Research Paper
Year: 2021 | Month: January | Volume: 8 | Issue: 1 | Pages: 259-268
The Influence of E-Service Quality and Perceived Value on the Positive E-Word of Mouth through Satisfaction of Customers Users of Internet Banking BRI in the City of Medan
Kiki Rizki Ardianty Lubis1, Endang Sulistya Rini2, Beby Karina Fawzeea Sembiring3
1Postgraduate Students Department of Management, Faculty of Economics and Business at University of Sumatera Utara, Indonesia
2,3Postgraduate Lecturer Department of Management, Faculty of Economics and Business at University of Sumatera Utara, Indonesia
Corresponding Author: Kiki Rizki Ardianty Lubis
ABSTRACT
Industry 4.0 information technology, telecommunications and computer is growing rapidly and almost all people already use the internet in their daily life. Similarly with PT. Bank Rakyat Indonesia (BRI),has a technology that uses the internet in the transaction, namely internet banking with token serves as an authentication transaction to secure the transaction, plated. Transactions using internet banking BRI experienced growth every year, signifies the more often a customer uses internet banking BRI. However, the use of and transactions of internet banking increases, accompanied by an increase in positive electronic word of mouth (e-WOM) Even the numbers of complaints each year increased, from 13% in the year 2017, then an increase of 16% in 2018 and 17% in 2019. This Data is not support with the user of internet banking continues to mags. This study uses a Quantitative approach with associative design. Method of analysis the study used Partial Least Square – Structural Equation Modeling (PLS-SEM) by using the application SmartPLS (v 2.3.8). The results of research in the outer model shows the not found trimming, where all variables are constructs have the validity and reliability are worth it. While the inner model found that customer satisfaction affect positively to the e-WOM with the value of the t test of 3,154; Perceive value affect positively towards customer satisfaction with value of t test equal 5,711; Perceive value affect positively to the e-WOM with the t test value amounted to 3,256; e-SerQual affect positively towards customer satisfaction with value of t test equal 2,784; e-SerQual affect positively to the e-WOM with the value of the t test of 4,975. As for the indirect influence of variable e-SerQual with customer satisfaction as a variable between the positively influential to e-WOM with the t test value amounted to 2,046 and Perceived value with customer satisfaction as a variable between the positively influential to e-WOM. Where the value t count above > than t table value.
Keywords: Human Resources, E-SerQual, Perceived Value, Customer Satisfaction.
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