The Effect Of E-Services On Customer Commitments Medied By The Trust Variable

  • I Nyoman Nurcaya Fakultas Ekonomi Universitas UdayanaBali - Indonesia

Abstract

Customer commitment is one measure of the success of a company engaged in finance. Good service quality will increase customer commitment. Customers who have a high commitment will continue to carry out their financial transactions and inform others about the trust they get. This study aims to determine the impact of automated services (e-services) on customer commitment mediated by customer trust. This research was conducted at the Bali Regional Development Bank located in Denpasar – Bali. The sampling technique used is purposive sampling with a total sample of 90 customers. The data analysis technique used is Partial Least Square (PLS).


The results of the analysis show that e-services have a significant positive effect on customer trust and customer loyalty. Customer trust has a significant positive effect on customer loyalty. Customer trust significantly mediates the effect of e-service on customer commitment.


 

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Published
2021-08-08
How to Cite
NURCAYA, I Nyoman. The Effect Of E-Services On Customer Commitments Medied By The Trust Variable. Matrik : Jurnal Manajemen, Strategi Bisnis dan Kewirausahaan, [S.l.], p. 277-288, aug. 2021. ISSN 2302-8890. Available at: <https://ojs.unud.ac.id/index.php/jmbk/article/view/75627>. Date accessed: 28 jan. 2022. doi: https://doi.org/10.24843/MATRIK:JMBK.2021.v15.i02.p10.
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Articles