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 a...
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| Main Authors: | , |
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| Format: | Theses and Dissertations NonPeerReviewed |
| Published: |
[Yogyakarta] : Universitas Gadjah Mada
2013
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| Subjects: | |
| Online Access: | https://repository.ugm.ac.id/121254/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=61330 |
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| Institution: | Universitas Gadjah Mada |
| Summary: | 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. |
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