|Title: THE EFFECT OF E-SERVICE QUALITY ON E-LOYALTY MEDIATED BY CUSTOMER TRUST IN E-BANKING USERS IN BANDA ACEH|
This research was conducted to determine the effect of e-service quality on e-loyalty, e-service quality on customer trust, customer trust on e-loyalty, and to determine the role of customer trust in mediating the effect of e-service quality on e-loyalty. Sampling uses the no probability sampling method by convenience sampling. The research method used is a quantitative method by distributing 100 questionnaires in electronic and hard copy form to Bank Rakyat Indonesia (BRI) customers who use e-banking in Banda Aceh. The data analysis technique used is SEM using SmartPLS 3.0. From the results of this research, it was found that e-service quality significantly affected e-loyalty, e-service quality significantly affected customer trust, customer trust significantly affected e-loyalty, and custom trust indirectly mediated the effect of e-service quality on e-loyalty partially.
|Keywords: E-loyalty, e-service quality, customer trust, e-banking..|