INFLUENCE SERVICE QUALITY TO CUSTOMER SATISFACTION AND CUSTOMER LOYALTY USING SELF SERVICE TECHNOLOGY:INTERNET BANKING

., stevano and Andajani, Erna and Rahayu, Siti (2018) INFLUENCE SERVICE QUALITY TO CUSTOMER SATISFACTION AND CUSTOMER LOYALTY USING SELF SERVICE TECHNOLOGY:INTERNET BANKING. In: 5th Joint International Conference on Business, Economics and Social Science (ICBESS) 2018, 8-9 Agustus 2018, Manado. (Submitted)

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Abstract

This research aims to test the impact of service quality on internet banking towards customer satisfaction and customer loyalty. This research use quantitative approach with Structural Equation Model (SEM) method. This research use 162 samples who use internet banking. The result show that among the 6 dimension of internet banking quality 3 dimension have positive significant impact. They are ease of use, fulfillment, and security and privacy. In other side 3 other dimensions are responsiveness, reliability, and convenience have found to be not significant affect the customer satisfaction. In addition customer satisfaction has positive significant toward customer loyalty.

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: service quality, customer loyalty, customer satisfaction, internet banking.
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Business and Economic > Department of Management
Depositing User: Erna Andajani 31137
Date Deposited: 10 Aug 2018 04:50
Last Modified: 10 Aug 2018 04:50
URI: http://repository.ubaya.ac.id/id/eprint/32929

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