Pengaruh Kualitas Pelayanan, Reputasi Perusahaan, Dan Kepuasaan Nasabah Dalam Menciptakan Loyalitas Nasabah Pada Penggunaan Mobile Banking Di Pt Bank Xyz (original) (raw)

Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Pada Bank Xyz

Jurnal Manajemen Bisnis dan Kewirausahaan, 2019

Communities are increasingly selective in choosing banking services to place their own funds in order to avoid the risk of loss due to poor performance of a bank. Quality services can increase the satisfaction and loyalty of the company so it is expected to encourage the company's success to win the competition. This study aims to analyze the effect of service quality variables consisting of dimensions of reliability, responsiveness, assurance, empathy, and physical evidence of customer satisfaction and loyalty. Data analysis used multiple linier regression analysis method with 100 bank customer XYZ sample as respondent. The sampling technique using simple random sampling. Validity and reliability tests are used in testing of research instruments as well as testing classical assumptions in the form of normality test, heterokedastisity test, and linearity test. The results showed that the quality of service has a positive and significant impact on loyalty through customer satisfaction and satisfaction have a positive and significant impact on customer loyalty.

Loyalitas Nasabah Dari Kemudahan Penggunaan Mobile Banking

2021

Sitasi Cantuman: Parera, N. O., Susanti, E. (2021). Customer Loyalty based on Mobile Banking Usability. International Journal of Digital Entrepreneurship and Business (IDEB), 2 (1), 39 – 48. Tujuan penelitian ini adalah untuk menguji loyalitas nasabah dari kemudahan penggunaan mobile banking yang dimediasi oleh kepuasan nasabah. Data dikumpulkan dalam sebuah survey dari nasabah pengguna M-Banking. Kuesioner digunakan dengan melibatkan 105 responden dan dilakukan pada bulan Februari – Agustus 2020. Hasil dari penelitian ini menunjukan bahwa nasabah yang mudah dalam menggunakan M-Banking dapat kepuasan loyalitas nasabah dan nasabah yang puas terhadap penggunaan M-Banking maka akan menimbulkan loyalitas pada bank tersebut. Dengan melihat perubahan pola konsumsi nasabah ke penggunaan layanan perbankan berbasis teknologi, maka bank sebagai penyedia jasa layanan perlu menyediakan aplikasi yang mudah, aman dan cepat seperti internet banking dan M-Banking. Originalitas penelitian ini menguj...

Strategi Bank Xyz Dalam Meningkatkan Loyalitas Nasabah

2017

XYZ Bank branch is trying to improve customer loyalty by focusing on service quality and customer satisfaction. To be able to answer the problem, the data were collected from 150 respondents from XYZ Bank branch by using a questionnaire. Furthermore, the data were analyzed using Structural Equation Modeling (SEM) analysis techniques. The results of analysis showed that (1) the service quality empirically affected satisfactions; (2) the service quality affected customer loyalty; and, (3) the customer satisfaction affected customer loyalty. Password: Service Quality, Satisfaction, Customer Loyalty

Pengaruh Kualitas Layanan, Nilai Nasabah, Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah Pengguna Layanan Mobile Banking Syariah

Jurnal Sains Pemasaran Indonesia, 2020

This study analyzes the effect of service quality, customer value, trust and satisfaction on customer loyalty at Bank Syariah Mandiri. The problem in this research is: how to increase customer loyalty of mobile banking service users at BSM. This study used 100 respondents using mobile banking services at BSM in the city of Semarang. Data analysis using SEM with the Smart PLS 3 computer program. The results showed that, among other things, service quality had a positive and insignificant effect on loyalty. Customer value has a positive and significant effect on loyalty. The effect of trust on customer loyalty has a positive and insignificant effect. Meanwhile, satisfaction has a positive and significant effect on loyalty.

Pengaruh Pelayanan Dan Kepuasan Terhadap Loyalitas Nasabah Kredit Pada Pt. BPR X

Jurnal Manajemen Industri dan Logistik, 2018

The purpose of this study is to determine how much influence between the services provided and the level of satisfaction obtained on loyalty of credit customers at PT. BPR X. Techniques used in collecting data is using the method of field observation, interviews to respondents and the distribution of questionnaires. The population used in this research is credit customers of PT. BPR X which amounted to 386 credit customers, sampling technique used is a purposive method obtained by the sample of 60 respondents or by 15% of the population. Methods of data analysis using multiple linear regression analysis, correlation test, determinant test, partial t test and multiple F test. The result of multiple linear regression analysis shows that Y = 0,254 + 0,474 X1 + 0,445 X2 meaning without Xeria veriabel (service) and X2 (satisfaction) then variable Y (satisfaction) remain 0,254. Based on the correlation test results of correlation value of 0,533 which means having a medium relationship in accordance with the criterion limits that have been determined at the correlation interval (0.40-0.59 category strong enough). The determinant test shows the value of R square of 0.284, which means the influence of service variables and satisfaction on the loyalty variable is 28.4%, the rest of 71.6 % is influenced by other independent variables which are not included in this research that is the level of competition, market demand , price, promotion, and so on. The result of t test is obtained by t value of service variable (2,169)> t-table (1,671) with significance value 0,034 below 0,05 hence it shows that service variable does not have significant influence to loyalty and obtained value t-count variable customer satisfaction (3.653)> t-table (1,671) with a significance value of 0.001 below 0.05 then it shows that customer satisfaction variables does not significantly influence loyalty. The result of F test shows that service (X1) and customer satisfaction (X2) have positive effect and significant on Customer loyalty (Y), this is proven by F test calculation obtained F count = 11,313 bigger than Ftable 2,370. The significant level obtained is (0,000) this value can be said to be absolutely significant because it is valued at 0,000 and smaller than the significant standard (5% or 0.05

