Update Artikelilmiah: 13121

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Abstrak (Bhs. Indonesia)

Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas layanan e-banking serta perceived value pada kepuasan pelanggan, juga untuk menganalisis peran moderasi dari subjektif diskonfirmasi pada hubungan kausal antara kualitas layanan e-banking, perceived value, dan kepuasan pelanggan dan juga untuk menganalisis peran moderasi dari e-trust pada hubungan kausal antara kualitas layanan e-banking, perceived value, dan kepuasan pelanggan. Penelitian ini dilakukan di beberapa kantor cabang bank di Jakarta Pusat. Metode penelitian ini adalah survei dengan teknik pengambilan sampel menggunakan convenience sampling. Populasi dari penelitian ini adalah para nasabah bank di Jakarta Pusat yang menggunakan layanan e-banking. Berdasarkan hasil dari teknik interval technique, ditentukan ukuran sampel sebanyak 100 responden. Selanjutnya, analisis data teknik yang digunakan dalam penelitian ini adalah regresi dan analisis regresi dimoderasi. Berdasarkan dari hasil analisis data, dapat disimpulkan bahwa kualitas layanan e-banking serta perceived value memiliki pengaruh positif terhadap kepuasan pelanggan yang menggunakan layanan e-banking di Jakarta Pusat, dan subjektif diskonfirmasi serta e-trust memoderasi secara signifikan pada kualitas pelayanan e-banking dan perceived value terhadap kepuasan pelanggan yang menggunakan layanan e-banking di Jakarta Pusat. Mengacu pada kesimpulan tersebut, kita bisa simpulkan bahwa sebagai upaya untuk meningkatkan kepuasan pelanggan secara optimal, pengelolaan industri perbankan di Jakarta Pusat harus memperhatikan kualitas layanan e-banking, perceived value, subjektif diskonfirmasi dan e-trust. Cara yang dapat dilakukan adalah dengan menciptakan dan membuat proses layanan prosedur e-banking secara efektif dan efisien sesuai dengan harapan pelanggan, secara konsisten tampil di tingkat praktek terbaik, merekrut staf atau karyawan yang betul-betul menguasai e-banking serta meyadari betapa pentingnya kualitas layanan e-banking bagi nasabah, membangun komunikasi dengan pelanggan yang menggunakan layanan e-banking, menerapkan sistem layanan e-banking yang mudah dan cepat, menindaklanjuti keluhan konsumen terkait dengan masalah layanan e-banking, serta memberikan keamanan dan kenyamanan kepada konsumen terkait dengan layanan e-banking yang disediakan.

Abtrak (Bhs. Inggris)

The aims of this research were to analyze the influence of e-banking service quality as well as perceived value on customer satisfaction, to analyze the moderating role of subjective disconfirmation on the causal relationship among e-banking service quality as well as perceived value and customer satisfaction and also to analyze the moderating role of e-trust on the causal relationship among e-banking service quality as well as perceived value and customer satisfaction. This research was conducted at the branch offices of banks in Central Jakarta. Method of study was survey with as the sampling technique used convenience sampling. Population of this research was all banks’ customers in Central Jakarta who use e-banking services. Based on the result of interval estimate technique, it was found the sample size of 100 respondents. Furthermore, the technique data analysis used in this study was multiple regressions and moderated regression analysis. Based on the result of data analysis, it could be concluded that e-banking service quality as well as perceived value has a positive influence on customer satisfaction who use e-banking services in Central Jakarta, and so subjective disconfirmation as well as e-trust moderates significantly the influence of e-banking service quality and perceived value on customer satisfaction who use e-banking services in Central Jakarta. Refers to the conclusion, it could be implied that as an effort to increase customer satisfaction optimally, management of banking industries in Central Jakarta need to pay attention on e-banking service quality, perceived value, subjective disconfirmation and e-trust. The ways can be done by create and make the procedure and e-banking service processes effectively and efficiently according to the customer's expectation, consistently perform at best practice levels, recruit the staffs or employee who master e-banking well and also understand the importance of e-banking service quality for the customers, build the communication with the customers who use e-banking services, applying the easy and fast e-banking service system, follow up the consumer complaints related to the e-banking services problems, provide security and convenience to consumers associated with the e-banking services provided.

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