Ni Made Savitri_abstract_1622012


Ni Made Savitri Anggraeni
Ni Nyoman Kerti Yasa
Jurusan Akuntansi Fakultas Ekonomi Universitas Udayana
Jl.P.Sudirman Denpasar, 80232.

Korespondensi dengan Penulis:
Ni Nyoman Kerti Yasa: Telp. + 62 361 224 133; Fax. +62 361 241 929


Banking industry had developed rapidly. It caused the competition and increasing the number of customers became difficult.  An optimal e-service quality expected to meet the expectations of customers, so the company was able to win the market competition and it would eventually bring the maximum profit. The objective of this research was to know the effect of e-service quality towards customer satisfaction and loyalty in using internet banking of Commonwealth Bank Seminyak Bali Branch. Respondents of this research were customers who used internet banking at least twice a month in the last three years. The number of respondents on this research defined 200 respondents by using sampling technique namely purposive sampling. This research used analysis of Structural Equation. The result of this research showed that the hypothesis put forward entirely acceptable: e-service quality had positive and significant impact on satisfaction, e-service quality had positive and significant impact on loyalty, satisfaction had positive and significant impact on customer loyalty in using internet banking. Managerial implication of this research was that management should evaluate and fix the performance of e-service quality in particularly web design quality and assurance that had been implemented to minimize customer’s complaint and to increase the customers’ satisfaction and loyalty.


Key words: e-service quality, customers’ satisfaction, customers loyalty, internet banking.

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