Abstract
This research aims to analyze factors affecting e-banking user satisfaction and e-banking user loyalty during Covid-19 pandemic with e-banking service quality that consists of reliability, privacy and security, design on application or website, and customer service and assistance as the independent variables, while the dependent variables in this study are e-banking user satisfaction and e-banking user loyalty. This research was viewed based on an e-banking user perspective. This research used nonprobability sampling and purposive sampling. This research is a quantitative study using primary data based on a questionnaire distributed online to 110 e-banking users like respondents. The hypothesis testing in this study used the SPSS analysis tool through the IBM SPSS Statistics Version 22 application. The result illustrates that e-banking service quality, reliability, and design on application and website influence both e-banking user satisfaction and e-banking user loyalty. Meanwhile, privacy and security only influence e-banking user loyalty, not on e-banking user satisfaction. Furthermore, customer service and assistance have no effect on both e-banking user satisfaction and e-banking user loyalty during the Covid-19 pandemic.
Highlights
The spread of the Corona Virus Disease-2019 (COVID-19) has a major impact on various aspects of life
Customer service and assistance have no effect on both e-banking user satisfaction and ebanking user loyalty during the Covid-19 pandemic
This study shows that privacy and security have a significant effect on e-banking user loyalty during the COVID-19 pandemic, these results are in line with previous research
Summary
The spread of the Corona Virus Disease-2019 (COVID-19) has a major impact on various aspects of life. COVID-19 spreads globally which infects many people and causes health problems and death (Nurhayati et al, 2021). The symptoms of people with COVID19, in general, are fever and dry cough. COVID-19 is a disease that has a high rate of transmission. Transmission of COVID-19 can occur if there is contact with other people who are infected with this virus. Press Secretary for handling COVID-19 on the website of the Indonesian Health Ministry if a person carrying COVID-19 does not wear a mask and is in close contact with a person who does not use a mask and is vulnerable, the possibility of transmission reaches 100%, if the sick persons wear a mask, while the group vulnerable to not wearing masks, the potential for transmission reaches 70%, sick people wear masks, while healthy people don't wear masks, the transmission rate is 5%, and if both wear masks, the potential for transmission is 1.5%. Based on COVID-19 National Economic Management and Recovery Committee, until February 12, 2021, there were 1,201,859 positive cases, 32,936 deaths cases, and 1,004,117 recovered cases of COVID-19 in Indonesia
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