Email this article 
E-banking Service Quality dan E-trust serta Implikasinya pada E-customer Satisfaction dan E-customer Loyalty
Abstract
This study aims to make a significant contribution to the banking marketing literature and to explain how the dimensions of e-service quality and e-trust are used as predictors of e-satisfaction and consequently increase e-loyalty. The population in this study consisted of banking customers, both Islamic banking and conventional banking in Malang City. The sample is part of the number and characteristics of the population. The sampling technique in this research is purposive sampling. The results of the study show that the services provided by banking in Malang City in the form of online transactions are able to have a good impact on the satisfaction felt by customers, so that because customers are satisfied they will always use these services, especially at this time which is very much needed considering the restrictions on community activities due to there is a COVID-19 pandemic. Customer confidence in online media provided by banks in Malang City has a positive influence on the satisfaction felt by customers, which in the end customers will feel loyal and return to using these services during this covid-19 pandemic.
Keywords
Full Text:
PDFReferences
Book:
Hair, J.F., Black, W.C., Babin, B.J. and Anderson, R.E. (2010) Multivariate Data Analysis. 7th Edition, Pearson, New York.
Jounals:
Al-dweeri, R. M., Obeidat, Z. M., Al-dwiry, M. A., Alshurideh, M. T., & Alhorani, A. M. (2017). The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust. International Journal of Marketing Studies, 9(2), 92. https://doi.org/10.5539/ijms.v9n2p92
Alessandro Rovetta, A. S. B. (2020). COVID-19-Related Web Search Behaviors and Infodemic Attitudes in Italy: Infodemiological Study. JMIR, 6(2). https://doi.org/10.2196/19374.
Amin, M., Isa, Z., & Fontaine, R. (2013). Islamic banks: Contrasting the drivers of customer satisfaction on image, trust, and loyalty of Muslim and non-Muslim customers in Malaysia. International Journal of Bank Marketing, 31(2), 79–97. https://doi.org/10.1108/02652321311298627
Anderson, R. E., & Srinivasan, S. S. (2003). E-Satisfaction and E-Loyalty: A Contingency Framework. Psychology and Marketing, 20(2), 123–138. https://doi.org/10.1002/mar.10063
Baldwin, R., & Mauro, B. W. di. (2020). Economics in the Time of COVID-19. Centre for Economic Policy Research 33 Great Sutton Street London, EC1V 0DX UK.
Bressolles, G., Durrieu, F., & Senecal, S. (2014). A consumer typology based on e-service quality and e-satisfaction. Journal of Retailing and Consumer Services, 21(6), 889–896. https://doi.org/10.1016/j.jretconser.2014.07.004
Brun, I., Rajaobelina, L., & Line, R. (2014). Online relationship quality: Scale development and initial testing. International Journal of Bank Marketing, 32(1), 5–27. https://doi.org/10.1108/IJBM-02-2013-0022
Budiman, A., Yulianto, E., & Saifi, M. (2020). Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E- Loyalty Nasabah Pengguna Mandiri Online. Profit, 14(01), 1–11. https://doi.org/10.21776/ub.profit.2020.014.01.1
Connolly, R., & Bannister, F. (2007). Consumer trust in Internet shopping in Ireland: Towards the development of a more effective trust measurement instrument. Journal of Information Technology, 22(2), 102–118. https://doi.org/10.1057/palgrave.jit.2000071
Fang, Y. H., Chiu, C. M., & Wang, E. T. G. (2011). Understanding customers’ satisfaction and repurchase intentions: An integration of IS success model, trust, and justice. Internet Research, 21(4), 479–503. https://doi.org/10.1108/10662241111158335
Giao, H. N. K., Vuong, B. N., & Quan, T. N. (2020). The influence of website quality on consumer’s e-loyalty through the mediating role of e-trust and e-satisfaction: An evidence from online shopping in Vietnam. Uncertain Supply Chain Management, 8(2), 351–370. https://doi.org/10.5267/j.uscm.2019.11.004
Hall, M. C., Prayag, G., Fieger, P., & Dyason, D. (2021). Beyond panic buying: consumption displacement and COVID-19. Journal of Service Management, 32(1), 113–128. https://doi.org/10.1108/JOSM-05-2020-0151
Herington, C., & Weaven, S. (2009). E-retailing by banks: E-service quality and its importance to customer satisfaction. European Journal of Marketing, 43(9), 1220–1231. https://doi.org/10.1108/03090560910976456
Ladhari, Riadh. (2010). Developing e-service quality scales: A literature review. Journal of Retailing and Consumer Services, 17(6), 464-477.
