MEMBANGUN POSITIVE E-WOM MELALUI E-SERVQUAL DIMEDIASI E- CUSTOMER SATISFACTION (STUDI KASUS PADA PENGGUNA M-BANKING BANK SYARIAH DI YOGYAKARTA)

Sri Wulandari, NIM.: 16820136 (2023) MEMBANGUN POSITIVE E-WOM MELALUI E-SERVQUAL DIMEDIASI E- CUSTOMER SATISFACTION (STUDI KASUS PADA PENGGUNA M-BANKING BANK SYARIAH DI YOGYAKARTA). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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	Text (MEMBANGUN POSITIVE E-WOM MELALUI E-SERVQUAL DIMEDIASI E- CUSTOMER SATISFACTION (STUDI KASUS PADA PENGGUNA M-BANKING BANK SYARIAH DI YOGYAKARTA)) 16820136_BAB-II_sampai_SEBELUM-BAB-TERAKHIR.pdf - Published Version Restricted to Registered users only Download (4MB) | Request a copy

Abstract

This study aims to determine the effect of E-SevQual on Positive E-WOM in mediating E-Customer Satisfaction case studies on m-banking users of Islamic banks in Yogyakarta. The sample in this study amounted to 100 people. The sampling technique is a simple random sample. This research is a descriptive research with a quantitative approach. The results showed that the results of the E-Servqual test had a positive and significant effect on positive E-WOM, E-Servqual had a positive and significant effect on E-Customer Satisfaction, E-Customer Satisfaction had a positive and significant effect on positive E-WOM and E-Servqual had an effect positive and significant impact on positive E-WOM mediated by E-Customer Satisfaction in Islamic bank m-banking users in Yogyakarta.

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