Analisis Determinan Loyalitas Nasabah pada Layanan E-Banking

Frenky, Frenky (2010) Analisis Determinan Loyalitas Nasabah pada Layanan E-Banking. Undergraduate thesis, Universitas Internasional Batam.

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Abstract

Internet is a major trend that dominates our daily activities in this era and so on in the banking sector whereas banking activities are shifting from offline into online connections. With the existence of technological advance, it makes internet banking as one of latest innovation in banking sector. The purposes of this research is to identify whether there is a influence of web site quality and service quality on trust, overall satisfaction and loyalty, web site quality on service quality, trust and overall satisfaction on loyalty, moderating effect of gender, age, involvement, variety seeking behavior and technophobia on the relationship between overall satisfaction and loyalty. Population of this research is the banks’ customer who has ever used internet banking. Therefore, the sample of this research is the internet banking user in Batam. The method of choosing a sample is snowballing sampling, which is based on purposive sampling with the reference of non probability sampling. The method of data collection is based on survey method, that is by delivering a questionnaire. The result of this research indicates that web site quality and service quality have a influence on overall satisfaction, web site quality influences service quality and trust, service quality do not influences trust, overall satisfaction influences loyalty, web site quality influences loyalty, service quality do not influence loyalty and so on trust also do not influences loyalty. Test of the moderating effects show that gender, age, involvement, variety seeking behavior and technophobia do not moderate the relationship between overall satisfaction and loyalty. Key words: Web site quality, Service quality, Overall satisfaction, Trust, Loyalty, Age, Gender, Involvement, Variety seeking behavior, dan Technophobia

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