Hariansyah, Fajar Akbar (2019) Analisis Pengaruh Kualitas Layanan Mobile Banking Terhadap Kepuasan Dan Loyalitas Nasabah Pada Pengguna Layanan BRI Mobile Bank Rakyat Indonesia Di Kantor Cabang Cirebon. Sarjana thesis, Universitas Brawijaya.
Abstract
Peneilitan ini bertujuan untuk mengetahui pengaruh kualitas layanan BRI Mobile terhadap kepuasan dan loyalitas nasabah Bank Rakyat Indonesia di Wilayah Cirebon. Sampel yang digunakan sebesar 87 responden yang berasal dari nasabah Bank BRI di wilayah Cirebon yang menggunakan layanan BRI Mobile, dengan pemilihan sampel menggunakan teknik purposive sampling. Model E-SQual dan E-Recs-Qual menjadi dasar dalam penelitian ini, namun penggunaan model tersebut telah dimodifikasi agar lebih sesuai dengan objek penelitian. Pengumpulan data dilakukan dengan cara penyebaran kuesioner dan analisis data menggunakan regresi linier berganda dan Kendall-Tau. Hasil penelitian menunjukkan bahwa secara simultan variabel efficiency, system availability, fulfillment, privacy, contact, responsiveness, dan compatibility of mobile device berpengaruh secara signifikan terhadap satisfaction atau kepuasan pengguna sebesar 40,90%. Secara parsial hanya variabel responsiveness dan compatibility of mobile device yang berpengaruh signifikan terhadap kepuasan pengguna. Hasil penelitian juga menunjukkan kepuasan pengguna tersebut berpengaruh secara signifikan terhadap loyalty atau loyalitas pengguna sebesar 32,40%. Berdasarkan hasil penelitian tersebut, maka Bank Rakyat Indonesia (BRI) perlu meningkatkan kualitas layanan BRI Mobile karena dapat berpengaruh terhadap kepuasan pengguna yang akan mendorong loyalitas mereka untuk tetap menggunakan BRI Mobile.
English Abstract
The purpose of this research is to determine influence of BRI Mobile service quality on customer satisfaction and loyalty of Bank Rakyat Indonesia in Cirebon region. 87 respondents were used as samples from BRI Mobile user in Cirebon region and sampling technique use purposive sampling. E-S-Qual and E-Recs-Qual model are used become primary model in this research. The model has been modified to adjust with this research object. The collection of data is obtained from disseminate questionnaire and data analysis use multiple linear regression and Kendall-Tau. The result from this research show that simultaneously efficiency, system availability, fulfillment, privacy, contact, responsiveness, and compatibility of mobile device have significant influence on satisfaction by 40,90%. Partially only responsiveness and compatibility of mobile device which has significant influence on customer satisfaction. The result from this research also show that the customer satisfaction has significant influence on customer loyalty by 32,40%. According to the result, so Bank Rakyat Indonesia must increase their BRI Mobile service quality because it can influence customer satisfaction which will encourage their loyalty to always use BRI Mobile.
Other obstract
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| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FILKOM/2019/163/051902333 |
| Uncontrolled Keywords: | kualitas layanan, kepuasan pengguna, loyalitas, e-s-qual, e-recs-qual, regresi linier, service quality, customer satisfaction, loyalty, e-s-qual, e-recs-qual, linear regressio |
| Subjects: | 300 Social sciences > 332 Financial economics > 332.1 Banks > 332.17 Banking services |
| Divisions: | Fakultas Ilmu Komputer > Sistem Informasi |
| Depositing User: | Nur Cholis |
| Date Deposited: | 18 Sep 2019 06:41 |
| Last Modified: | 24 Oct 2021 04:27 |
| URI: | http://repository.ub.ac.id/id/eprint/169045 |
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