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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 · 199 co-authorship links · showing the 40 most connected

Hover or tap a name to highlight its co-authors. Double-click to open the author's page.

  • Universitas Halu Oleo
  • Affiliation unknown
  • Different organisations
  • Same organisation
  • Affiliation unknown
  • Thicker line = more joint articles · bigger circle = more articles
Show as table
Co-authorOrganisationJoint articles
Endro SukotjoUniversitas Halu Oleo8
Sinarwaty SinarwatyUniversitas Halu Oleo6
Hastuti HastutiUniversitas Halu Oleo4
Hartini HartiniUniversitas Halu Oleo4
Sudirman ZaidUniversitas Halu Oleo3
Buyung SaritaUniversitas Halu Oleo3
Samdin SamdinUniversitas Halu Oleo3
Isalman IsalmanUniversitas Halu Oleo3
Alida PalilatiUniversitas Halu Oleo3
La Ode Bahana AdamUniversitas Halu Oleo3
Muh. TaufikUniversitas Halu Oleo2
Rahmat MadjidUniversitas Halu Oleo2
Muhamad MasriUniversitas Halu Oleo2
Fabian FaqihUniversitas Halu Oleo2
Patwayati PatwayatiUniversitas Halu Oleo2
Yusuf YusufUniversitas Halu Oleo2
Nurul IttaqullahUniversitas Halu Oleo2
Ansir AnsirUniversitas Halu Oleo2
Asrip PuteraUniversitas Halu Oleo2
Nurwati NurwatiUniversitas Halu Oleo2
Riski Amalia MadiUniversitas Halu Oleo2
Wahyuniati HamidUniversitas Halu Oleo2
Yusuf MontunduUniversitas Halu Oleo2
La Ode Asfahyadin AliddinUniversitas Halu Oleo2
Murdjani KamaluddinUniversitas Halu Oleo2
La HataniUniversitas Halu Oleo2
Arham ArhamUniversitas Halu Oleo1
Cahya Dwi SaputraUniversitas Halu Oleo1
Agustinus TangalayukUniversitas Halu Oleo1
Titin JuniartinAffiliation unknown1
Feliks Anggia BK PanjaitanAffiliation unknown1
Fiqih Saputra TambokoUniversitas Halu Oleo1
Eko Putra SugialeUniversitas Halu Oleo1
Laode Asfahyadin AliddinUniversitas Halu Oleo1
Jihan NoviantiUniversitas Halu Oleo1

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 Oct 2026, last seen 8 Nov 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>
	<dc:publisher xml:lang="en-US">Jurusan  Manajemen, Fakultas Ekonomi dan Bisnis, Universitas Halu Oleo</dc:publisher>
	<dc:contributor xml:lang="en-US"></dc:contributor>
	<dc:date>2021-07-22</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
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	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
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	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://ojs.uho.ac.id/index.php/manajemen/article/view/23324</dc:identifier>
	<dc:identifier>10.55598/jmk.v13i2.23324</dc:identifier>
	<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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