PENGARUH E-SATISFACTION, E- SERVICE QUALITY DAN E-TRUST TERHADAP E-CUSTOMER LOYALTY DALAM MENGGUNAKAN M-BANKING MUAMALAT DIN (Studi Pada Customer PT. Bank Muamalat Indonesia KCP Antasari)

ADINDA, CAHYA MAHARANI (2024) PENGARUH E-SATISFACTION, E- SERVICE QUALITY DAN E-TRUST TERHADAP E-CUSTOMER LOYALTY DALAM MENGGUNAKAN M-BANKING MUAMALAT DIN (Studi Pada Customer PT. Bank Muamalat Indonesia KCP Antasari). Diploma thesis, UIN Raden Intan Lampung.

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Abstract

ABSTRAK Memberikan satisfaction, service quality, trust kepada nasabah dapat membantu membangun customer loyalty dan mendorong mereka untuk membeli kembali produk atau jasa dalam media elektronik perbankan. Hal yang menunjukkan bagaimana loyalitas nasabah terhadap aplikasi mbanking ditandai dengan penggunaan produk dan jasa pada mbanking tersebut secara berulang dan bersedia merekomendasikannya kepada orang lain. Penelitian ini menggunakan terori TAM (Technology Acceptance Model). Jenis penelitiannya mengguanakan kuantitatif deskriptif dengan menggunakan instrument pengumpulan data kuesioner, dan dokumentasi. Dalam proses analisa menggunakan uji regresi linier berganda guna menguji hipotesis. Dengan jumlah populasi 1.1937 dan jumlah sampel sebaanyak 100 nasabah. Berdasarkan hasil analisa ditemukan bahwa Variabel E-satisfaction berpengaruh positif terhadap E-customer loyalty nasabah Bank Muamalat KCP Antasari. Variabel E-service quality berpengaruh positif terhadap E-customer loyalty nasabah Bank Muamalat KCP Antasari. Variabel E-trust berpengaruh positif terhadap E-customer loyalty nasabah Bank Muamalat KCP Antasari. Dan secara simultan Variabel E-satisfaction, E-service quality E-trust signifikan nilai p-Value yang sangat kecil (0,000) menunjukan bahwa terdapat berpengaruh positif antara variabel independen dengan variabel dependen (E-customer loyalty). Variabel E-satisfaction, E service quality, E-trust, jika diterapkan dengan pendekatan ekonomi islam, dapat memberikan dampak positif dan signifikan pada customer loyalty Kata kunci : E-satisfaction, E-Customer Service, E-trust, E- Customer Loyalty. ABSTRACT Providing satisfaction, service quality, and trust to customers can help build customer loyalty and encourage them to repurchase products or services in electronic banking media. What shows how customer loyalty to mbanking applications is characterized by repeated use of products and services in mbanking and willingness to recommend them to others. This research uses the TAM (Technology Acceptance Model) theory. The type of research uses descriptive quantitative using a questionnaire data collection instrument, and documentation. In the analysis process using multiple linear regression tests to test the hypothesis. With a population of 1937 and a sample size of 100 customers. Based on the results of the analysis, it is found that the E satisfaction Variable has a positive effect on E-customer loyalty of Bank Muamalat KCP Antasari customers. E-service quality variable has a positive effect on E-customer loyalty of Bank Muamalat KCP Antasari customers. E-trust variable has a positive effect on E customer loyalty of Bank Muamalat KCP Antasari customers. And simultaneously the E-satisfaction Variable, E-service quality E-trust significant p-value is very small (0.000) indicating that there is a positive effect between the independent variable and the dependent variable (E-customer loyalty). The variables E-satisfaction, E-service quality, E-trust, if applied with an Islamic economics approach, can have a positive and significant impact on customer loyalty. Keywords: E-satisfaction, E-Customer Service, E-trust, E- Customer Loyalty Translated with.

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