PERAN KEPUASAN KONSUMEN DAN KEGUNAAN SITUS WEB DALAM MENCIPTAKAN LOYALITAS KONSUMEN DAN WORD-OF-MOUTH POSITIF PADA LAYANAN E-BANKING

Highly developed technology and commerce drives the need of customers to be able to transact anywhere and anytime necessary. To support that, banking services should always actualize their services to provide satisfaction for their customers by improving the electronic banking services, well known as e-banking. The purpose of this study is to investigate the role of customer satisfaction and website usability in creating customer loyalty and positive word-of-mouth on e-banking services. Quantitative methods with survey is used in this study. Purposive sampling with sampling based on a number of predetermined criteria is used for sampling design. The samples used were 49 customers of Bank Mandiri and 71 customers of Bank Central Asia (BCA) who has e-banking account. Methods of data collection using questionnaires distributed connected and data are analysed using linear regression. The research proves that customer satisfaction and website usability positively create consumer loyalty. Consumer loyalty positively influences wordof- mouth on e-banking services. There is no evidence that customer satisfaction affects word-of-mouth