THE INFLUENCE OF E-SERVICE QUALITY AND EMOTIONAL ATTACHMENT TO THE LOYALTY OF THE KLIK BCA USERS IN THE BANK BCA KCU SUBANG

  • Dessy Nurrohmah STIE Sutaatmadja
  • Bismantara Bismantara STIE Sutaatmadja

Abstract

This study aims to analyze the effect of E-Service Quality and Emotional Attachment to Loyalty to Klik BCA Customers. In this study, the authors used descriptive analysis method. With a sample size of 100 respondents, and sampling using a purposive sampling technique. Data obtained in the form of interval scale by using multiple linear regression analyses and tested in the form of validity test, reliability test, normality test, t-test, F test, and coefficient of determination. The result of the research is E-Service Quality consisting of easy to use dimensions, website design, Personalization, Responsiveness, and Assurance have a significant effect on Loyalty. And for Emotional Attachment variable consist of affection, Connection, and Passion dimension have a significant influence on Loyalty. Based on the results of t-test said that E-Service Quality has a positive and significant effect

on Loyalty and Emotional Attachment have a positive and insignificant effect on Loyalty.

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Published
2019-12-09
How to Cite
Nurrohmah, D., & Bismantara, B. (2019). THE INFLUENCE OF E-SERVICE QUALITY AND EMOTIONAL ATTACHMENT TO THE LOYALTY OF THE KLIK BCA USERS IN THE BANK BCA KCU SUBANG. JBFI (Journal of Banking and Financial Innovation), 1(01). Retrieved from http://ojs.stiesa.ac.id/index.php/jbfi/article/view/241
Section
Articles