Quality Analysis of Service, Trust, and Perception of Information Technology on Satisfaction and Loyalty of Internet Banking Customers Using Government Banks in Makassar City


Authors : Novita Rosanti, Syahnur Said, Bahar Sinring, Ramlawati

Volume/Issue : Volume 4 - 2019, Issue 11 - November

Google Scholar : https://goo.gl/DF9R4u

Scribd : https://bit.ly/2q3wWi8

This study aims to analyze the effect of: 1) Service quality on customer satisfaction, 2) Trust in satisfaction, 3) Information Technology perception of satisfaction, 4) Service quality on loyalty, 5) Trust in loyalty, 6) Information Technology perception of loyalty, 7) Service Quality on Loyalty through Satisfaction, 8) Trust in Loyalty through Satisfaction, 9) Information Technology Perception on Loyalty through Satisfaction and 10) Satisfaction on Loyalty of Internet Banking Customers in Government banks in Makassar City. This research was conducted in 3 (three) Government banks with the status of State-Owned Enterprises (BUMN), namely: BRI Bank, Mandiri Bank and BNI Bank. The study uses primary data through questionnaire techniques. Determination of the sample using the Slovin method of 400 respondents. Sample criteria are: 1) Customers who have done banking transactions through internet banking facilities, 2) The status of account ownership is an individual customer, 3) The age of the customer is more than 18 years and 4) The customer is domiciled in Makassar City. The results found that: 1) Service Quality has a positive and significant effect on satisfaction, 2) Trust has a positive and significant effect on satisfaction, 3) Information Technology Perception has a positive and significant effect on satisfaction, 4) Service Quality has a positive and significant effect on customer loyalty, 5) Trust has a positive and significant effect on loyalty, 6) Information Technology perception has a positive and significant effect on satisfaction, 7) Service Quality has a positive and significant effect on Loyalty through Satisfaction, 8) Trust has a positive and not significant effect on Loyalty through Satisfaction, 9) Information Technology Perception has positive and significant effect on Loyalty through Satisfaction and 10) Satisfaction has positive and significant effect on Loyalty of Internet Banking User Customers in Government banks in Makassar city.

Keywords : Service Quality, Trust, Information Technology Perception, Satisfaction, Customer Loyalty, Internet Banking.

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