E-S-Qual and E-Recs-Qual Toward Customer Satisfaction, Trust and Loyalty in Electronic Banking Services During The Covid-19 Pandemic

During the pandemic, many countries adopted physical & social distancing policies, lockdowns, or territorial quarantine. Therefore use of electronic banking services has increased sharply, including in developing such as Indonesia. Electronic that are popularly used by customers form internet and mobile banking. This study aimed to analyze; 1) impact core online service quality (E-S-QUAL) on customer satisfaction, 2) effect e-recovery (E-RecS-QUAL) 3) satisfaction trust 4) loyalty. research is causality explanatory research. The data collected survey method 120 respondents from who registered users e-banking (i.e. banking) Mandiri, BCA, Bukopin Bank. results showed proved have a positive influence satisfaction. also proves strong relationship between trust, well been shown