@thesis{thesis,
		author={Aziz  Nadia Noor Annisa},
		title ={Pengaruh Dimensi E-Service Quality Terhadap Satisfaction Dan Implikasinya Terhadap Loyalty (Suatu Penelitian Pada Layanan M-Banking Bank OCBC NISP Di Indonesia)},
		year={2018},
		url={http://repository.ibs.ac.id/6376/},
		abstract={With the rapid development and widespread application of modern
information and communication technology, mobile banking become increasingly
important in banking industry and forcing companies to make innovative
strategies. This research discussed about six dimensions in e-service quality that
have effect of satisfaction and the implication of loyalty in mobile banking in OCBC
NISP Bank.
The population of this research are OCBC NISP Bank customers that using
m-banking. 150 customers were taken as samples of this study. Samples were
selected using purposive judgement sampling method. This research used AMOS22
and SPSS to analyze the effect of all variable.
The result of this research is five out of six dimensions of e-service quality
had a positive and significant impact on satisfaction and loyalty of m-banking users
The five positive dimensions are usefulness, efficiency, assurance, reliability and
ease of use. The only ineffective dimension is aesthetic.
Keywords: E-service quality, satisfaction, loyalty, mobile banking}
		}