Paper Contents
Abstract
Abstract:This study aims to analyze the role of e-service quality in increasing e-loyalty, both directly and through e-trust. This study was conducted on 100 Brimo (Brimob) users in Kendari City. The data analysis used PLS structural equation modeling (SEM). The data analysis results indicate that e-service quality has a direct, positive and significant effect on e-loyalty and e-trust, and e-trust has a direct, positive and significant effect on e-loyalty. This study also found that e-service quality has an indirect, positive and significant effect on e-loyalty through e-trust.Keywords: e-service quality, e-trust, e-loyalty, Brimo, mobile banking
Copyright
Copyright © 2025 Yusuf. This is an open access article distributed under the Creative Commons Attribution License.
