Impact of BCA E-Banking Service Quality on Customer E-Satisfaction and E-Loyalty

The development of banking services through electronic media was increasingly widespread along with the rapid growth of information technology. Technological developments through digital transformation in the banking system require banking services in Indonesia to switch to e-banking services. E-banking is a form of service innovation by utilizing technological developments. E-banking services that are currently developing rapidly are mobile banking and internet banking. The increase in mobile banking and internet banking transactions in Indonesia has increased by more than 300% from 2016 to August 2021. One of the banking companies that has the largest number of e-banking users in Indonesia is BCA. With the rapid development of e-banking services, it is necessary to evaluate the quality of e-banking services including reliability, privacy and security, website design and customer service and support. Therefore, this study aims to determine impact of the quality of BCA e-banking services on customer satisfaction (e-satisfaction) and loyalty (e-loyalty). The sample used in this study was 230 data taken by purposive sampling. The data obtained were analyzed using structural equation model analysis (SEM) with the help of the AMOS 24 application. The results showed that there was a significant impact between reliability, website design and customer service and support on e-satisfaction. Meanwhile privacy and security have a significant impact on e-loyalty. In addition, this study also found that there was a significant impact of e-satisfaction on e-loyalty.


Introduction
Banking has a major role to increase economic growth and equitable development towards improving people's living standards (Sabir, M. S., Iqbal, J. J., Rehman, K., Shah, K. A. Yameen, 2012). By adapting to technological developments through digital transformation in the banking system, banking services in Indonesia are required to switch to electronic banking services or digital banking. Table 1.1 data shows that BCA is ahead of its three competing banks. Both in terms of mobile banking services, internet banking, and call centers are quite outstanding among its competitors. The second place for the mobile banking and internet banking category is occupied by BRI followed by MANDIRI and BNI. For the call center category, BNI is superior between BRI and MANDIRI. Based on this data, BCA managed to excel far from its main competitors in Indonesia in these three service categories.
Both in terms of users and the number of transactions, these four banks recorded a considerable increase. Among the four, BCA has a significant advantage in the number of transactions and users compared to its competitors. BCA is also the Top Brand in the e-channel category in 2021. On these grounds, researchers are interested in choosing BCA as the object of this study because the impact of changes in the current situation (Covid-19 pandemic) and increasingly rapid technological advances have encouraged BCA to improve customer services with e-banking facilities.
From these data, it indicates that the potential and opportunities of banks in providing e-banking services are still very wide open. It is imperative for the banking sector to evaluate e-banking services regularly because the more quality e-banking services are, the happier the use of e-banking will increase, which has an impact on customer satisfaction and ends up in customer loyalty to the bank.
Banks must be able to understand what customer needs and expectations are. Banks must continue to improve service aspects and provide security guarantees for customers who conduct financial transactions in order to create loyalty in customers. Customer satisfaction and loyalty are certainly influenced by several factors, one of which is the quality of service.
E-banking services offered to customers need to be evaluated by banking service providers so that services become better from time to time. Bank Central Asia (BCA) needs to pay attention to aspects of service in order to increase satisfaction which is expected to encourage loyalty from customers. (Tjiptono, 2014) defines service quality is a measure of how well the level of service provided is able to match customer expectations. (Hussien, M.I. and Aziz, 2017), (Shankar, A. and Jebarajakirthy, 2019), (Ul Haq, I. and Awan, 2020) propose four indicators of e-service quality of e-banking services, namely, Reliability, Privacy security, Website design, and Customer Service and Support. All aspects of quality service illustrate the bank's ability to meet the needs of customers for banking services so that customer satisfaction and loyalty are achieved.
The quality of service is determined by the bank's ability to meet the needs of customers' expectations and desires. Quality service is seen to increase customers' desire to continue using banking services offered by Bank Central Asia (BCA). Service quality has a close relationship with customer satisfaction and loyalty. Good service quality will encourage customers to establish a good relationship with the bank as the service provider. Service quality is a very important factor to determine the success of the banking business.
