Impact of BCA E-Banking Service Quality on Customer E-Satisfaction and E- Loyalty

Abstract

The development of banking services through electronic media was increasingly widespread along with the rapid growth of information technology. Technological developments through digital transformation in the banking system require banking services in Indonesia to switch to e-banking services. E-banking is a form of service innovation by utilizing technological developments. E-banking services that are currently developing rapidly are mobile banking and internet banking. The increase in mobile banking and internet banking transactions in Indonesia has increased by more than 300% from 2016 to August 2021. One of the banking companies that has the largest number of e-banking users in Indonesia is BCA. With the rapid development of e-banking services, it is necessary to evaluate the quality of e-banking services including reliability, privacy and security, website design and customer service and support. Therefore, this study aims to determine impact of the quality of BCA e-banking services on customer satisfaction (e-satisfaction) and loyalty (e-loyalty). The sample used in this study was 230 data taken by purposive sampling. The data obtained were analyzed using structural equation model analysis (SEM) with the help of the AMOS 24 application. The results showed that there was a significant impact between reliability, website design and customer service and support on e-satisfaction. Meanwhile privacy and security have a significant impact on e-loyalty. In addition, this study also found that there was a significant impact of e-satisfaction on e-loyalty.