Pengaruh Kualitas Pelayanan Online dan Resiko yang Diterima, Kualitas Hubungan Online, Minat Pembelian Online dan E-Loyalitas Nasabah Bank Pembangunan Daerah Jawa Timur, Tbk.

Azizah, Nur (2020) Pengaruh Kualitas Pelayanan Online dan Resiko yang Diterima, Kualitas Hubungan Online, Minat Pembelian Online dan E-Loyalitas Nasabah Bank Pembangunan Daerah Jawa Timur, Tbk. Doctoral thesis, Universitas 17 Agustus 1945 Surabaya.

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Abstract

This study took Bank Pembangunan Daerah Jawa Timur, Tbk in Indonesia as he study object which emphasize on the internet banking by analyzing the online marketing variables such as online service quality, accepted risk, online relationship quality, online purchase intention, customer e-loyalty. This study uses Partial Square Least (PLS) with explanatory research type. The data used was the primary data obtained through survey technique with questionnaire. The population is the registered customer of the assistant branch and the main branch of Bank Pembangunan Daerah Jawa Timur, Tbk Surabaya which is focused on the customer with internet banking. There were 361 customers taken as sample through proportional random sampling. Based on the analysis, this study concluded that online service has a significant positive influence on Online relationship quality, online purchase intention, customer e-loyalty, and accepted risk has a significant influence on online relationship quality, online purchase intention, and customer e-loyalty. The novelty of this study contributes to the development of internet marketing knowledge by proving that Online Service Quality has a significant positive influence on Customer E-Loyalty, and the Accepted Risk has a significant negative influence on the Customer E-Loyalty. The other study findings proved that Online Transaction Intention has a significant effect on Customer E-Loyalty. Keywords: Bank Pembangunan Daerah Jawa Timur, Tbk, Online Service Quality, Customer Relation, Customer Purchase Intention, E-Loyalty, Accepted Risk

Item Type: Thesis (Doctoral)
Uncontrolled Keywords: Bank Pembangunan Daerah Jawa Timur, Tbk, Online Service Quality, Customer Relation, Customer Purchase Intention, E-Loyalty, Accepted Risk
Subjects: A General Works > AI Indexes (General)
H Social Sciences > H Social Sciences (General)
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions: Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi
Depositing User: 1271700024 Nur Azizah
Date Deposited: 20 Sep 2022 07:50
Last Modified: 21 Sep 2022 03:38
URI: http://repository.untag-sby.ac.id/id/eprint/20090

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