Rizkya, Yunita Anggraini (2024) PENGARUH E- SERVICE QUALITY DAN E-TRUST TERHADAP E-CUSTOMER LOYALTY PADA APLIKASI E-BANKING BANK SYARIAH INDONESIA(BSI) MOBILE DENGAN E-CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING (Studi Pada Nasabah BSI di Bandar Lampung). Diploma thesis, UIN Raden Intan Lampung.
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Abstract
ABSTRAK Loyalitas pelanggan merupakan faktor terpenting untuk kesuksesan jangka panjang sektor perbankan.Pada penelitian ini terdapat masalah pada tingkat penggunaan BSI Mobile terus meningkat,kasus penipuan, dan permasalahan kualitas layanan elektronik (e-service quality) pada layanan BSI Mobile dimana terdapat kendala dari pihak bank yang kurang tanggap dan kurang respon. Penelitian ini menggunakan pendekatan kuantitatif dengan menggunakan data primer dan pengumpulan data dengan menyebarkan kuesioner. Penentu sampel menggunakan rumus Lemeshow sehingga sampel yang dibutuhkan sebanyak 100 responden dan jenis penarikan sampel nonprobability. Alat dalam menganalisis data adalah Structural Equation Modeling-Partial Least Square (SEM-PLS) dengan alat bantu software SmartPLS versi 4.0. Hasil penelitian menunjukkan bahwa E-Service Quality tidak berpengaruh signifikat terhadap E- Customer Loyalty dengan nilai path coefficient variabel yaitu (0,094), p-value(0,329>0,05) dan t�statistik(0,977<1,96).E-trust berpengaruh positif dan signifikat terhadap E-Customer Loyalty dengan path coefficient (0,249),p-value(0,008<0,05) dan t-statistik (2,647>1,96).E-service Quality berpengaruh positif terhadap E-Customer Satisfaction dengan path coefficient (0,484), p�value (0,008<0,05), serta t-statistik (2,663>1,96).E-trust berpengaruh positif dan signifikat terhadap E-Customer Satisfaction dengan path coefficient(0,356),p-value(0,025<0,05) serta t-statistik (2,240>1,96). E�Customer Satisfaction berpengaruh positif dan signifikat terhadap E�Custumer Loyalty dengan path coefficient(0,586),p-value(0,000<0,05),serta t-statistik (6,110>1,96). E-Customer Satisfaction mampu memediasi hubungan positif dan signifikan antara E-Service Quality terhadap E�Loyalty dengan nilai path coefficient(0,283),p-value(0,006<0,05),t�statistik(2,749>1,96). E-Customer Satisfaction mampu memediasi hubungan positif dan signifikan antara E-Trust terhadap E-Loyalty dengan nilai path coefficient (0,209),p-value(0,047<0,05),serta t-statistik(1,984>1,96) . Kata kunci : E-Service Quality, E-Trust, E-Customer Loyalty, E-Customer Satisfaction, BSI Mobile. ABSTRACT Customer loyalty is the most important factor for the long�term success of the banking sector. In this study, there are problems with the increasing level of use of BSI Mobile, fraud cases, and e�service quality problems in BSI Mobile services where there are obstacles from banks that are less responsive and less responsive. This research uses a quantitative approach using primary data and data collection by distributing questionnaires. The sample determinant uses the Lemeshow formula so that the sample required is 100 respondents and the type of nonprobability sample withdrawal. The tool in analyzing data is Structural Equation Modeling-Partial Least Square (SEM-PLS) with SmartPLS software tool version 4.0. The results showed that E-Service Quality has no significant effect on E-Customer Loyalty with a variable path coefficient value of (0.094), p-value (0.329>0.05) and t-statistic (0.977>1.96).E-trust has a positive and significant effect on E-Customer Loyalty with path coefficient (0.249), p-value (0.008<0.05) and t-statistic (2.647>1.96). E-service Quality has a positive effect on E-Customer Satisfaction with path coefficient (0.484), p-value (0.008 <0.05), and t-statistic (2.663> 1.96).E-trust has a positive and significant effect on E�Customer Satisfaction with path coefficient (0.356), p-value (0.025 <0.05) and t-statistic (2.240> 1.96). E-Customer Satisfaction has a positive and significant effect on E-Customer Loyalty with path coefficient (0.586), p-value (0.000 <0.05), and t-statistic (6.110>1.96). E-Customer Satisfaction is able to mediate a positive and significant relationship between E-Service Quality and E-Loyalty with a path coefficient value (0.283), p-value (0.006 <0.05), t-statistic (2.749> 1.96). E-Customer Satisfaction is able to mediate a positive and significant relationship between E-Trust and E-Loyalty with a path coefficient value (0.209), p-value (0.047 <0.05), and t-statistic (1.984>1.96). Keywords: Electronic Service Quality, Electronic Trust, Electronic Customer Loyalty, Electronic Customer Satisfaction, BSI Mobile.
Item Type: | Thesis (Diploma) |
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Subjects: | Perbankan Syariah |
Divisions: | Fakultas Ekonomi dan Bisnis Islam > Perbankan Syariah |
Depositing User: | LAYANAN PERPUSTAKAAN UINRIL REFERENSI |
Date Deposited: | 09 Oct 2024 03:53 |
Last Modified: | 09 Oct 2024 03:53 |
URI: | https://repository.radenintan.ac.id/id/eprint/35769 |
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