This is based on research conducted by Waguespack et al. (2007) and (Tidtichumrernporn, T., Jansasak, S., Mujtaba, B.G., Khunsongkiet, P., Duangjai, N. dan Bhavvanantechasuon, 2010) which states that the quality of service cannot be ruled out, because it can increase competitive advantage in obtaining customers and satisfaction from customers. In addition to service quality, Gaffar (2007) states that one of the factors that influence loyalty is satisfaction, (Kotler, Philip., Keller, 2013) said consumer satisfaction is a person's feeling of pleasure or disappointment that comes from a comparison between his impression of the performance or results of a product with his expectations.
In providing satisfaction and loyalty to customers, e-banking services offered by banks must also offer ease of service and security for customers in carrying out every banking transaction activity. Security and confidentiality of personal and financial data in e-banking are the main focus of a customer before deciding to use e-banking services. E-banking services that guarantee the security and confidentiality of customer data will certainly convince and cause satisfaction in customers.
Banks must monitor the satisfaction of their customers in order to create loyalty in their customers. Based on the description of the problem, the researcher feels interested and aims to obtain empirical evidence on the effect of BCA e-banking service quality on customer satisfaction and loyalty. This study was measured using four dimensions of ebanking that have been used in previous studies by (Hussien, M.I. and Aziz, 2017), (Shankar, A. and Jebarajakirthy, 2019), (Ul Haq, I. and Awan, 2020). The dimensions of e-banking that will be examined include Reliability, Privacy and security, Website design, Customer Service and Support. This study also uses cognitive motivational relation (CMR) theory which shows the relationship between cognitive evaluation of four dimensions of e-banking service quality (Reliability, Privacy and Security, Website Design, Customer service &; support) and emotional response (Satisfaction and loyalty). Based on the background of writing, the problems in this study are: 1. Does Reliability affect customer e-satisfaction using BCA e-banking services? 2. Does Privacy and security affect customer satisfaction (e-satisfaction) using BCA e-banking services? 3. Does Website design (web quality) have an influence on customer satisfaction (esatisfaction) of BCA e-banking users? 4. Does Customer Service and Support affect customer satisfaction (e-satisfaction) of BCA e-banking service users? 5. Does Reliability affect the loyalty of customers using BCA e-banking services ? 6. Does Privacy and security affect the loyalty of customers using BCA e-banking services ? 7. Does Website design (web quality) have an influence on customer loyalty (eloyalty) using BCA e-banking services ? 8. Does Customer Service and Support have an influence on customer loyalty (eloyalty) using BCA e-banking services? 9. Does e-satisfaction affect customer loyalty of BCA e-banking users? The objectives of this study are 1. Knowing the effect of Reliability on customer satisfaction (e-satisfaction) of BCA e-banking service users 2. Knowing the effect of Privacy and security on customer satisfaction (esatisfaction) using BCA e-banking services. 3. Knowing the influence of Website design (web quality) on customer satisfaction (e-satisfaction) of BCA e-banking service users. 4. Knowing the effect of Customer Service and Support on customer satisfaction (esatisfaction) of BCA e-banking service users. 5. Knowing the effect of Reliability on customer loyalty (e-loyalty) using BCA ebanking services. 6. Knowing the effect of Privacy and security on customer loyalty (e-loyalty) using BCA e-banking services.
Leo Agung Feri Wicaksono 7. Knowing the influence of Website design (Web quality) on customer loyalty (eloyalty) using BCA e-banking services. 8. Knowing the effect of Customer Service and Support on customer loyalty (eloyalty) of BCA e-banking service users. 9. Knowing the effect of e-satisfaction on customer loyalty of BCA e-banking users.

Hypothesis Development 1.1 Quality of e-banking services to e-satisfaction
Reliability has become an important dimension to consider when evaluating service quality (Mansoor, M., Awan, T.M. and Syed, 2020);Widiyanto et al., 2021;(Ayo, C. k., Oni, A. A., Adewoye, O. J., & Eweoya, 2016). Customer satisfaction will be achieved if the e-banking service provider offers the best at what the customer needs efficiently in terms of the services offered (Casalo et al., 2008). According to an empirical review of consumer perception of service quality in US banks, higher quality of e-banking contributes to user satisfaction (Foroughi, B., Iranmanesh, M. and Hyun, 2019). Many activities are carried out online due to the COVID-19 pandemic. Humans must be able to adapt to changes in the environment. Online customers expect more options available to them when paying, buying, or searching for items online (Tan et al.,2003;Yang, 2003).

