Analisis pengaruh reliability, privacy & security, aplication design, customer service & support, terhadap e- satisfaction dan e-loyalty pada pengguna aplikasi mobilepanin di Bali

auditama, valentino made axel auditama (2021) Analisis pengaruh reliability, privacy & security, aplication design, customer service & support, terhadap e- satisfaction dan e-loyalty pada pengguna aplikasi mobilepanin di Bali. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Dengan semakin berkembangnya zaman, ada banyak sekali perusahaan perbankan yang bergerak untuk membangun aplikasi MobileBanking serta menawarkan berbagai macam inovasi produk. Dari banyaknya fitur yang telah disediakan dalam aplikasi MobileBanking tersebut, tiap perusahaan perbankan berusaha untuk dapat bersaing dan menghadirkan aplikasi MobileBanking sesuai dengan kebutuhan masyarakat pada zaman seperti misalnya saat ini, dimana setiap orang ingin dapat bertransaksi dimanapun dan kapanpun. Berbagai fitur dihadirkan untuk memenuhi kebutuhan tersebut. Seperti berbagai bentuk kegiatan transaksi, dengan keamanan data yang sangat lengkap, desain aplikasi yang mudah dipahami, serta kemudahan untuk mengajukan perihal permasalahan dalam transaksi dan lain sebagainya. Tujuan dari penelitian ini adalah untuk mengetahui pengaruh dari Reliability, Privacy & Security, Aplication Aplication Design, Customer Service & Support terhadap E-Satisfaction dan E-Loyalty. Manfaat dari penelitian ini adalah untuk menambah wawasan khususnya untuk mengetahui seberapa besar pengaruh Reliability, Privacy & Security, Aplication Aplication Design, Customer Service & Support sehingga dapat meningkatkan E-Satisfaction dan E-Loyalty. Adapun penelitian ini merupakan penilitian yang bersifat kausal dengan menggunakan metode kuantitatif dan diolah dengan program statistik yaitu SPSS versi 22.0. Pengumpulan data dilakukan dengan penyebaran kuesioner teknik simple random sampling kepada 150 responden dengan karakteristik berjenis kelamin pria dan wanita, berdomisili di Surabaya, berusia 18-60 tahun (Kotler dan Armstrong, 2009), seta merupakan nasabah dan menggunakan aplikasi MobilePanin di Bali. Kata Kunci: Reliability, Privacy & Security, Aplication Aplication Design, Customer Service & Support, E-Satisfaction, dan E-Loyalty. ABSTRACT With the development of the times, there are many banking companies that are engaged in building Mobile Banking applications and offering various kinds of product innovations. Of the many features that have been provided in the MobileBanking application, each banking company tries to be able to compete and present the MobileBanking application according to the needs of society in an era like today, where everyone wants to be able to transact anywhere and anytime. Various features are presented to meet these needs. Such as various forms of transaction activities, with very complete data security, easy-to-understand application Aplication Designs, and ease of submitting problems in transactions and so on. The purpose of this study was to determine the effect of Reliability, Privacy & Security, Application Aplication Design, Customer Service & Support on E-Satisfaction and E- Loyalty. The benefit of this research is to add insight, especially to find out how much influence Reliability, Privacy & Security, Application Aplication Design, Customer Service & Support have so as to increase E-Satisfaction and E-Loyalty. This research is causal research using quantitative methods and processed with a statistical program, namely SPSS version 22.0. Data was collected by distributing a simple random sampling technique questionnaire to 150 respondents with male and female characteristics, domiciled in Surabaya, aged 18-60 years (Kotler and Armstrong, 2009), and are customers and use the MobilePanin application in Bali. Keywords: Reliability, Privacy & Security, Application Application Design, Customer Service & Support, E-Satisfaction, and E-Loyalty.

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