Authors
Ditiya Himawati, Tiara Aulia Meikawati
Source / Journal
Inkubis Jurnal Ekonomi dan Bisnis
Background: The growing prominence of branchless digital banking in Indonesia has intensified competition to retain users, making the drivers of e-customer loyalty a strategic concern for providers such as blu by BCA Digital. Objective: This study examines how e-service quality, e-trust, and e-customer relationship management (e-CRM) influence e-customer loyalty, and tests whether e-customer satisfaction mediates these relationships among Generation Z users of blu by BCA Digital. Methods: A quan...
Background: The growing prominence of branchless digital banking in Indonesia has intensified competition to retain users, making the drivers of e-customer loyalty a strategic concern for providers such as blu by BCA Digital. Objective: This study examines how e-service quality, e-trust, and e-customer relationship management (e-CRM) influence e-customer loyalty, and tests whether e-customer satisfaction mediates these relationships among Generation Z users of blu by BCA Digital. Methods: A quan...