H2. Privacy &; Security in e-banking services affects e-satisfaction.
Website design is an important dimension to consider when evaluating service quality (Cai, S. and Jun, 2003); (Jayawardhena, 2004); Ho & Lin, 2010; (Muturi, D., Sagwe, J., Hussien, M.I. and Abd El Aziz, 2013); (Amin, 2016); (Ayo, C. k., Oni, A. A., Adewoye, O. J., & Eweoya, 2016). Customer satisfaction will be achieved if threebanking provider offers the best on what the customer needs efficiently in terms of website design (Casalo et al., 2008). Content in e-banking websites or applications is one of the factors that influence the acceptance of e-banking. Internet users will enjoy the use of technology with good quality displays and content that is easy to use and can create a flow experience when using the website (Loonam &;O'Loughlin, 2008).

Quality of e-banking services to loyalty (e-loyalty)
It is widely discussed in the literature that loyalty depends on EBSQ. There are four dimensions of EBSQ, namely, reliability, privacy and security, website design and customer service and e-banking support. Reliability in e-banking is very important because customer response is very important. Reliability is one factor that can influence responses, but timely processing of banking transactions with zero errors is often taken essentially in assessing the reality of e-banking service providers (blunt et al., 2014;Liang and Pei-Ching, 2015;Saccani et al., 2014).

H5. Reliability in e-banking services affects e-loyalty
Second dimension, privacy and security (privacy and security) discloses the extent to which e-banking users confidently share personal information on e-banking platforms (Muturi, D., Sagwe, J., Hussien, M.I. and Abd El Aziz, 2013). E-banking creates serious privacy issues for users as there is no direct interaction (Kim et al., 2009). However, the trust factor soars towards the service provider and the desired customer satisfaction response can be achieved through trust (Safi and Awan, 2018). Better ethical codes for privacy and security result in higher loyalty (Orel and Kara, 2014;Thaichon et al., 2014).

H6. Privacy & Security (Privacy and security) in the service e-banking effect on loyalty(e-loyalty)
Third dimension of e-banking service quality (EBSQ), Website design or website design is defined as various interactive features of the service e-banking which helps provide the consumer with a transaction structure during and a summary after that of the transaction processing structure and more (Wolfinbarger and Gilly, 2003). Higher levels of satisfaction can be achieved through updated websites (Kim et al., 2009) and enhanced interactive experiences. Interactive website features increase trust, satisfaction and loyalty to results of e-banking (Lee et al., 2006).

H7. Website Design (Website design) on the service e-banking effect on loyalty(eloyalty)
The fourth dimension, customer service and support can be described as the speed of retorting to any arrears reported by users during or after the service experience. Users here can be referred to as individuals and organizations (blunt et al., 2015). Similar to individual users, organizations care deeply, which sometimes has a deeper impression on employees as well (Aslam, F., Awan, T.M., Syed, J.H., Kashif, A. and Parveen, 2020). Adaptations in website design lead consumers to problems (Thaichon et al., 2014) whereas fast and effective solutions provided timely to users result in higher satisfaction leading to loyalty in the general electronic environment (Amir, M., & Chaudhry, 2019) and in e-banking more specifically (Shankar, A. and Jebarajakirthy, 2019). As a result, the four dimensions are hypothesized as follows for empirical testing.

