Analisis pengaruh perceived values of digital banking applications, e-trust, e-satisfaction terhadap e-loyalty pada aplikasi Bank Jago

Natadirja, Moses (2022) Analisis pengaruh perceived values of digital banking applications, e-trust, e-satisfaction terhadap e-loyalty pada aplikasi Bank Jago. Masters thesis, Universitas Pelita Harapan.

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Abstract

Tujuan penelitian ini adalah untuk menguji apakah perceived values dari sebuah digital banking dapat berpengaruh terhadap E-Trust yang berujung kepada E-Satisfaction dan E-Loyalty. Metode yang digunakan dalam pengambilan data adalah dengan metode penyebaran kuisioner kepada user digital banking Bank Jago dengan Teknik convenience sampling. Olah data dalam penelitian ini menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM) dengan program SmartPLS 3.3.3. Hasil dalam penelitian ini menunjukan bahwa Perceived Value yang terdiri dari Quality Value, Social Value, dan Emotional Value berpengaruh positif terhadap E-Trust, E-Trust berpengaruh positif terhadap E-Satisfaction dan E-Loyalty, dan E-Satisfaction berpengaruh positif terhadap E-Loyalty. Hanya Monetary Value yang merupakan bagian dari Perceived Value tidak berpengaruh positif terhadap E-Trust. Kata Kunci: Perceived Value, E-Trust, E-Satisfaction, E-Loyalty, Bank Jago. / This Study purpose is to know whether Perceived Value from a digital banking applications can impacting E-Trust that leads to E-Satisfaction and E-Loyalty. This research using survey method to collect data with questionnaire method to Bank Jago’s user with convenience sampling technique. In this research, Partial Least Square-Structural Equation Modelling (PLS-SEM) is being used to running the data with SmartPLS 3.3.3 software. The results of this research is Perceived Value from Quality value, Social Value, and Emotional Value are positively impact on E-Trust, E-Trust positively impact on E-Satisfaction and E-Loyalty, and E-Satisfaction positively impact on E-Loyalty. Only Monetary value that is been part of Perceived Value is not positively impact on E-Trust Keyword: Perceived Value, E-Trust, E-Satisfaction, E-Loyalty, Bank Jago

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