Analisis Pengaruh Kualitas Layanan Internet Banking dan Tingkat Kepuasan Terhadap Loyalitas Nasabah Pada PT Bank Rakyat Indonesia (Persero) Tbk Kantor Cabang Pembantu Jamsostek Jakarta

摘要

The Internet is an ideal media to take any banking activities due to it has the potential cost savings. Internet also one of the media used to improve services for the customers in order to reach customer loyalty. The function not only for giving information, but it also can handle banking transactions anytime and anywhere without being limited by time and distance. This study aims to determine how the influence of service quality of internet banking, customer satisfaction, and customer loyalty at Bank Rakyat Indonesia Sub-Branch Jamsostek. Sampling technique used was nonprobability sampling method. There 105 respondents were given questionnaire. The analysis of data is using SEM analysis (Structural Equation Modeling) with AMOS program. The results indicated that the variable of service quality of internet banking has positive and significant influence on customer satisfaction. Customer satisfaction has negative significantly correlated with customer loyalty. This result confirms that the service quality of internet banking has no significant direct influence on customer loyalty but it has a significant influence indirectly through customer satisfaction as mediating (intervening variable). Key Words: Internet Banking, Service Quality, Satisfaction, Loyalty.