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Dampak Kualitas Layanan Islamic E-banking dan M-banking Terhadap Loyalitas di Masa Pandemi: Studi Kasus Bank Syariah di Indonesia
Indonesia's very high internet penetration rate with 196 million internet connections in 2019 shows the huge growth potential of online banking in Indonesia. The Covid-19 pandemic, which has harmed humans from various aspects of life, on the other hand has become a "catalyst" for digital developments, especially in the banking context which has rarely been looked at before. Islamic banks need to take this momentum to increase their market share through increasing online services quality. So that the evaluation in improving the quality of online services owned by Islamic banks, especially e-banking and m-banking, needs to be underlined. The EBSQ model, which has only been prominent for the last decade, is used in this study to determine the effect of e-banking service quality dimensions on customer loyalty and to determine the mediating role of e-banking satisfaction. Respondents are 317 Islamic bank customers in Indonesia who use e-banking and/or m-banking services. The results of the research using the PLS-SEM analysis method show that the dimensions of extended-EBSQ that have a direct significant effect on customer loyalty are only relative advantage and sharia literacy variables. In addition, the design and customer service and support variables were found to have a full mediating effect, then the relative advantage variable was found to have a partial mediating effect (complementary), while the reliability, privacy and security, and religiosity variables did not have a significant indirect effect on customer loyalty. However, in the moderated-EBSQ model, no significant effect was found between the three moderating variables, namely sharia literacy, relative advantage, and religiosity. Therefore, it is necessary to pay more attention to these dimensions in order to improve the quality of online services for Islamic banks in Indonesia to expand market share..Ada Tabel
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| 13421 | PSB lt.2 - Karya Akhir | 1 |
| Penerbit | Depok Program Studi Ilmu Ekonomi Islam Fakultas Ekonomi dan Bisnis UI., 2022 |
|---|---|
| Edisi | - |
| Subjek | Islamic bank E Covid 19 Banking Loyalty |
| ISBN/ISSN | - |
| Klasifikasi | - |
| Deskripsi Fisik | xi, 101 p. ; diagr. ; 30 cm |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |