E-LOYALTY PENGGUNA MOBILE BANKING SYARIAH, DENGAN E-TRUST SEBAGAI VARIABEL INTERVENING: STUDI KASUS PADA GENERASI MILENIAL

Imam Surya Aji Saputra, NIM.: 17108020068 (2021) E-LOYALTY PENGGUNA MOBILE BANKING SYARIAH, DENGAN E-TRUST SEBAGAI VARIABEL INTERVENING: STUDI KASUS PADA GENERASI MILENIAL. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

Technological advances in the digital era have become friends for people in Indonesia. This progress was marked by the development of the internet and mass media. Millennials who dominate internet use in Indonesia and feel the advancement of technology in Indonesia. Not only do the people feel, but industrial groups also feel, especially in the Sharia Banking sector. Sharia banking is a financial institution whose activities are packaged with sharia principles. In the face of this progress, Islamic Banking has made service investments using internet technology, namely Islamic Mobile Banking. Technological progress is an extraordinary thing, but behind it there are threats and challenges for Indonesia, especially the Sharia Banking sector. The purpose of this study is to determine the E-Service Quality of Islamic Mobile Banking and to determine the level of E-Satisfaction of Millennial Generation in using Sharia Mobile Banking whether it can affect the E-Loyalty of the Millennial Generation in using Islamic Mobile Banking mediated by E-Trust amid the threat of technological advances. The population in this study is the Millennial Generation who uses Islamic Mobile Banking. Sampling with purposive sampling technique. The number of respondents was 150. The analysis technique used was SEM-PLS with SmartPLS 3.3.3 software. The results of this study found that there was a direct significant positive effect of E-Service Quality and E-Trust on Millennial Generation E-Loyalty. Only E-Satisfaction cannot have a significant direct effect on E-Loyalty. E-Trust is able to mediate E-Service Quality and E-Satisfaction with Millennial Generation E-Loyalty using Sharia Mobile Banking.

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