Authors:

Ade Santoso Chandra, Ketut Rahyuda, Ni Wayan Sri Suprapti

Abstract:

“Electronic banking (e-banking) is now becoming increasingly popular in Indonesia. E-SERVQUAL designed to measure the gap between expectations and perceptions of the electronic services provided. This study aims to investigate empirically the influence of E-SERVQUAL, customer satisfaction, trust and repeat usage of e-banking. Approach the survey method used in this study to examine the dimensions of E-SERVQUAL perceived by 180 respondents. The samples using purposive sampling method. Hypotheses were tested using SEM with the help of computer software AMOS 18. Based on the results of testing the E-SERVQUAL found positive and significant effect on customer satisfaction, E-SERVQUAL positive and significant effect on the trust, E-SERVQUAL positive and significant effect on repeat usage, customer satisfaction positive and significant effect on trust, customer satisfaction positive and significant effect on repeat usage, and trust positive and significant effect on repeat usage.”

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PDF:

https://jurnal.harianregional.com/eeb/full-11777

Published

2015-08-29

How To Cite

CHANDRA, Ade Santoso; RAHYUDA, Ketut; SUPRAPTI, Ni Wayan Sri. PENGARUH E-SERVQUAL TERHADAP CUSTOMER SATISFACTION, TRUST, DAN REPEAT USAGE.E-Jurnal Ekonomi dan Bisnis Universitas Udayana, [S.l.], aug. 2015. ISSN 2337-3067. Available at: https://ojs.unud.ac.id/index.php/EEB/article/view/11777. Date accessed: 28 Aug. 2025.

Citation Format

ABNT, APA, BibTeX, CBE, EndNote - EndNote format (Macintosh & Windows), MLA, ProCite - RIS format (Macintosh & Windows), RefWorks, Reference Manager - RIS format (Windows only), Turabian

Issue

VOLUME 04.NO.06.TAHUN 2015

Section

Articles

Creative Commons License This work is licensed under a Creative Commons Attribution 4.0 International License