The Effect of E-service Quality and Convenience of Online Services on E-customer Loyalty through E-customer Satisfaction on Livin By Mandiri Users

Abstract

This study aims to see how E-Service Quality and Convenience of Online Services are provided to its customers. In addition, there are Dependent Variables, namely E-Customer Satisfaction and E-Loyalty Customer, to examine the level of user satisfaction and loyalty to the Livin by Mandiri M-Banking Application. Involving 170 respondents filling out questionnaires through Google Forms and distributing them to users or customers located in Jabodetabek as samples. The research design used is a quantitative Study with Cross-Sectional Approach. This study was conducted on Livin by Mandiri users in Jakarta, Bogor, Depok, Tangerang, and Bekasi (Jabodetabek). The study used a cross-sectional approach with an exploratory research type. Sample: 170 respondents (74.2% male, 25.8% female; 17 years, 8.2 %, 25 – 35 years, 31.9%, 35 – 45 years, 46.2 %, 55 years, 13.7%). Data analysis using SEM approach with Smart PLS 4.0 software. The results showed E-service quality was found not to have a positive influence on e-customer satisfaction, the convenience of online services was found to have a positive and significant influence on user satisfaction or e-customer satisfaction, e-service quality was found not to have a positive influence on e-customer loyalty, the convenience of online services and e-customer satisfaction was found to have a positive and significant influence on e-customer loyalty. E-customer satisfaction was found to have no mediating role in the relationship between e-service quality and e-customer loyalty, and e-customer satisfaction was found to have a mediating role in the relationship between Online Service Convenience and customer e-loyalty. Conclusion in the Research can test this future research model on other Mobile Banking services by analyzing banks focusing on digital services. Additional variables must be carried out to be applied to other studies by utilizing more exploratory and diverse variables in future research. Future research can expand related or similar research variables to examine the broader demographics of respondents. And can focus its research on the quality and convenience of services in the digital era and banking services.