PENGARUH E-BANKING, KUALITAS PELAYANAN, KUALITAS KOMUNIKASI, TERHADAP KEPERCAYAAN MELALUI LOYALITAS NASABAH PADA PT BCA KCP PANTAI INDAH KAPUK JAKARTA BARAT

Abstract

The purpose of this study is to fing out how much influence e-banking, the quality of service,
the quality of communication, trust, of customer loyalty at PT. Bank Central Asia Subbranch Office
Pantai Indah Kapuk Jakarta. The type of this research is survey. This research data was collected
from 125 customers of PT. Bank Central Asia Subbranch Office Pantai Indah Kapuk Jakarta question
were given by using quetionnaires which consist of closed question. Respondent's answers to closed
question about the variables studied in this study then in the analysis of Structural Equation
Modelling using AMOS 6.00 program. From the results of research shows that the e-banking variable
(X ) has no significant effect on trust (Z). Variable of service quality (X ) have significant effect on 1 2
trust (Z). The communication quality variable (X ) has no significant effect on trust (Z). The e- 3
banking variable (X ) has no significant effect on customer loyality (Y). The communication quality 1
variable (X ) has no significant effect on customer loyality (Y). The e-banking variable (X ) has no 3 1
significant effect on service quality (X ). The service quality variable (X ) have significant effect on 2 2
communication quality (X )