PENGARUH INTERNET BANKING QUALITY TERHADAP e-CUSTOMER SATISFACTION DAN e-CUSTOMER LOYALTY DI PERBANKAN KOTA BENGKULU

The purposes of this study are to examine the effect of internet banking quality on e-customer satisfaction, internet banking quality on e-customer loyalty and e- customer satisfaction on e-customer loyalty. Respondents of this study were internet banking users in bengkulu city. Respondents of this study were obtained by convenience sampling technique and data of respondents were collected by administred questionnaire. The SmartPLS 3 was used to analyze the data. The results show that (1) Internet banking quality had a positive effect on e-customer satisfaction; (2) Internet banking quality had a positive effect on e-customer loyalty; and (3) e-Customer satisfaction had positive effect on e-customer loyalty. These findings highlight the suggestion for banking to improve internet banking quality in order to enhance the customer satisfaction in using internet banking service and to improve the innovation in order to enhance the value of internet banking benefit