Sulaksono, Anggoro (2018) Pengaruh Website Usability Terhadap Kualitas Layanan, Kepuasan, Kepercayaan Dan Loyalitas Nasabah (Studi Terhadap Pengguna Internet Banking Di Lima Bank Besar Indonesia 2016). Doctor thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk menguji dan menjelaskan perilaku penguna layanan internet banking di Indonesia, khususnya berkaitan dengan pengaruh website usability. Nasabah lima bank besar diambil sebagai sampel penelitian; yakni BCA, Mandiri, BNI, Maybank Indonesia, dan CIMB Niaga. Pemahaman perilaku nasabah dalam menggunakan layanan internet banking dipandang semakin penting bagi bank, khususnya pengaruh website usability terhadap variabel-variabel lain termasuk loyalitas nasabah, mengingat adanya karakteristik yang berbeda dengan layanan perbankan konvensional. Penelitian ini mengajukan suatu model penyediaan layanan internet banking yang mengintegrasikan website usability dengan beberapa variabel dari penelitian terdahulu, yakni kualitas layanan, kepuasan, kepercayaan, dan loyalitas nasabah. Pengujian model dilakukan secara empiris melalui sampel 249 pengguna layanan internet banking yang diperoleh melalui survei online. Analisis data dilakukan melalui pendekatan structural equation modeling (SEM) dengan perangkat AMOS 21.0. Hasil penelitian menemukan bahwa website usability berpengaruh signifikan terhadap kualitas layanan, kepuasan nasabah, dan loyalitas nasabah. Akan tetapi website usability ditemukan berpengaruh tidak signifikan terhadap kepercayaan. Kualitas layanan ditemukan berpengaruh signifikan terhadap kepuasan nasabah, kepercayaan, dan loyalitas nasabah. Kepuasan nasabah ditemukan berpengaruh signifikan terhadap kepercayaan dan loyalitas nasabah. Kepercayaan ditemukan berpengaruh signifikan terhadap loyalitas nasabah. Hasil penelitian menggaris-bawahi pentingnya website usability dalam membentuk loyalitas nasabah, serta peran kepercayaan sebagai mediasi dalam hubungan kepuasan-loyalitas.
English Abstract
This study objectives were to examine and explain the behavior of internet banking services users in Indonesia, especially about the website usability impact. Customers of five major banks were filtered as research samples; namely BCA, Mandiri, BNI, Maybank Indonesia, and CIMB Niaga. Understanding of customer behavior in using internet banking services is seen as increasingly important for banks as service providers, given its different characteristics from conventional banking services especially the impact of website usability to other variables including customer loyalty. This study proposed a model of internet banking services provision that integrate multiple variables from previous studies, i.e. the website usability, service quality, satisfaction, trust, and customer loyalty. Model testing was done empirically through the sample 249 users of Internet banking services obtained through online surveys. Data analysis was carried out using structural equation modeling (SEM) with AMOS 21.0. The research found that website usability have significant effect on service quality, satisfaction, and customer loyalty. But website usability was found to have no significant effect on trust. Service quality was found to have significant effects on satisfaction, trust, and customer loyalty. Satisfaction was found to significantly influence customers' trust and loyalty. Trust was found to have a significant effect on customer loyalty. The results of the study underlined the importance of website usability in building customer loyalty, as well as the mediating role of trust in the relationship between satisfaction-loyalty.
Other obstract
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| Item Type: | Thesis (Doctor) |
|---|---|
| Identification Number: | DIS/332.7/SUL/p/2018/061911362 |
| Uncontrolled Keywords: | Website usability, kualitas layanan, kepuasan nasabah, kepercayaan, loyalitas nasabah, internet banking,-Website usability, service quality, satisfaction, trust, customer loyalty, internet banking. |
| Subjects: | 300 Social sciences > 332 Financial economics > 332.1 Banks > 332.17 Banking services |
| Divisions: | S2/S3 > Doktor Ilmu Administrasi, Fakultas Ilmu Administrasi |
| Depositing User: | Endang Susworini |
| Date Deposited: | 14 Feb 2022 02:50 |
| Last Modified: | 14 Feb 2022 02:50 |
| URI: | http://repository.ub.ac.id/id/eprint/189744 |
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