E-Commerce and Media Social in Maintaining and Building Customer Loyalty: Case from PT. Boyolali Rural Bank, Indonesia

Abstract

Post-Covid-19, economic activity that has fallen must rise. Activity during the COVID-19 pandemic is dominated by internet-based transactions. E-commerce, Media Social, and Service Quality are influential factors in explaining the banking service business. Our study is based on data obtained from questionnaires filled out by 100 customers. Processing and analyzing data to test the model quantitatively using SEM-PLS analysis. The results of study: 1) goodness of fit model, based on structural model testing, the largest R-Square Loyalty is 0.663, it can be inferred that the endowment of the independent variable and the mediating variable studied contributed to Loyalty of 66.3 percent; 2) the effect of media social on loyalty throughout customer satisfaction is the dominant influence so that it will be very effective in increasing customer loyalty at PT. Boyolali Rural Bank. Loyalty can be increased through products, technology, Communication, and lifestyle.