The Infuence of E-Service and The Received Risks, to E- Relationship Quality, E-Purchase Intention, and E-Loyalty of Bank Jatim Customer

Abstract

This study took Bank Jatim in Indonesia as the study object which emphasize on the internet banking by analyzing the online marketing variables such as online service quality, accepted risk, quality of online relationship, intention of online purchase, customer’s e-loyalty. This study uses Partial Square Least (PLS) with explanatory research type. The data used was the primary data obtained through survey technique with questionnaire. The population is the registered customer of the assistant branch and the main branch of Bank Jatim Surabaya which is focused on the customer with internet banking. There were 361 customers taken as sample through proportional random sampling. Based on the analysis, this study concluded that online service had significant positive effect on quality of e-relationship, intention of e-purchase, customer’s e-loyalty, and received risk had significant effect on quality of e-relationship, e-purchase intention, and customer’s e-loyalty. The novelty of this study contributes to the development of internet marketing knowledge by proving that eservice quality has a significant positive influence on customer e-loyalty, and the received risks has a significant negative influence on the customer's e-loyalty. The other study findings proved that online transaction intention has a significant effect on customer e-loyalty.