PENGARUH E-SERVICE QUALITY, E-TRUST TERHADAP E- CUSTOMER LOYALTY PADA PENGGUNA LAYANAN KEUANGAN DIGITAL POSPAY DI PT.POS INDONESIA (PERSERO) KCU MANADO

Abstract

The rapid development of the scientific and technological revolution in the era of the
industrial revolution 4.0 & 5.0 is currently having an impact on all fields, one of which
has an impact on the financial services industry. It makes PT. Pos Indonesia as a public
service facilitator, transformed by launching the digital financial service "Pospay",
namely a SOPP network financial payment facility, namely a digital network with fellow
partners, in collaborating on bill payment services. This type of research is quantitative
research for research methods using descriptive research methods. In collecting data, the
method used is a questionnaire by taking a sample from one population. The population
taken is only limited to users of Pospay digital financial services at PT. Pos Indonesia
(Persero) KCU Manado, the total population is not known with certainty. while the
samples obtained were 42 samples using the Cochran formula using the non-probability
sampling method in the form of purposive sampling. The analysis used is descriptive
statistical analysis, total score, classical assumptions, regression analysis and simple and
multiple correlations. While the results of the research analysis, the simultaneous
correlation coefficient value r = 0.786 indicates that E-Service Quality and E-trust have
a strong and significant relationship to increasing E-Customer Loyalty for pospay users
at PT Pos Indonesia (Persero) KCU Manado. The coefficient of determination r2 = 0.618
indicates that the increase in E-Customer Loyalty for pospay users at PT Pos Indonesia
(Persero) KCU Manado is 61.8% influenced by E-Service Quality and E-trust together
while the remaining 38.2% is influenced by other factors outside of this study. For this
reason, E-Service Quality needs to be improved, of course, supported by a maximum
application performance system, so that transaction activities are more efficient, safe and
comfortable, that way E-Trust will grow and increase E-Customer Loyalty for Pospay
application users so that they can achieve company goals.