The effect of E-Service Quality on E-loyalty is mediated by E-Trust at Bank Syariah Indonesia

Astuti, An Ras Try (2023) The effect of E-Service Quality on E-loyalty is mediated by E-Trust at Bank Syariah Indonesia. YMER, 22 (3). pp. 1279-1294. ISSN 0044-0477

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Abstract

This study aims to examine the effect of e-service quality on E-loyalty through E-trust as an intervening variable at Bank Syariah Indonesia Kc Parepare. This type of research is classified as quantitative with an associative approach. The sample of this study is 100 customers of Bank Syariah Indonesia. Furthermore, the data collection methods used were observation, questionnaires, and reference tracing. Then, data processing and analysis techniques were carried out using descriptive analysis, SEM with Partial Least Square (PLS) using the SMART PLS 3.0 application. The results of this study indicate that E-Service Quality has a significant effect on E-Trust of Bank Syariah Indonesia customers. This shows that reliability, responsiveness, security, information quality, ease of use and site design create Customer Trust in Bank Syariah Indonesia customers. EService Quality has a significant effect on E-Loyalty. This shows that reliability, responsiveness, security, information quality Ease of use and site design create E-Loyalty for Bank Syariah Indonesia customers. E-Service Quality has a significant effect on ELoyalty through Customer Trust in Islamic Banks. This shows that E-Service Quality has an effect on customer satisfaction because of customer trust in the Bank's digital services. Syariah Indonesia so that customers are willing to recommend BSI digital services to others, use BSI digital services, transact and visit digital services even though they are not bound by the buying process until it happens in the future. E-Trust has a significant effect on E-Loyalty at Indonesian Sharia Banks. This shows that integrity, kindness, competence affect customer loyalty. Research Implications, good E-Service Quality can increase E-Loyalty. Sharia banks provide Sharia-based services that can be felt as beneficial, such as information features on Islamic news about Islamic finance and good E-Trust which can affect E-Loyalty. Customers will make repeated purchases and recommend to others, if Sharia values are felt to benefit from the services provided while accessing Bank Syariah Indonesia's digital services.

Item Type:	Journal Article
Uncontrolled Keywords:	E-Service Quality, E-Trust, E- Loyalty and Bank Syariah
Depositing User:	Subhan Saleh
Date Deposited:	09 Apr 2023 07:49
Last Modified:	09 Apr 2023 07:49
URI:	https://repository.iainpare.ac.id/id/eprint/5176

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