Determinasi Kepuasan Nasabah Elektronic Mobile Banking Bank Syariah Indonesia (pendekatan E Service Quality )

Kristi Fiki Andrayani, Nihayatu Aslamatis Solekah

Abstract

Abstrak

Tujuan – menganalisis electronic service quality dengan dimensi Site Organization, Responsivenes, Reliability, User’s Freindlines, Personal Needs, Efficiency terhadap kepuasan nasabah electronic mobile banking bank syariah Indonesia cabang Suhat Kota Malang. Desain/metodologi/pendekatan – penelitian ini menggunakan 120 nasabah sebagai responden dengan pendekatan purposive sampling dengan ketentuan telah berusia 17 tahun dan menggunakan layanan mobile banking BSI minimal 3 kali. Data penelitian dianalisa dengan menggunakan regresi linier berganda Temuan – hasil penelitian menunjukkan bahwa e service quality dengan dimensi Site Organization, Responsivenes, dan User’s Freindlines berpengaruh terhadap kepuasan nasabah, sedangkan dimensi Reliability, Personal Needs, dan Efficiency tidak berpengaruh terhadap kepuasan nasabah. Keterbatasan/implikasi – implikasi hasil temuan ini menunjukkan bahwa tampilan yang menarik pada mobile banking saja tidak cukup apabila tidak diiringi dengan kehandalan sistem electronic mobile banking yang baik pula. Penelitian ini memiliki keterbatasan pada alasan mendalam dari responden untuk memberikan umpan balik kepuasan mereka pada e servqual diantaranya disebabkan penyebaran kuisioner berbasis online mengingat adanya peraturan PPKM untuk menekan penyebaran covid-19 pada saat penelitian ini dilakukan.

Kata Kunci: E Service Quality, Kepuasan Nasabah

 

Abstract

Objective- to analyze electronic service quality with the dimensions of Site Organization, Responsivenes, Reliability, User's Freindlines, Personal Needs, Efficiency on customer satisfaction of electronic mobile banking at the Indonesian Islamic bank branch Suhat Malang City. Design / Research - This study uses 120 customers as respondents with a purposive sampling approach provided that they are 17 years old and use BSI's mobile banking services at least 3 times. The research data were analyzed using multiple linear regression. Finding- the results showed that e service quality with the dimensions of Site Organization, Responsiveness, and User's Freindlines had an effect on customer satisfaction, while the dimensions of Reliability, Personal Needs, and Efficiency had no effect on customer satisfaction. Limitations / implications - The implications of these findings indicate that an attractive appearance on mobile banking alone is not enough if it is not accompanied by a good reliability of the electronic mobile banking system. This study has limitations on the in-depth reasons of respondents to provide feedback on their satisfaction on e-servqual, including due to the distribution of online-based questionnaires considering the PPKM regulations to suppress the spread of covid-19 at the time this research was conducted.

Keywords: E Service Quality, Kepuasan Nasabah

Article Metrics

Abstract view : 0 times
PDF view : 0 times

Full Text:

PDF

References

Anderson, RE., & Srinivasan, SS. 2003. E-Kepuasan Dan E-Loyalty Kerangka Kontingensi. Psikologi Dan Pemasaran, 20(2), 123–38

Anindhita, I.B. 2019. Pengaruh Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Nasabah Bank Pengguna E-Banking. Jurnal Ekonomi, 2(1),1– 14.

Arcand, M., Sandrine., Brun, I., & Rajaobelina, L. 2017. Mobile Banking Service Quality and Customer Relationships. International Journal of Bank Marketing, 35(7),1066–87

Black, C., & Vincent. 2014. Karakteristik Layanan. Jurnal Pemasaran Jasa, 28(3), 276–91

Famiyeh, S., Darko, D., & Kwarteg, A., 2017. Service Quality, Customer Satisfaction, and Loyalty in the Banking Sector. International Journal of Quality & Reliability Management, 8(1),117-127.

Fany, E.P., & Tricahyono, D. 2014. Pengaruh Kualitas Layanan Elektronik ( E -Servqual ) Terhadap Kepuasan Nasabah Pengguna Mobile Banking ( Studi Kasus Pada Bri Unit Jatiwaringin Cabang Kramat Jati Jakarta Timur

Hammoud, J., Rima, M, B., & Ibrahim E, B. 2018. The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector. Jurnal Marketing, 8(3), 218-230

Herington, C., & Weaven, S. 2009. Kualitas Layanan Elektronik Dan Pentingnya Kepuasan Nasabah. Jurnal Pemasaran Eropa, 43(12), 20–31.

Lee, G-g., &, Lin, H-fen., 2005. Customer Perceptions of E-Service Quality in Online Shopping. Jurnal Market, 33(2), 161–76.

Muslim, A., 2016. Internet Banking Service Quality and Its Implication on ECustomer Satisfaction and e-Customer Loyalty. International Journal of Bank Marketing, 34(3), 280–306.

Raza, S A., Amna,U., Muhammad, A, Q., & Abdul, S, Da., 2020. Internet Banking Service Quality, e-Customer Satisfaction and Loyalty: The Modified e-SERVQUAL Model. TQM Journal, 32(6), 1443–66.

Rowley, J. 2016. Pemasaran Informasi. Jurnal Teknologi Informasi, 23(1), 54-67

Sethio, D, E., & Siagian, H. 2018. Pengaruh Kualitas Layanan Elektronik Terhadap Loyalitas Pelanggan Melalui Perceived Value Dan Kepuasan Pelanggan Tokopedia. AGORA, 6(2), 114-120.

Trisnawati, O., & Fahmi, S., 2017. Pengaruh Kualitas Layanan Elektronik ( E-Servqual ) Terhadap Kepuasan Nasabah Pengguna Mobile Banking. Jurnal Pemasaran, 4(1), 174–84

Trisya, R., & Teofilus. 2016. Pengarus Dimensi Kualitas Layanan Elektronik Terhadap Nilai Jasa Yang Diterima Dan Kepuasan Konsumen ( Studi Empiris: Aplikasi GO-JEK). Jurnal Entrepreneur dan Entrepreneurship 5(1), 33–44

Yusnaini. 2010. Pengaruh Kualitas Pelayanan Internet Banking Terhadap Kepuasan Dan Loyalitas Konsumen Pada Bank Swasta. Jurnal Dinamika Akuntansi, 2(1), 130-145.

Zeithaml et al., 2002. Kualitas Layanan Pengiriman Melalui Web Aitus Tinjauan Kritis Terhadap Pengetahuan Yang Masih Ada. Jurnal Akademika Ilmu Pemasaran, 30(3), 62–75.

Refbacks

  • There are currently no refbacks.