Electronic Theses and Dissertation

Abstrak penelitian ini bertujuan untuk mengukur pengaruh ethical behavior terhadap ecustomer loyalty yang dimediasi oleh e-customer satisfaction dan e-customer loyalty pada nasabah bank syariah indonesia di kota banda aceh. sampel yang digunakan pada penelitian ini adalah pelanggan yang berjumlah 182 responden. peralatan pengumpulan data yang digunakan dalam penelitian ini adalah kuesioner. teknik pengambilan sampel yang digunakan adalah non-probability sampling. structural equation modelling dengan menggunakan ibm spss amos digunakan sebagai metode analisis untuk mengetahui pengaruh antar variabel-variabel yang terlibat. ethical behavior tidak berpengaruh terhadap ecustomer loyalty, ethical behavior berpengaruh positif terhadap e-customer satisfaction, ethical behavior berpengaruh positif terhadap e-customer trust, ecustomer satisfaction berpengaruh positif terhadap e-customer loyalty, e-customer trust berpengaruh positif terhadap e-customer loyalty, e-customer satisfaction memediasi secara parsial pengaruh ethical behavior terhadap e-customer loyalty, dan e-customer trust memediasi secara parsial pengaruh ethical behavior terhadap e-customer loyalty. kata kunci: ethical behavior, e-customer satisfaction, e-customer trust, ecustomer loyalty

ABSTRACT This study aims to measure the influence of ethical behavior on e-customer loyalty mediated by e-customer satisfaction and e-customer loyalty on bank syariah indonesia customers in banda aceh city. The sample used in this study were 182 respondents. The data collection tool used in this study was a questionnaire. The sampling technique used was non-probability sampling. Structural Equation Modeling using IBM SPSS AMOS was used as an analysis method to determine the influence between the variables involved. Ethical behavior has no effect on ecustomer loyalty, ethical behavior has a positive effect on e-customer satisfaction, ethical behavior has a positive effect on e-customer trust, e-customer satisfaction has a positive effect on e-customer loyalty, e-customer trust has a positive effect on e-customer loyalty, e-customer satisfaction partially mediates the effect of ethical behavior on e-customer loyalty, and e-customer trust partially mediates the effect of ethical behavior on e-customer loyalty. Keywords: ethical behavior, e-customer satisfaction, e-customer trust, ecustomer loyalty