Satisfaction(e-satisfaction) service e-banking towards loyalty(e-loyalty) service e-banking
Generally, businesses always strive for higher customer satisfaction, being a core element. Undoubtedly, customer loyalty can be achieved by providing them with higher levels of satisfaction. In tourism, satisfied tourists are happy to turn into loyal ones (Mahadin et al., 2020). E-satisfaction leads to an attitude of loyalty consequently leaving a positive impact on behavior. E-satisfaction in banking can lead to more use of banking services with possibilities e-loyalty which is higher (Giao, H., Vuong, B. and Quan, 2020); Suariedewi dan Suprapti, 2020). Internet speed and connectivity often affect satisfaction and also have an impact on loyalty (Amir, M., & Chaudhry, 2019). E-trust ande-satisfaction mediate the relationship between service quality (Giao, H., Vuong, B. and Quan, 2020). In the recent literature, research has addressed the strong relationship between e-satisfaction and e-loyalty However, in the context of a pandemic, literature is scarce measuring the impact of satisfaction e-banking and loyalty e-banking. Therefore, the empirical propositions below are formulated and tested in this study. The framework above shows all the hypotheses.

Research Methods
This research is quantitative research, namely quantitative research is a research methodology that seeks to measure data using some form of statistical analysis (Hair, J. F., Black, W. C., Babin, B. J., & Anderson, 2019). The data obtained from the research sample were analyzed according to the statistical method used and then interpreted.
This research uses a causal research method that proves a causal relationship or a relationship of influencing and being influenced. Causal research aims to prove causation and the relationship between influencing and being influenced by the variables to be studied (Hair, J. F., Black, W. C., Babin, B. J., & Anderson, 2019). The data collection technique used was a questionnaire or questionnaire in the form of questions given to respondents to fill in according to the actual situation. The questionnaire is a structured technique for data collection consisting of a series of questions, written or oral, which are answered by the respondent (Malhotra, 2010).
The sampling technique used in this study is nonprobability sampling i.e. a sampling design in which the elements in the population have no known or predetermined chances of being selected as sample subjects (Sekaran, 2009). Furthermore, the sample design used in this study is purposive sampling i.e. sampling design nonprobability where the required information is gathered from a specific or specific target or group of people on a rational basis (Sekaran, 2009). It is expected that the samples to be taken actually meet the criteria in accordance with the research to be carried out.
The sampling criteria in this study are: 1. Is a customer of Bank Central Asia in Indonesia 2. Using the service e-banking that is Internet banking and Mobile banking The operational definition of each variable used in this study can be seen in Table  3.2.
Impact of BCA E-Banking Service Quality on Customer E-Satisfaction and E-Loyalty The measurement scale used in this study to determine each independent and dependent variable is using a Likert scale. The scale is used to regulate attitudes, opinions and perceptions of a person or group of people about social phenomena (Sugiyono, 2017). The Likert scale is used for the purposes of quantitative research analysis, so each question is given a scale from strongly agree to strongly disagree, which scale has a weighted value. Each answer is given a weighted value as shown in Table 3.3: This study uses the SEM method (Structural Equation Modeling) with the help of the AMOS 24 application to test the hypotheses that have been proposed. SEM is a part of a statistical model that attempts to explain the relationship between many variables. SEM estimates a series of separate, but interdependent, multiple regression equations simultaneously by specifying the structural model used by the statistical program. There are three characteristics of SEM analysis: • Estimation of multiple and interrelated dependency relationships • The ability to represent unobserved concepts in this relationship and account for measurement error in the estimation process • Defines a model to describe the entire set of relationships (Hair, J. F., Black, W. C., Babin, B. J., dan Anderson, 2014).

Results and Discussion 1.1 Respondent Data Collection Results
This study uses primary data in the form of a questionnaire given to respondents who are customers of Bank Central Asia in Indonesia and use the service e-banking that is Internet banking and Mobile banking. Primary data collection is done by distributing questionnaires using links google form through telegram, WhatsApp, Instagram, and Facebook social media groups that can be accessed by the general public in Indonesia, starting from western Indonesia, central Indonesia, and eastern Indonesia. The distribution of the questionnaires was carried out from March 2, 2023to March 31, 2023 Primary data was collected in this study as many as 247 respondents, but there were several results of respondents' answers that did not match the previous criteria so that only 230 respondent data, so that 93.2% of all respondents could be processed further.
Impact of BCA E-Banking Service Quality on Customer E-Satisfaction and E-Loyalty The data will be edited (editing) and coded (coding) on each item to make it easier to tabulate (tabulating) data. Next, the researcher performed data processing by first testing the questionnaire in the form of a validity test and a reliability test. Validity test and reliability test were carried out to find out whether the statement attributes in this study were valid and reliable. Finally, the researcher processed the data using the Structural Equation Model (SEM) and the AMOS 24 application.

