THE EFFECT OF E-SERVICE QUALITY TOWARD E-CUSTOMER SATISFACTION AND E-CUSTOMER LOYALTY ON MANDIRI MOBILE BANKING

Utomo, Kunto Prasetiyo (2019) THE EFFECT OF E-SERVICE QUALITY TOWARD E-CUSTOMER SATISFACTION AND E-CUSTOMER LOYALTY ON MANDIRI MOBILE BANKING. S1 thesis, UNIVERSITAS ATMA JAYA YOGYAKARTA.

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Abstract

Mobile banking is one of a lots instruments that bank use to make the transaction more effective and efficient, to check whether the mobile banking system is credible or not is using e-service quality theory to measure it. The main purpose of this research is to analyze whether e-service quality affect e-customer satisfaction and e-customer loyalty, also analyze whether e-customer satisfaction can be a mediator for e-service quality and e-customer satisfaction or not. This research is using online questionnaire that is distributed to 175 respondents. This research is using multiple regression as the analysis tool. The result shows that e-service quality positively affect e-customer satisfaction and ecustomer loyalty, also, e-customer satisfaction succeed to be a mediator for e-service quality and e-customer loyalty. It is better for future research to add more analysis tool to measure the effect of e-service quality to the e-customer satisfaction and e-customer loyalty. The result of this research can help Bank Mandiri improve the Mandiri Online as the mobile banking application to gain the customer satisfaction and customer loyalty while using the application to done their transaction through their mobile phone.

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