Lu, L. C., Chang, H. H., & Yu, S. T. (2013). Online shoppers’ perceptions of e-retailers’ ethics, cultural orientation, and loyalty: An exploratory study in Taiwan. Internet Research, 23(1), 47–68. https://doi.org/10.1108/10662241311295773
Mahadin, B., Akroush, M. N., & Bata, H. (2020). The effects of tourism websites’ attributes on e-satisfaction and e-loyalty: A case of American travellers’ to Jordan. International Journal of Web Based Communities, 16(1), 4–33. https://doi.org/10.1504/IJWBC.2020.105124
Malik, S. A., Akhtar, F., Raziq, M. M., & Ahmad, M. (2020). Measuring service quality perceptions of customers in the hotel industry of Pakistan. Total Quality Management and Business Excellence, 31(3–4), 263–278. https://doi.org/10.1080/14783363.2018.1426451
Mamun, M. A., & Ullah, I. (2020). COVID-19 suicides in Pakistan, dying off not COVID-19 fear but poverty? – The forthcoming economic challenges for a developing country. Brain, Behavior, and Immunity, 87(May), 163–166. https://doi.org/10.1016/j.bbi.2020.05.028
Mansoor, M., Awan, T. M., & Alobidyeen, B. (2020). Structure and Measurement of Customer Experience Management. International Journal of Business and Administrative Studies, 6(4). https://doi.org/10.20469/ijbas.6.10001-4
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
QIRICI, E., THEODHORI, O., & ELMAZI, L. (2014). E- Marketing and Ict- Supported Tourist Destination Management. Implications for Tourism Industry in Global Recession. International Journal of Management Cases, 13(3), 152–158. https://doi.org/10.5848/apbj.2011.00048
Ribbink, D., Riel, A. C. R. Van, Liljander, V., & Streukens, S. (2004). PDF hosted at the Radboud Repository of the Radboud University Nijmegen Managing Service Quality : An International Journal. Managing Service Quality: An International Journal, 14(6), 446–456.
Rod, M., Ashill, N. J., Shao, J., & Carruthers, J. (2009). An examination of the relationship between service quality dimensions, overall internet banking service quality and customer satisfaction: A New Zealand study. Marketing Intelligence and Planning, 27(1), 103–126. https://doi.org/10.1108/02634500910928344
Sativa, A., Astuti, R. T., & Manajemen, J. (2016). Analisis Pengaruh E-Trust dan E-Service Quality terhadap E-Loyalty dengan E-Satisfaction sebagai Variabel Intervening (Studi pada Pengguna E-Commerce C2C Tokopedia). Diponegoro Journal of Management, 5(3), 1–10.
schoorman, F D ., Mayer, R. C., Davis, J. . (2007). AN INTEGRATIVE MODEL OF ORGANIZATIONAL TRUST: PAST, PRESENT, AND FUTURE. Academy of Management Review 2007, Vol. 32, No. 2, 344–354. Copyright, 32(2), 344–354.
Seetharaman, P. (2020). Business models shifts: Impact of Covid-19. International Journal of Information Management, 54(June), 1–4. https://doi.org/10.1016/j.ijinfomgt.2020.102173
Selvi, D. V. D., Veilatchi, K., Versteeg, G., Bouwman, H., Mansoor, M., Awan, T. M., Alobidyeen, B., Seetharaman, P., QIRICI, E., THEODHORI, O., ELMAZI, L., Mamun, M. A., Ullah, I., Hall, M. C., Prayag, G., Fieger, P., Dyason, D., Rod, M., Ashill, N. J., … Ahmad, M. (2020). Measuring service quality perceptions of customers in the hotel industry of Pakistan. BSSS Journal of Commerce, 32(1), 113–128. https://doi.org/10.1108/IJBM-02-2013-0022
Ul Haq, I., & Awan, T. M. (2020). Impact of e-banking service quality on e-loyalty in pandemic times through interplay of e-satisfaction. Vilakshan - XIMB Journal of Management, 17(1/2), 39–55. https://doi.org/10.1108/xjm-07-2020-0039
Versteeg, G., & Bouwman, H. (2006). Business architecture: A new paradigm to relate business strategy to ICT. Information Systems Frontiers, 8(2), 91–102. https://doi.org/10.1007/s10796-006-7973-z
Xu, Y. (2016). Book Reviews : Book Reviews. In Expertise, communication, and organizing (Vol. 67, Issue 1, pp. E10–E12). https://doi.org/https://doi.org/10.1111/jcom.12275
Ye, B. H., Fu, H., & Law, R. (2016). Use of impact-range performance and asymmetry analyses to improve OTA website quality. Journal of Hospitality and Tourism Management, 26, 9–17. https://doi.org/10.1016/j.jhtm.2015.09.001
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911
DOI: https://doi.org/10.18860/iq.v18i2.13857
Editorial Office:
Management Department,
Faculty of Economics,
State Islamic University of Maulana Malik Ibrahim
Gajayana Str. No. 50 Phone. 082334248882
E-mail: iqtishoduna@uin-malang.ac.id
E-ISSN 2614-3437
P-ISSN 1829-524X
IQTISHODUNA under CC BY SA 4.0 Internasional.
Indexed by:
Member of:
