Investigasi Penentu Loyalitas Nasabah Terhadap Adopsi Mobile Banking: Bukti Empiris Aplikasi Brimo di Surabaya
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Regi, Novela Clarensa
Subject
332.12 - BANKS & BANKING
Datestamp
2023-10-09 03:04:36
Abstract :
Bank Rakyat Indonesia (BRI) is a clear example of a bank that has utilized information technology as an additional service provided to improve customer experience in online transactions via the internet, namely through mobile banking applications. The implementation of mobile banking is a form of Bank BRI's commitment in providing good quality electronic services, and can be felt and assessed by customers who have used it. This assessment can then affect their level of satisfaction. Based on this, it then encourages researchers to examine the effect of e-service quality of mobile banking offered by Bank BRI on the satisfaction and loyalty of mobile banking users. This assessment can then affect their level of satisfaction. Based on this, it then encourages researchers to examine the effect of the quality of mobile banking electronic services (e-service quality) offered by Bank BRI on the satisfaction and loyalty of mobile banking users. This study is intended to analyze the effect of electronic service quality on customer satisfaction and its impact on customer loyalty. The questionnaire items used were 25 items. Data collection was carried out by distributing questionnaires to BRI Bank customers using the BRimo mobile banking application with a sample of 155 people determined by the nonprobability sampling method with purposive sampling techniques. The analysis technique used is Structural Equation Modeling Partial Least Square (SEM-PLS) with WarpPLS 8.0 application. The results obtained in this study are: (1) The relationship between e-service quality has a positive and significant effect on customer satisfaction. (2) The relationship of e-service quality has a positive and significant effect on customer loyalty. (3) Customer satisfaction relationship has a positive and significant effect on customer loyalty.
Bank Rakyat Indonesia (BRI) is a clear example of a bank that has utilized information technology as an additional service provided to improve customer experience in online transactions via the internet, namely through mobile banking applications. The implementation of mobile banking is a form of Bank BRI's commitment in providing good quality electronic services, and can be felt and assessed by customers who have used it. This assessment can then affect their level of satisfaction. Based on this, it then encourages researchers to examine the effect of e-service quality of mobile banking offered by Bank BRI on the satisfaction and loyalty of mobile banking users. This assessment can then affect their level of satisfaction. Based on this, it then encourages researchers to examine the effect of the quality of mobile banking electronic services (e-service quality) offered by Bank BRI on the satisfaction and loyalty of mobile banking users. This study is intended to analyze the effect of electronic service quality on customer satisfaction and its impact on customer loyalty. The questionnaire items used were 25 items. Data collection was carried out by distributing questionnaires to BRI Bank customers using the BRimo mobile banking application with a sample of 155 people determined by the nonprobability sampling method with purposive sampling techniques. The analysis technique used is Structural Equation Modeling Partial Least Square (SEM-PLS) with WarpPLS 8.0 application. The results obtained in this study are: (1) The relationship between e-service quality has a positive and significant effect on customer satisfaction. (2) The relationship of e-service quality has a positive and significant effect on customer loyalty. (3) Customer satisfaction relationship has a positive and significant effect on customer loyalty.
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