FAKTOR-FAKTOR YANG BERPENGARUH TERHADAP TRUST DAN PENGARUH TRUST TERHADAP LOYALTY PENGGUNA INTERNET BANKING

Abstract

The purpose of this study is to determine the effect of shared values, communication, control opportunistic behavior, and self-efficacy to trust and the effect of trust on loyalty in internet banking users in Palembang. The benefit of this research is to provide a realistic understanding of the impact of several factors on trust in internet banking users and the impact of trust on user loyalty. The population in this study is all bank customers and bank's internet banking users (Bank Mandiri, Bank BNI, Bank BRI, Bank Sumsel Babel, Bank BCA, Bank Mega, Bank Permata, Bank CIMB Niaga, Bank BII, and Bank Bukopin). Sampling technique is purposive sampling. The results of the testing that has been done against all hypotheses lead to the conclusion that all factors significantly affect trusts and trusts are also influential significant to the users of internet banking loyalty in Palembang.