E-loyalty:A Study on E-loyalty of Conventional Bank Customers in Banda Aceh City, Indonesia

Abstract

The purpose of this research is to analyze e-loyalty of conventional bank customers through a qualitative approach. The research was conducted in the city of Banda Aceh, Aceh Province (Indonesia) by determining a total sample size of 200 samples which were selected through purposive sampling method. A total of 385 respondents were given a set of questionnaires but after a period of 3 months only 156 respondents sent back the questionnaire (response rate was 40.52%). The results of the study found that the average score of e-customer loyalty to conventional banks that have internet banking facilities is high, they feel that internet banking can really fulfill their personal needs, easily and efficiently make transactions anywhere and anytime, and through the use of internet banking they feel more prestigious.

Keywords: e-loyalty, internet banking, conventional bank, personal need, efficiency, prestige

DOI: 10.7176/EJBM/12-36-07

Publication date: December 31^st 2020