Characteristics of Respondents
Researchers in explaining the characteristics of respondents using descriptive analysis techniques. The characteristics of the respondents were carried out to find out the description of the condition of the respondents who were the sample in this study. The characteristics of the respondents used in this study include, gender, age, occupation, monthly income, service e-banking owned and most frequently used, time of use, frequency of use of e-banking services, and features most frequently used

Characteristics of Respondents Based on Gender
The results of the analysis of the characteristics of respondents based on gender can be seen in The results of the analysis showed that most of the respondents in this study were aged between 26 and 35 years, namely 119 respondents with a percentage of 51.7%. These 26-35 year olds are the millennial generation who have used technology a lot in their daily life. Based on reports from IDN Research Institute which is titled "Indonesia Millennial Report 2019" There are several reasons that encourage millennials to contribute greatly to the increase in usagee-banking, namely millennials have great potential in digital financial services because 95% have smartphones, millennials have confidence in their own financial abilities, millennials budget and allocate money but 56% of millennials do not follow the planned allocation and budget of money, and millennial spending greater than income (about 80%) .

Characteristics of Respondents Based on Occupation
Description of the characteristics of respondents based on work can be seen in Table 4.3. below this: The results of the analysis of the characteristics of respondents based on work can be seen in Table 4.3. Based on Table 4.3, the majority of respondents are private employees with a percentage of 31.3% and followed by respondents who are selfemployed with a percentage of 26.1%. BCA is widely used by private companies because BCA is the largest private bank in Indonesia and is well supported with services e-banking scattered throughout Indonesia. Service e-banking Currently it can be used by all groups who can help make work easier, including as a medium for transactions and information as well as a variety of banking services offered including account information, bank statements, checkbook orders, bill payments, fund transfers, deposit management, stock investment and insurance term payments. (Tan and Teo, 2000).

Characteristics of Respondents Based on Income per month
Description of the characteristics of respondents based on income per month can be seen in Table 4.4. below this: The results of the analysis of the characteristics of respondents based on income per month are seen in Table 4.4. Based on Table 4.4, the majority of respondents have a monthly income of Rp. 1,000,000 -Rp. 5,000,000 with a percentage of 37.0%, followed by respondents who have an income of Rp. 5,000,000 -IDR 10,000,000 with a percentage of 33.9%. The majority of respondents who have this income work as private employees and also work as self-employed

Characteristics of Respondents Based on Services e-banking
Description of the characteristics of respondents by service e-banking owned can be seen in Table 4.5. below this: Based on Table 4.5 the results of the analysis of the characteristics of respondents by service e-banking owned shows that service mobile banking BCA is the e-banking service most owned by respondents, followed by those with both services (Mobile Banking and Internet banking) and the latter only has services internet banking just. Current technological developments have made services e-banking Good mobile banking nor internet banking has always been a preference for current account holders (Singh, N., Srivastava, S. and Sinha, 2017).

Characteristics of Respondents Based on Time of Use
Description of the characteristics of respondents based on time of use can be seen in Table 4.6. below this:  Table 4.6, the majority of respondents are service users e-banking BCA has used > 4 years with a frequency of 33.04%, while respondents < 1 year have the least frequency. Respondents by usage time e-banking BCA > 4 years of course is very familiar with service mobile banking nor internet banking BCA compared to customers who use Leo Agung Feri Wicaksono this service < 1 year. BCA customers or respondents who have used the service e-banking BCA is more than 4 years old, of course, more transactions have been made.

