Budiman, Arief (2019) Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E-Loyalty Nasabah Pengguna Mandiri Online (Survey pada Nasabah Bank Mandiri pengguna Mandiri Online). Magister thesis, Universitas Brawijaya.
Abstract
Kualitas layanan online atau yang sering disebut e-service quality merupakan salah satu isu penting yang dibahas perusahaan sebagai upaya menjaga eksistensi bisnisnya di era digital. E-service quality mengacu pada konsep atau metode untuk mengukur tingkat kepuasan pelanggan dari sebuah penyedia layanan berbasis internet meliputi pembelanjaan, serta penyampaian produk atau jasa. Sebuah sistem jasa atau produk berbasis online yang berkualitas, tentunya akan berdampak pada kepuasan penggunanya, dan kepuasan yang terus menerus dirasakan tentunya akan membentuk sikap loyal untuk terus menggunakan sistem tersebut. Penelitian yang dilakukan mengangkat fenomena dari penggunaan e-banking di Indonesia yang terus meningkat dalam beberapa tahun terakhir. Perbankan terus bersaing dan fokus menyediakan produk e-bankingnya, tidak terkecuali dengan Bank Mandiri. Di awal tahun 2017 Bank Mandiri mengeluarkan produk e-bankingnya berupa mandiri online yang merupakan penyempurnaan dan integrasi dari mandiri internet banking dan mandiri mobile banking. Berdasarkan uraian diatas, maka tujuan penelitian ini adalah untuk menguji konsep e-service quality dengan mengadopsi dimensinya yang terdiri dari efficiency, system availability, privacy, responsiveness, contact, dan web design dari perspektif eksperiensial (pengalaman) pengguna terhadap layanan sistem mandiri online. Mengukur pengaruh e-service quality terhadap esatisfaction dan e-loyalty, serta implementasinya pada sistem mandiri online. Jenis penelitian ini adalah explanatory research dengan pendekatan kuantitatif. Teknik pengumpulan data pada penelitian ini dengan metode survey dengan menyebar kuesioner secara langsung di enam kota yang termasuk dalam Bank Mandiri Area Jember yaitu Jember, Lumajang, Bondowoso, Probolinggo, Situbondo, Banyuwangi. Structural Equation Model (SEM) berbasis Partial Least Square (PLS) digunakan sebagai alat analisis dalam penelitian ini. Hasil penelitian menunjukkan bahwa e-service quality berpengaruh positif dan signifikan terhadap e-satisfaction dan e-loyalty pengguna mandiri online. Kemudian e-satisfaction memediasi secara parsial antara e-service quality dengan e-loyalty pengguna mandiri online. Hasil penelitian pengaruh e-service quality terhadap e-satisfaction dan e-loyalty pengguna mandiri online ini mendukung penelitian sebelumnya. Penelitian ini juga menunjukkan bahwa layanan yang diberikan oleh sistem mandiri online telah berkualitas dan memberikan rasa puas dan loyal terhadap penggunanya.
English Abstract
Online service quality or called e-service quality is one of the important issues discussed by the company as an effort to maintain the existence of its business in the digital era. E-service quality refers to a concept or method to measure the level of customer satisfaction of an internet-based service provider including spending, as well as the delivery of products or services. A quality online-based service or product system will certainly have an impact on the satisfaction of its users, and continued satisfaction will certainly form a loyal attitude to continue using the system. This study raised the phenomenon of the use of e-banking in Indonesia which continues to increase in recent years. Banks continue to compete and focus on providing e-banking products, including Bank Mandiri. In early 2017, Bank Mandiri released its e-banking products consisting of Mandiri online, which is an improvement and integration of mandiri internet banking and mandiri mobile banking. Based on the description above, the purpose of this study is to examine the concept of e-service quality by adopting its dimensions which consist of efficiency, system availability, privacy, responsiveness, contact, and web design from an experiential perspective (experience) of mandiri online user’s. Measuring the effect of e-service quality on e-satisfaction and e-loyalty. As well as knowing whether the services of the online standalone system can be said to be quality so as to provide a sense of satisfaction and a loyal attitude towards its users. This study is a quantitative approach with type of explanatory research. Data used in this study are primary data that collected with survey methods by distributing questionnaires directly in six cities included in Bank Mandiri Area Jember, namely Jember, Lumajang, Bondowoso, Probolinggo, Situbondo, Banyuwangi. Structural Equation Model (SEM) based on Partial Least Square (PLS) are used as an analysis data in this study. The results showed that e-service quality had a positive and significant effect on e-satisfaction and e-loyalty of mandiri online user’s. Then e-satisfaction partially mediates between e-service quality and e-loyalty of mandiri online users. The results of this study confirm previous study that e-service quality had a positive and significant effect on e-satisfaction and e-loyalty. This study also shows that the services provided by the mandiri online system are of high quality and provide a sense of satisfaction and loyalty to its users.
Other obstract
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| Item Type: | Thesis (Magister) |
|---|---|
| Identification Number: | TES/658.834 3/BUD/p/2019/042000757 |
| Uncontrolled Keywords: | CONSUMEN SATISFACTION, QUALITY OF PRODUCTS--MKANAGEMENT, CUSTOMER LOYALTY, INTERNET BANKING, BANKS AND BANKING, MOBILE |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.83 Market research > 658.834 Consumer research > 658.834 3 Consumer attitudes, preferences, reactions |
| Divisions: | S2/S3 > Magister Administrasi Bisnis, Fakultas Ilmu Administrasi |
| Depositing User: | Endang Susworini |
| Date Deposited: | 10 Mar 2020 08:51 |
| Last Modified: | 04 Jan 2022 07:39 |
| URI: | http://repository.ub.ac.id/id/eprint/180224 |
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