FACTORS AFFECTING INTERNET BANKING USERS’ LOYALTY IN PT BANK CENTRAL ASIA JABABEKA (A case study about BCA customers from PU students)

Abstract

he study is carried out to analyze of service quality, Perceived value and trust towards Internet banking Customer loyalty to PT Bank BCA. The researcher uses three independent variables (service quality, Perceived value and trust) and one dependent variable (Customer loyalty) for this research. The researcher uses quantitative research to process the research, collect data by questionnaire. The respondents of questionnaire are from Internet Banking users of PT Bank BCA in Jababeka .The research uses multiple regression and hypothesis (F-test and T-test) to analyze independent variables service quality, Perceived value and trust) influence towards dependent variable (Customer loyalty) and analysis the result through SPSS 16.After research and analysis, the researcher finds only service quality and Perceived value have significant influence toward Internet Banking users‘loyalty.