Characteristics of Respondents Based on the frequency of service use ebanking in 1 week
A description of the characteristics of respondents based on the frequency of using e-banking services in 1 week can be seen in Table 4.7:  Table 4.7 the characteristics of respondents based on the frequency of service use e-banking BCA, the average respondent uses < 5 times to 5-10 times in 1 week with each percentage reaching 30%.

Characteristics of Respondents Based on the Type of Service Transactions ebanking most frequently used
Description of the characteristics of respondents based on the frequency of service use e-banking in 1 week can be seen in Table 4.8. below this:  Table 4.8 the characteristics of respondents based on transaction services e-banking most used, mobile banking become a favorite of BCA customers with a percentage of 78.26%, far above internet banking users which are only 21.74%. Mobile banking has a higher percentage than internet banking because users are more practical and simple because to enter the application mobile banking only use access codes, as well as complete transaction features. The data in the table is also backed up by annual report BCA in 2021, where is the number of transactions mobile banking in that year reached 10.1 billion while the number of transactions internet banking only 4.1 billion. (www.bca.co.id)

Characteristics of Respondents Based on the frequency of use of this type of service e-banking the most frequently used for daily transactions in 1 week
Description of the characteristics of respondents based on the frequency of use of this type of service e-banking the most frequently used for daily transactions in 1 week Table 4.9. below this:  Table 4.9 the characteristics of respondents based on the frequency of use of this type of service e-banking the most frequently used for daily transactions in 1 week e-banking BCA, the average respondent uses < 5 times to 5-10 times in 1 week with each percentage reaching 30%.

Characteristics of Respondents Based on features that are often used in transactions
Description of the characteristics of respondents based on features that are often used in transactions Table 4.10. below this:  Table 4.10, data on the characteristics of respondents based on features mobile banking and internet banking frequently used in transactions, the Transfer feature is the most used with a percentage of 57.83%, while the information feature is the least used by respondents with a percentage of 5.22%. Transfer feature on the service mobile banking and internet banking BCA is the most widely used because this feature has provided a complete service in transactions ranging from transfers between accounts, transfers between banks, and also BCA virtual account. The BCA transfer service is also equipped with features BI-FAST which provides lower fees for bank transfers. While BCA virtual account can make it easier for customers to pay or purchase goods at marketplace online such as shopee, tokopedia, traveloka and others

Respondent Response Results
In the following, the results of respondents' responses from the questionnaire that have been given regarding the influence of service quality will be presented e-banking BCA on satisfaction (e-satisfaction) and loyalty (e-loyalty) customers. The results of the respondents' responses will be known regarding the tendency of respondents' answers to each research variable. The tendency of the respondents' answers will be presented in the form of descriptive statistics of each variable used in this study. In the following section, the results of the respondents' responses to each variable will be explained.

Results of Respondents' Responses to Variables Reliability
In the variables section Reliability, Respondents were given statements related to service capabilities e-banking BCA to perform the promised services precisely and accurately. In Table 4.11. below contains the results of respondents' responses to the four question items related to the Reliability value variable. The question items given are based on previous research (Shankar, A. and Jebarajakirthy, 2019). Source:Primary Data, processed in 2023 Based on Table 4.11. it can be known that realibility is a very important dimension in service e-banking Good mobile banking nor internet banking BCA. The total average value of the respondents' responses was 4.44 with the highest average value of 4.46 found in the 1st statement item. The 1st statement contains the sentence "application/site ebanking provide services exactly as offered". Respondents' responses to the 1st statement item indicated that the majority stated that they strongly agreed, namely 57% of the responses. For transaction details and information on the app or website is also of good value. This proves the service e-banking BCA is accurate and can display every transaction detail properly.

Results of Respondents' Responses to Variables Privacy and Security
In the variables section privacy and security, respondents were given statements relating to the security and protection of customers' personal data and financial Impact of BCA E-Banking Service Quality on Customer E-Satisfaction and E-Loyalty information. There are three statements given about this variable. The results of respondents' responses to variables privacy and security have been presented in Table  4.12. below this: Source:Primary Data, processed in 2023 Based on Table 4.12., it can be seen that the variable statement items privacy and security obtained a total average value of 4.47. The value on this dimension is the highest value among the other dimensions. Privacy and security on service e-banking BCA is indeed one of the important factors for services mobile banking and internet banking to protect customer data and transactions. Service e-banking BCA itself has used end to end encryption which will randomize the data sent by the customer to the host. There are multiple privacy and security protections in the service mobile banking and internet banking BCA includes biometric features and an access code to log in to the application, as well as a transaction pin feature to protect the security of each transaction.

