E-Loyalty Analysis on Digital Banking Application Bank Jago
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Mar 15, 2022
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Abstract
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.
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How to Cite
Natadirja, M., & Pasaribu, L. H. (2022). E-Loyalty Analysis on Digital Banking Application Bank Jago. Enrichment : Journal of Management, 12(2), 1473-1477. https://doi.org/10.35335/enrichment.v12i2.348
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Berraies, S., Yahia, K. B., & Hannachi, M. (2017). Identifying the effects of perceived values of Mobile banking applications on customers: Comparative study between baby boomers, generation X and generation Y. International Journal of Bank Marketing, 1018 - 1038.
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Larsson, A., & Viitaoja, Y. (2017). Building Customer Loyalty in Digital Banking. International Journal of Bank Marketing, 858-877.
Al-Dweeri, R. M., Obeidat, Z. M., Al-dwiry, m. A., & Turki, M. (2017). The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust. International Journal of Marketing Studies, 92-100.
Sekaran, U., & Bougie, R. (2016). Research Method for Business: A Skill-building Approach. Chichester: John Wiley & Sons.
Ghozali, I., & Latan, H. (2015). Partial Least Squares Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS 3.0 Untuk Penelitian Empiris. Universitas Diponegoro.
Hair, J. F., Hult, G. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Los Angeles: SAGE Publications.
Joseph F Hair, J., G. Thomas M. Hult, C. M., & Sarstedt, M. (2016). A Primer On Partial Least Squares Structural Equation Modeling (PLS-SEM). United Kingdom: Sage Publication.
Bulut, Z. A., & Karabulut, A. N. (2018). Examining the Role of Two Aspect of eWOM in online Repurchase Intention: An Integrated Trust-Loyalty Perspective. Journal Consumer Behaviour.
Suariedewi, I. G., & Suprapti, N. W. (2020). Effect of Mobile Service Quality to E-Trust to Develop E-Satisfaction and E-Loyalty Mobile Banking Services. International Research Journal of Management, IT & Sosial Sciences, 185-196.
Husain, S. (2017). The Determinants of Loyalty in Online Commerce - An Exploratory Study in India. The Electornic Journal of Information Systems in Developing Countries, 1-17.
Mosunmola, A., Ornotayo, A., & Mayowa, A. (2018). Assessing the Influence of Consumer Perceived Value, Trust, and Attitude on Purchase Intention of Online. International Conference on E-Education, E-Business, E-Management, and E-Learning.
Kumar, A., & Lim, H. (2008). Age differences in mobile service perceptions: Comparison of Generation Y and baby boomers. Journal of Services Marketing, 568 - 577.
Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2000). Services Marketing: Integrating Customer Focus Accros the Firm. Boston: McGraw Hill.
Pura, M. (2005). Linking perceived value and loyalty in location-based mobile services. Journal of Service Theory and Practice, 509 - 538.
Berraies, S., Yahia, K. B., & Hannachi, M. (2017). Identifying the effects of perceived values of Mobile banking applications on customers: Comparative study between baby boomers, generation X and generation Y. International Journal of Bank Marketing, 1018 - 1038.
Sugiyono. (2019). Metode Penelitian Kuantitatif. Bandung: ALFABETA.
Larsson, A., & Viitaoja, Y. (2017). Building Customer Loyalty in Digital Banking. International Journal of Bank Marketing, 858-877.
Al-Dweeri, R. M., Obeidat, Z. M., Al-dwiry, m. A., & Turki, M. (2017). The Impact of E-Service Quality and E-Loyalty on Online Shopping: Moderating Effect of E-Satisfaction and E-Trust. International Journal of Marketing Studies, 92-100.
Sekaran, U., & Bougie, R. (2016). Research Method for Business: A Skill-building Approach. Chichester: John Wiley & Sons.
Ghozali, I., & Latan, H. (2015). Partial Least Squares Konsep, Teknik dan Aplikasi Menggunakan Program SmartPLS 3.0 Untuk Penelitian Empiris. Universitas Diponegoro.
Hair, J. F., Hult, G. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Los Angeles: SAGE Publications.
Joseph F Hair, J., G. Thomas M. Hult, C. M., & Sarstedt, M. (2016). A Primer On Partial Least Squares Structural Equation Modeling (PLS-SEM). United Kingdom: Sage Publication.
Bulut, Z. A., & Karabulut, A. N. (2018). Examining the Role of Two Aspect of eWOM in online Repurchase Intention: An Integrated Trust-Loyalty Perspective. Journal Consumer Behaviour.
Suariedewi, I. G., & Suprapti, N. W. (2020). Effect of Mobile Service Quality to E-Trust to Develop E-Satisfaction and E-Loyalty Mobile Banking Services. International Research Journal of Management, IT & Sosial Sciences, 185-196.
Husain, S. (2017). The Determinants of Loyalty in Online Commerce - An Exploratory Study in India. The Electornic Journal of Information Systems in Developing Countries, 1-17.
Mosunmola, A., Ornotayo, A., & Mayowa, A. (2018). Assessing the Influence of Consumer Perceived Value, Trust, and Attitude on Purchase Intention of Online. International Conference on E-Education, E-Business, E-Management, and E-Learning.