User's Personal Needs have a significant positive effect on E-Customer Satisfaction on the BRI Mobile Banking Application. (6) Efficiency has a significant positive effect on E-Customer Satisfaction on the BRI Mobile Banking Application. (7) E-Customer Satisfaction has a significant positive effect on E-Customer Loyalty on the BRI Mobile Banking Application. (8) Site Organization has no significant effect on E-Customer Loyalty in the BRI Mobile Banking Application with E-Customer Satisfaction as mediation. (9) Reliability has a positive and significant effect on E-Customer Loyalty in the BRI Mobile Banking Application with E-Customer Satisfaction as mediation. (10) Responsiveness has a positive and significant effect on E-Customer Loyalty in the BRI Mobile Banking Application with E-Customer Satisfaction as mediation. (11) User Friendliness has a positive and significant effect on E-Customer Loyalty on the BRI Mobile Banking Application with E-Customer Satisfaction as mediation. (12) Personal Needs have a positive and significant effect on E-Customer Loyalty in the BRI Mobile Banking Application with E-Customer Satisfaction as mediation. (13) Efficiency has a positive significant effect on E-Customer Loyalty in the BRI Mobile Banking Application with E-Customer Satisfaction as mediation.