Results of Respondents' Responses to Variables Website Design
In the variable section website design, respondents were given statements related to content quality, catalog structure, and website aesthetics. There are four statements given. The results of respondents' responses to variables website design can be seen in table 4.13. below this. Source:Primary Data, processed in 2023 Based on Table 4.13. above it is known that the overall average value of the results of respondents' responses to variables website design of 4.17. Variable website design This is the variable with the lowest value compared to other variables or dimensions. Question 3 about the website/ app e-banking about including interactive features being the question that had the lowest response. In this case, BCA certainly has to improve or provide display innovation mobile banking and internet banking to be more interactive with customers. Appearancemobile banking and internet banking both from a UI/UX perspective, more attention should be paid to make it more attractive. Periodic updating of applications or websites and placement of service features that are well organized should be a concern or evaluation from BCA in the future.

Results of Respondents' Responses to Variables Customer Service and Support
In the variables section customer service and support, respondents were given statements relating to customer support regarding the problems that occurred. There are four statements given. The results of respondents' responses to variables customer service and support can be seen in Table 4.14. below this. Source: Primary Data, processed in 2023 Table 4.14. shows that the average value of the response variable customer service and support using 4 indicators is 4.42. Total of all variables customer service and support has a good rating average. The 4th indicator is about the customer service team e-banking prioritizing customer interests has the largest average value of 4.5 with a total of 61% responding strongly agree. This means that the majority of respondents agree that the customer service team e-banking BCA prioritizes the interests of customers.

Results of Respondents' Responses to Variables E-Satisfaction
In the variables section e-satisfaction, respondents were given statements related to the customer's tendency to continue using a particular site, visit the site frequently, and show high site adhesion with high time intensity. There are four statements given. The results of respondents' responses to variables e-satisfaction can be seen in Table 4.15: Source:Primary Data, processed in 2023 Based on Table 4.15., it can be seen that the variable statement items e-satisfaction obtained a total average value of 4.45. Overall respondents are satisfied with the service e-banking BCA is fine mobile banking nor internet banking. Dimensions of service quality e-banking BCA is fine reliability, privacy and security, website design and customer service and support, has provided satisfaction to BCA customers who are respondents in this study. This is indicated by the answer of feeling satisfied and happy when using the service e-banking BCA. In addition to these four, BCA also often provides discounts or discounts for customers who make payments/transactions at merchant specific services e-banking BCA. This of course also makes customers more satisfied with the service mobile banking nor internet banking BCA. But of course BCA must also always maintain and improve its services in order to maintain the satisfaction of its customers.

Results of Respondents' Responses to Variables E-loyalty
In the variables section e-loyalty, respondents were given statements related to positive consumer attitudes towards ae-business result in a desire to repurchase, so that loyal consumers tend not to use products from competitors. There are four statements given in accordance with previous research (Amin, 2016). The results of respondents' responses to variables e-loyalty can be seen in Table 4.16. the following Source: Primary Data, processed in 2023 Based on Table 4.16. it is known that the overall average value of the results of respondents' responses to variables e-loyalty of 4.41 with the highest average value of 4.47 found in the 1st statement item. The 1st statement contains the sentence "I would recommend the service e-banking to others." In statement 1, the majority of respondents stated that they strongly agreed, namely as many as 60% of respondents and there was 1 respondent who strongly disagreed with this statement. This means that the respondents are satisfied with the services provided and as a form of loyalty, they will recommend the product mobile banking and internet banking to other people. This is very well done so that customer loyalty will increase and BCA will get many new customers.

