influence of e-service quality, e-trust, on e-loyalty QRIS BCA with mediation by e-satisfaction (Study on QRIS BCA users in Jakarta)

Purpose: This study aims to test the effect of E-Service Quality and E-Trust on BCA QRIS E-Loyalty Mediated by E-Satisfaction (Study of BCA QRIS Users in Jakarta). Research methodology: The number of samples in this study was 113, with a sampling technique using purposive sampling. This type of research is classified as quantitative research, which uses primary data. The analysis method used was the Structural Equation Model (SEM) with the SmartPLS 4.0 program. The population in the study was active BCA QRIS users domiciled in Jakarta. The data collection method was through a Google form questionnaire and the measurement scale refers to the 1-5 Likert scale. Results: The results of this study indicate that: (1) E-Service Quality does have a positive but not significant influence on E-Loyalty, (2) E-Trust does not have a positive and significant influence on E-Loyalty, (3) E-Service Quality does have a positive but not significant influence on E-Satisfaction, (4) E-Trust has a positive and significant influence on E-Satisfaction, (5) E-Satisfaction has a positive and significant influence on E-Loyalty, (6) E-Service Quality does not have an influence on E-Loyalty through E-Satisfaction, and (7) E-trust has an influence on E-Loyalty through E-satisfaction.