Quest Journals Journal of Research in Business and Management Volume 9 ~ Issue 2 (2021) pp: 85-91 ISSN(Online):2347-3002 www.questjournals.org *Corresponding Author: Sularso, Andi 85 | Page The Infuence Of E-Service And The Received Risks, To E- Relationship Quality, E-Purchase Intention, And E-Loyalty Of Bank Jatim Customer Nur Azizah 1) , Sularso Andi* 2) , Brahma Ratih Ida Ayu 3 ) 1 (Doctoral Program in Economics, faculty of economics and business, University of 17 Agustus 1945 Surabaya, Indonesia) 2 (Faculty of Economics and Business, University of Jember, Indonesia) 3 (Faculty of economics and business, University of 17 Agustus 1945 Surabaya, Indonesia) Corresponding Author: Sularso, Andi ABSTRACT This study took Bank Jatim in Indonesia as the study object which emphasize on the internet banking by analyzing the online marketing variables such as online service quality, accepted risk, quality of online relationship, intention of online purchase, customer’s e-loyalty. This study uses Partial Square Least (PLS) with explanatory research type. The data used was the primary data obtained through survey technique with questionnaire. The population is the registered customer of the assistant branch and the main branch of Bank Jatim Surabaya which is focused on the customer with internet banking. There were 361 customers taken as sample through proportional random sampling. Based on the analysis, this study concluded that online service had significant positive effect on quality of e-relationship, intention of e-purchase, customer’s e-loyalty, and received risk had significant effect on quality of e-relationship, e-purchase intention, and customer’s e-loyalty. The novelty of this study contributes to the development of internet marketing knowledge by proving that e- service quality has a significant positive influence on customer e-loyalty, and the received risks has a significant negative influence on the customere -loyalty. The other study findings proved that online transaction intention has a significant effect on customer e-loyalty. KEYWORDS: Bank Jatim, E-Service Quality, E-Relationship Quality, E-Purchase Intention, E-Loyalty, Received Risks Received 29 Jan, 2021; Revised: 10 Feb, 2021; Accepted 13 Feb, 2021 © The author(s) 2021. Published with open access at www.questjournals.org I. PRELIMINARY Supporting the competitive advantage of a company requires information. The technology of computer and telecommunication development had been succeeded in creating new information infrastructure that is commonly called as internet. Kotler (2003) stated that internet is going to help us in innovating and progressing. Strauss (2003) stated that “internet is global system of interrelated networks”. The system later will create a market-space which will replace the market-place (Arnott and Bridgewater, 2002; Chaffey et al., 2000; Eid and Trueman, 2002). In creating a loyal customer, a bank will pay attention to the elements of service quality and customer risk as the basis of creating loyalty towards the offered product or service. The development of information technology transforms loyalty into e-loyalty, since the service is not only provided directly. The study of Cheng et al (2008), Snoj et al. (2004), Garretson and Clow (1999) stated e-service quality influences the received risk. Next, the study of Chen et al (2013) which took the internet banking user customer in Taiwan found that the service quality received by the customer had a significant and negative influence on the risk received by customer. It means, better service quality will decrease the risk level perceived by the customer. Besides, the received risk in this study is also indicated to influence the e-relationship quality. The result of Keating et al., (2009), D’Allesandro (2012), Lee et al. (2010) and Wu et al. (2007) that the perceived risk has a significant negative influence of e-relationship quality.