Does e-banking moderate customer value relations with corporate reputation: The case of BNI bank in Kediri city, Indonesia

Abstract

Banking activities that utilize internet media to support banking services and at the same time carry out online transactions using communication media have proven to be profitable and make it easier for customers to make transactions. The purpose of this study is to analyze whether e-banking moderates the relationship between customer value and corporate reputation and examine the effect of service quality, product quality, and brand equity on customer value. The analysis uses a structural equation model of 280 respondents chosen using a targeted sampling method, based on a population of BNI (Bank Negara Indonesia) banking clients in the town of Kediri. The results show that e-banking is a moderating factor and makes a positive contribution to the relationship between client value and the company's reputation. Thus, the usage of the online banking network will increase the reputation of the company. The research also proves that service quality and brand equity make a positive contribution to customer value. When the customer's value acts as a power of attorney and makes a positive contribution to the company's reputation.