Over the course of the past year, the electronic banking sector in Indonesia has encountered significant expansion. However, a paradox arises: despite numerous grievances over the quality of e-services, it does not impair electronic trust or satisfaction. The research. examines how various factors impact certain elements of Electronic-service Quality and E-Trust on E-Customer Loyalty, either directly or indirectly through E-Customer Satisfaction variable, specifically focused on the Bank Jago application. A purposive sample method was used to pick a total of 230 respondents who use the Bank Jago app in Greater Jakarta (Jabodetabek). Survey participants evaluated their views using a five-point scale across a total of 44 items. Analysis of data was conducted using PLS-SEM methods with SmartPLS ver 4. The outcomes of this study imply that E-Customer Satisfaction is not considerably affected by Site Organization, Reliability, Efficiency, and User Friendliness. However, Personal Needs, Responsiveness, and E-Trust have a major impact. The correlation on E-Trust and E-Customer Satisfaction and E-Customer Loyalty is favorable. This paper proposes methodology to augment loyalty within the expanding digital banking sector. This study's generalizability is limited to the digital banking industry, particularly focusing on Bank Jago. Furthermore, other significant determinants of E-Customer Loyalty, which were not explored in this study, warrant further examination. Subsequent research study suggested to test the Research approach within various industries or companies to expand the generalizability of the findings. Additionally, incorporating additional factors as independent variables impacting E-Customer Satisfaction would enhance understanding and broaden the model's applicability. Lastly, the study predominantly involved respondents from the private sector, suggesting future research should include a more diverse range of occupational backgrounds, such as students, government employees, or professionals, to provide a more comprehensive perspective on customer satisfaction.
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