The Effect of E-Service Quality on E-Customer Satisfaction


  • Irsal Fauzi Universitas Ngudi Waluyo


E-Service Quality, E-Customer Satisfaction, Bank


Technological advances facilitate all forms of business activities, including in the banking sector. The role of technology in the banking sector gave birth to digital business terms such as E-Service Quality, E-Customers Loyalty, and E-Customers Satisfaction so that it presents the phenomenon of changes in transaction activities occurring where transactions do not have to be present in one place or transactions in cash. Along with the development of technology, people can now make non-cash transactions. Simply using a mobile device that is connected to the internet, the transaction process can be done quickly, effectively and efficiently. This research was conducted to determine the Effect of E-Service Quality on E-Customer Satisfaction. This research uses quantitative methods with descriptive and causal research types. Sampling was carried out by purposive sampling method with the number of respondents as many as 158 people. Based on the results of the analysis, E-Service Quality has a significant positive effect on E-Customer Satisfaction.


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How to Cite

Irsal Fauzi. (2023). The Effect of E-Service Quality on E-Customer Satisfaction. The Virtual International Conference on Economics, Law and Humanities, 2(1), 106–108. Retrieved from