Peran Layanan Mobile Banking dalam Meningkatkan Kepuasan dan Loyalitas Nasabah Bank Syariah

Jurnal Muhammadiyah Manajemen Bisnis, 2021

Penelitian ini bertujuan mengetahui kualitas layanan mobile banking dalam meningkatkan kepuasan nasabah dan dampaknya terhadap loyalitas nasabah bank syariah. Metode Partial Least Square (PLS) digunakan sebagai metode analisis data guna mengetahui sejauh mana peningkatan kepuasan nasabah dapat berperan sebagai variabel intervening dalam mempengaruhi kualitas layanan terhadap loyalitas nasabah. Sampel penelitian diperoleh dari nasabah Bank Syariah Mandiri kantor cabang Tomang. Hasil penelitian ini menunjukkan bahwa kualitas layanan mobile banking berpengaruh signifikansi terhadap kepuasan nasabah namun tidak berpengaruh langsung terhadap loyalitas nasabah. Meskipun demikian, kualitas layanan mobile banking tetap berpengaruh secara tidak langsung terhadap loyalitas nasabah melalui peran kepuasan nasabah. Hal ini menunjukkan bahwa kepuasan nasabah memediasi kualitas layanan mobile banking terhadap loyalitas nasabah bank syariah Kata kunci: kualitas layanan mobile banking, kepuasan nasabah, loyalitas nasabah

Peran Layanan Mobile Banking Dalam Meningkatkan Kepuasan Dan Loyalitas Nasabah Bank Syariah (Studi Kasus Bank Syariah Mandiri Kantor Cabang Tomang)

Jurnal Muhammadiyah Manajemen Bisnis

Pengaruh Kualitas Layanan Mobile Banking Dan Tingkat Kepercayaan Terhadap Kepuasan Nasabah Bank NTB Syariah Cabang Sumbawa

2020

This study aims to determine the effect partially and simultaneouslyquality of mobile banking services and level of confidence in customer satisfactionBank NTB Syariah, Sumbawa Branch. This research is descriptive researchquantitative. The type of data used is primary data obtained from the resultsdistributing questionnaires to customers of Bank NTB Syariah, Sumbawa Branch.The sample in the study was 100 respondents who were user customersBank NTB Syariah Sumbawa Branch mobile banking service. Data analysis methodused is multiple linear regression which includes partial test, simultaneous test, and testthe coefficient of determination. The results showed that partially and simultaneouslyservice quality and customer trust level have a positive and significant effectto customer satisfaction of users of mobile banking services. Apart from that, abilityindependent variable in explaining the dependent variable based on the value of Adjusted R Square76.9% and the remaining 23.1% is influe...

Pengaruh Relationship Marketing Dan Layanan Mobile Banking Terhadap Loyalitas Nasabah Dengan Citra Perusahaan Sebagai Variabel Moderating (Studi Pada Bank Bni Syariah Kantor Cabang Yogyakarta)

2019

Menerapakan strategi relationship marketing dalam dunia perbankan sangat penting karena akan menciptakan loyalitas nasabah yang tinggi. Tidak hanya itu, perbankan juga harus mengikuti perkembangan teknologi supaya mampu bersaing dengan perusahaan lain. Dengan aplikasi mobile banking sangat membantu nasabah dalam mengakses informasi mengenai perbankan. Adanya kemudahan akses tersebut dapat menciptakan loyalitas nasabah khususnya pada generasi milenial. Namun tidak hanya relationship marketing dan layanan mobile banking, perusahaan juga sangat perlu memperhatikan citra perusahaan sebab citra perusahaan merupakan kunci utama dalam mempertahankan loyalitas nasabah. Penelitian ini bertujuan untuk mengetahui pengaruh relationship marketing, layanan mobile banking terhada loyalitasn nasabah dengan citra perusahaan sebagai variabel moderating. Objek penelitian yang digunakan dalam penelitian ini adalah nasabah Bank BNI Syariah Kantor Cabang Yogyakarta yang berjumlah 76 orang. Penelitian ini...

Pengaruh Citra Perusahaan, Kualitas Layanan dan Kepuasan Nasabah terhadap Loyalitas Penggunaan BNI Mobile Banking (Studi Kasus BNI Kantor Cabang Harmoni)

Jurnal Manajemen Bisnis dan Kewirausahaan

The purpose of this research is to find out the effect of corporate image, service quality, and customer satisfaction on the loyalty of BNI Mobile Banking use. The sampling technique used in this research is nonprobability sampling by accidental sampling using a quantitative approach by distributing questionnaires to 100 respondents. The data analysis method used in this research is multiple regression analysis. For operational variables using the Likert scale method of validity used a computer measuring instrument that is SPSS 26.0. The results showed that all independent variables have a simultaneous effect on the loyalty of BNI Mobile Banking usage positively and also have a positive effect on the loyalty of BNI Mobile Banking usage. Thus, corporate image, service quality, and customer satisfaction have positive affect and significance on the loyalty of BNI Mobile Banking usage, where the corporate image is the most dominant variable with a value of 0.342. Penelitian ini bertujua...

Pengaruh Kualitas Pelayanan, Reputasi Perusahaan, Dan Kepuasaan Nasabah Dalam Menciptakan Loyalitas Nasabah Pada Penggunaan Mobile Banking Di Pt Bank Xyz (original) (raw)

Related papers