PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION SERTA IMPLIKASINYA TERHADAP E-LOYALTY (STUDI PADA NASABAH BANK NEGARA INDONESIA (BNI) PENGGUNA MOBILE BANKING)

Andayani, Triya; Rommy, Nursaban; Nur, Nofal; Awasinombu, Aidin Hudani; Juharsah, Juharsah

doi:10.55598/jmk.v13i2.23324

Open access Jurnal

PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION SERTA IMPLIKASINYA TERHADAP E-LOYALTY (STUDI PADA NASABAH BANK NEGARA INDONESIA (BNI) PENGGUNA MOBILE BANKING)

Jurnal Manajemen dan Kewirausahaan · Vol. 13 No. 2 (2021) · pp. 164–183

DOI: 10.55598/jmk.v13i2.23324
ISSN: 2685-5151, 2085-0085
Published: 2021-07-22
Publisher: Jurusan Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Halu Oleo
Language: eng
License: creativecommons.org/licenses/by-sa/4.0

Abstract

The aims of the research are: (1). To determine the effect of e-service quality on e-satisfaction. (2). To determine the effect of e-satisfaction on e-loyalty. (3). To determine the effect of e-service quality on e-loyalty. (4). To determine the effect of e-service quality and e-satisfaction on e-loyalty. (5). To determine the effect of e-service quality on e-loyalty through e-satisfaction. The population in this study is BNI Bank customers who use Mobile banking, while the number is unknown. The sample in this study were 104 respondents using purposive sampling method. The data collection method used in this study was an online questionnaire. The method of analysis using AMOS and SPSS. The results of the study are: (1). E-service quality has a positive and significant effect on e-loyalty. (2). E-satisfaction has a positive but not significant effect on e-loyalty. (3). E-service quality has a positive and significant effect on e-loyalty. (4). E-service quality and e-satisfaction have a positive and significant effect on e-loyalty. (5). E-service quality has a positive but not significant effect on e-loyalty through e-satisfaction.

Keywords

Collaboration network of the authors

40 authors · 292 co-authorship links · 1 across different organisations · showing the 40 most connected

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Universitas Muhammadiyah Kendari
Universitas Halu Oleo
Affiliation unknown

Different organisations
Same organisation
Affiliation unknown
Thicker line = more joint articles · bigger circle = more articles

Show as table

Co-author	Organisation	Joint articles
Endro Sukotjo	Affiliation unknown	9
Hartini Hartini	Affiliation unknown	8
Hastuti Hastuti	Affiliation unknown	6
Sinarwaty Sinarwaty	Affiliation unknown	6
Patwayati Patwayati	Affiliation unknown	5
Alida Palilati	Affiliation unknown	4
Samdin Samdin	Affiliation unknown	4
Rahmat Madjid	Affiliation unknown	3
Asrip Putera	Affiliation unknown	3
Nurwati Nurwati	Affiliation unknown	3
Yusuf Yusuf	Universitas Muhammadiyah Kendari	3
Wahyuniati Hamid	Affiliation unknown	3
Sudirman Zaid	Affiliation unknown	3
Buyung Sarita	Affiliation unknown	3
La Hatani	Affiliation unknown	3
Isalman Isalman	Affiliation unknown	3
Riski Amalia Madi	Affiliation unknown	3
La Ode Bahana Adam	Affiliation unknown	3
Yusuf Montundu	Affiliation unknown	3
Muh. Taufik	Affiliation unknown	2
Muhamad Masri	Affiliation unknown	2
Nasrul Nasrul	Universitas Halu Oleo	2
Fabian Faqih	Affiliation unknown	2
Nurul Ittaqullah	Affiliation unknown	2
Ansir Ansir	Affiliation unknown	2
Hayat Yusuf	Affiliation unknown	2
Hasanuddin Bua	Affiliation unknown	2
Dedy Takdir Syaifuddin	Affiliation unknown	2
MUHAMMAD TAUFIK	Affiliation unknown	2
Murdjani Kamaluddin	Affiliation unknown	2
Nursaban Rommy Suleman	Affiliation unknown	2
La Ode Asfahyadin Aliddin	Affiliation unknown	2
Arham Arham	Affiliation unknown	1
Agustinus Tangalayuk	Affiliation unknown	1
Cahya Dwi Saputra	Affiliation unknown	1

Affiliations come from OpenAlex; journal OAI-PMH metadata carries none. Authors without an OpenAlex ID are matched by name, which can merge or split people.

Metadata source: OAI-PMH (metadata jurnal) https://ojs.uho.ac.id/index.php/manajemen/oai, first harvested 30 Okt 2026, last seen 30 Okt 2026.

Original metadata (oai_dc)

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	<dc:title xml:lang="en-US">PENGARUH E-SERVICE QUALITY TERHADAP E-SATISFACTION SERTA IMPLIKASINYA TERHADAP E-LOYALTY (STUDI PADA NASABAH BANK NEGARA INDONESIA (BNI) PENGGUNA MOBILE BANKING)</dc:title>
	<dc:creator>Andayani, Triya</dc:creator>
	<dc:creator>Rommy, Nursaban</dc:creator>
	<dc:creator>Nur, Nofal</dc:creator>
	<dc:creator>Awasinombu, Aidin Hudani</dc:creator>
	<dc:creator>Juharsah, Juharsah</dc:creator>
	<dc:subject xml:lang="en-US"></dc:subject>
	<dc:subject xml:lang="en-US">E-Service Quality, E-Satisfaction, E-Loyalty</dc:subject>
	<dc:subject xml:lang="en-US"></dc:subject>
	<dc:description xml:lang="en-US">The aims of the research are: (1). To determine the effect of e-service quality on e-satisfaction. (2). To determine the effect of e-satisfaction on e-loyalty. (3). To determine the effect of e-service quality on e-loyalty. (4). To determine the effect of e-service quality and e-satisfaction on e-loyalty. (5). To determine the effect of e-service quality on e-loyalty through e-satisfaction.  The population in this study is BNI Bank customers who use Mobile banking, while the number is unknown. The sample in this study were 104 respondents using purposive sampling method. The data collection method used in this study was an online questionnaire. The method of analysis using AMOS and SPSS.  The results of the study are: (1). E-service quality has a positive and significant effect on e-loyalty. (2). E-satisfaction has a positive but not significant effect on e-loyalty. (3). E-service quality has a positive and significant effect on e-loyalty. (4). E-service quality and e-satisfaction have a positive and significant effect on e-loyalty. (5). E-service quality has a positive but not significant effect on e-loyalty through e-satisfaction.</dc:description>
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	<dc:date>2021-07-22</dc:date>
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	<dc:identifier>https://ojs.uho.ac.id/index.php/manajemen/article/view/23324</dc:identifier>
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	<dc:source xml:lang="en-US">Jurnal Manajemen dan Kewirausahaan; Vol 13, No 2 (2021): Edisi Juli; 164-183</dc:source>
	<dc:source>2685-5151</dc:source>
	<dc:source>2085-0085</dc:source>
	<dc:source>10.55598/jmk.v13i2</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://ojs.uho.ac.id/index.php/manajemen/article/view/23324/pdf</dc:relation>
	<dc:rights xml:lang="en-US">Copyright (c) 2022 Jurnal Manajemen dan Kewirausahaan</dc:rights>
	<dc:rights xml:lang="en-US">http://creativecommons.org/licenses/by-sa/4.0</dc:rights>
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