Electronic Theses and Dissertation

Penelitian ini bertujuan untuk mengetahui peran kepuasan dalam memediasi pengaruh e-service quality terhadap e-loyalty nasabah Bank Syariah Indonesia (BSI) di Kota Banda Aceh. Data dikumpulan melalui kuesioner. Sampel penelitian merupakan nasabah BSI Kota Banda Aceh yang berjumlah 100 orang. Metode analisis yang digunakan adalah analisis Structural Equation Modelling (SEM). Hasil penelitian ini menemukan bahwa e-service quality berpengaruh terhadap kepuasan dan e-loyalty. Kepuasan ditemukan memiliki pengaruh terhadap e-loyalty. Hasil penelitian juga menunjukkan bahwa kepuasan juga memediasi secara parsial pengaruh e-service quality terhadap e-loyalty nasabah BSI Kota Banda Aceh. Oleh karena itu, dalam rangka meningkatkan e-loyalty nasabah, manajemen BSI harus fokus pada peningkatan kepuasan dengan memperkuat e-service quality.

This study aims to empirically determine the mediating effect of satisfaction on the relationship between e-service quality and e-loyalty of Bank Syariah Indonesia’s (BSI) customers in Banda Aceh city, Indonesia. To gather the data, this study distributed questionaires to 100 BSI’s customers using purposive sampling technique. To analyze the data, Structural Equation Modelling (SEM) were used. The results of this study showed that e-service quality has a positive and significant effect on satisfaction and e-loyalty. Satisfaction was also found to positively and significantly effected e-loyalty. Finally, this study found that satisfaction partially mediated the effect of e-service quality on the e-loyalty of BSI’s customers. In order to improve e-loyalty, BSI’s management should focus more on increasing customer satisfaction by improving e-service quality.