Hypothesis test
In testing the hypothesis, the researcher did it by looking at the value of the tstatistic and also the value of the path coefficient. The criteria that must be met with a significance level of 5% are as follows: • If the t-statistic value is > 1.96, then H0 not supported and H1 supported.
• If the t statistic value is <1.96, then H0 supported and H1 not supported.
• The value of the path coefficient is positive, meaning that there is a positive influence between one variable and another. • The value of the path coefficient is negative, meaning that there is a negative influence between one variable and another.
The results of the path coefficient values and t-statistic values can be seen in Table  4.24. below this: Undoubtedly, customer loyalty can be achieved by providing them with higher levels of satisfaction. E-satisfaction leads to an attitude of loyalty consequently leaving a positive impact on behavior. E-satisfaction in banking can lead to more use of banking services with possibilities e-loyalty which is higher (Giao, H., Vuong, B. and Quan, 2020);Suariedewi dan Suprapti, 2020). Internet speed and connectivity often affect satisfaction and also have an impact on loyalty (Chaudhry et al., 2009). In the recent literature, research has addressed the strong relationship between e-satisfaction and eloyalty. BCA must always maintain and improve customer satisfaction with services ebanking which they have mainly on mobile banking and internet banking to maintain customer loyalty.
This research is theoretically supported by CMR theory because it relates the process of analyzing different perspectives and human emotional responses to evaluation (Kemper, 1992;Lazarus, 1993;Lazarus and Lazarus, 1991). Emotions stimulate almost all important events in our lives, moreover how we respond also influences (Kemper, 1992;Mansur et al., 2020). Demographic characteristics determine the occurrence of cognitive orientations such as values, beliefs and personal goals resulting in a significant break from an event in the environment (Shankar, A. and Jebarajakirthy, 2019). There are several examples in the literature where CMR theory is used to link the mechanism of individual response aspects and service quality (Bowen and Chen, 2001;Brady and Robertson, 2001;(Shankar, A. and Jebarajakirthy, 2019); Sivapalan and Jebarajakirthy, 2017); however, use in COVID-19 contributes to the CMR literature differently.
In research on the effect of service e-banking In this BCA there is a cognitive evaluation of environmental cues resulting in behavioral responses to cues. Dimensions reliability, privacy dan security, website design, customer service and support are environmental cues presented in the environment e-banking. Cognitive evaluation of the dimensions results in satisfaction and loyalty e-banking which is a behavioral response to the environment e-banking. Thus, our research contributes to understanding CMR theory in context e-banking.

Conclusion
This study examines the effect of BCA e-banking service quality on customer satisfaction and e-loyalty. The hypothesis of this study concludes, among others: 1. The dimensions of BCA e-banking service quality, namely reliability, website design, customer service and support, are accepted and mean that they have a positive and significant influence on e-satisfaction. This means that the higher the quality of BCA ebanking services in this dimension, the better for customer satisfaction. Meanwhile, the privacy and security dimension is rejected. This means that it does not have an insignificant influence on customer e-satisfaction. 2. The dimensions of BCA e-banking service quality, namely privacy and security, are accepted and have a positive and significant influence on customer e-loyalty. This means that the higher the quality of BCA e-banking services in the privacy and security dimension, the better for customer loyalty. While reliability, website design, customer service and support are rejected. This has no significant influence on customer e-loyalty. 3. There is a significant effect of esatisfaction on e-loyalty. This also indicates that e-satisfaction has a positive effect on eloyalty. The better the e-satisfaction, the more likely it is to increase e-loyalty. Esatisfaction itself fully mediates the influence of the dimensions of e-banking service quality, namely reliability, website design, and customer service and support. 4. The CMR theory in the research explains the relationship between the dimensions of e-banking service quality (reliability, privacy and security, website design, customer service and support) of BCA with customer satisfaction and loyalty to e-banking. The existence of cognitive evaluation of environmental cues results in behavioral responses to cues. This study articulates that the dimension of e-banking service quality is the environmental cue presented in e-banking services. Cognitive evaluation of these dimensions results in satisfaction and loyalty to e-banking services which are behavioral responses to the ebanking environment. Thus, this study contributes to understanding CMR theory in the context of e-banking.