Artikel Ilmiah : C1K011004 a.n. RIZKI DWIJAYANTI UTAMI
| NIM | C1K011004 |
|---|---|
| Namamhs | RIZKI DWIJAYANTI UTAMI |
| Judul Artikel | THE INFLUENCE OF MOBILE BANKING SERVICES QUALITY, E-SATISFACTION AND E-TRUST TOWARD CUSTOMERS' LOYALTY OF BANKING COMPANIES IN PURWOKERTO |
| Abstrak (Bhs. Indonesia) | Tujuan dari penelitian ini adalah untuk menganalisis pengaruh kualitas layanan mobile banking e-kepuasan, e-kepercayaan serta loyalitas pelanggan, untuk menganalisis pengaruh kepuasan loyalitas pelanggan, untuk menganalisis pengaruh e-kepercayaan pada e-kepuasan serta loyalitas pelanggan, untuk menganalisis peran mediasi dari e-kepuasan serta e-kepercayaan di hubungan kausal antara kualitas layanan mobile banking dan loyalitas pelanggan, untuk menganalisis peran mediasi dari e-kepuasan pada hubungan kausal antara e-kepercayaan dan pelanggan loyalitas. Penelitian ini dilakukan di kantor cabang bank di Purwokerto. Metode dari penelitian adalah survei dengan teknik sampling yang digunakan adalah convenience sampling. Penduduk penelitian ini adalah pelanggan di bank di Purwokerto yang menggunakan layanan mobile banking. Berdasarkan hasil teknik estimasi selang, ditemukan ukuran sampel 100 responden. Selanjutnya, analisis data teknik yang digunakan dalam penelitian ini adalah multivariat regresi Analisis Model dan uji Sobel. Berdasarkan hasil analisis data, dapat disimpulkan bahwa kualitas layanan mobile banking memiliki pengaruh positif pada e kepuasan, e-kepercayaan serta loyalitas pelanggan, e-kepuasan memiliki pengaruh positif terhadap loyalitas pelanggan, e-kepercayaan memiliki pengaruh positif terhadap loyalitas pelanggan serta e-kepuasan, e-kepuasan serta e-kepercayaan memediasi pengaruh kualitas layanan mobile banking pada loyalitas pelanggan, dan e-kepuasan ada memediasi pengaruh e-kepercayaan terhadap loyalitas pelanggan. Mengacu ini kesimpulan, dapat tersirat bahwa sebagai upaya untuk meningkatkan loyalitas pelanggan, manajemen kantor cabang bank di Purwokerto perlu memperhatikan pada ponsel kualitas layanan perbankan, e-kepuasan pelanggan dan e-kepercayaan. Cara-cara yang bisa dilakukan adalah dengan membuat proses prosedur dan pendaftaran mudah untuk layanan mobile banking di sesuai dengan kebutuhan dan harapan pelanggan, appling layanan mobile banking sistem yang mudah dan cepat didukung oleh karyawan layanan pelanggan yang memahami pentingnya kualitas layanan mobile banking bagi pelanggan, membangun komunikasi dengan pelanggan yang menggunakan layanan mobile banking, menindaklanjuti keluhan konsumen terkait dengan layanan perbankan masalah atau kesalahan sistem mobile, dan memberikan keamanan dan kemudahan kepada konsumen terkait dengan layanan perbankan mobile disediakan. |
| Abtrak (Bhs. Inggris) | The aims of research were to analyze the influence of mobile banking services quality on e-satisfaction, e-trust as well as customers’ loyalty, to analyze the influence of e-satisfaction on customers’ loyalty, to analyze the influence of e-trust on e-satisfaction as well as customers’ loyalty, to analyze the mediating role of e-satisfaction as well as e-trust on the causal relationship between mobile banking services quality and customers’ loyalty, to analyze the mediating role of e-satisfaction on the causal relationship between e-trust and customers’ loyalty. This research was conducted at the branch offices of banks in Purwokerto. Method of study was survey with the sampling technique used was convenience sampling. Population of this research was all banks’ customers in Purwokerto who use mobile 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 Multivariate Regression Model Analysis and Sobel test. Based on the result of data analysis, it could be concluded that mobile banking service quality has a positive influence on e-satisfaction, e-trust as well as customers’ loyalty, e-satisfaction has a positive influence on customers’ loyalty, e-trust has a positive influence on customers’ loyalty as well as e-satisfaction, e-satisfaction as well as etrust mediates the influence of mobile banking services quality on customers’ loyalty, and e-satisfaction no mediates the influence of e-trust on customers’ loyalty. Refers to these conclusions, it could be implied that as an effort to increase the customers’ loyalty, management of branch offices of banks in Purwokerto need to pay attention on mobile banking services quality, the customers’ e-satisfaction and e-trust. The ways that could be done are by making the easy procedure and registration process for mobile banking service in accordance with the customers’ needs and expectations, appling the mobile banking service system that easy and fast supported by the employees of customer service who understand the importance of mobile banking service quality for the customers, building the communication with the customers who use mobile banking services, following up the consumer complaints related to the mobile banking services problems or error system, and providing security and convenience to the consumers associated with the mobile banking services provided. |
| Kata kunci | Mobile Banking Services Quality, E-Satisfaction, E-Trust, Customers’ Loyalty, Banking Companies. |
| Pembimbing 1 | Dr. Pramono Hari Adi, M.S. |
| Pembimbing 2 | Weni Novandari, S.E., M.M. |
| Pembimbing 3 | Dr. Adi Indrayanto, M.Si. |
| Tahun | 2016 |
| Jumlah Halaman | 21 |
| Tgl. Entri | 2016-02-22 16:28:58.084359 |