Analisis pengaruh system quality, information quality dan service quality terhadap customer loyalty melalui user satisfaction pada pelanggan m-bca di Surabaya

Setio, Ivan (2018) Analisis pengaruh system quality, information quality dan service quality terhadap customer loyalty melalui user satisfaction pada pelanggan m-bca di Surabaya. Bachelor thesis, Universitas Pelita Harapan Surabaya.

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Abstract

Kehadiran internet melakukan banyak perubahan dalam kehidupan manusia, khususnya di sektor perbankan. Saat ini, nasabah semakin dipermudah dengan adanya layanan perbankan yang bisa diakses kapan saja dan di mana saja. Nasabah bisa menjalankan berbagai keperluan perbankan yang diinginkan tanpa perlu datang ke bank yang bersangkutan ataupun pergi ke ATM. Dengan menggunakan ponsel yang terhubung internet, nasabah bisa mengecek saldo, melakukan transfer dana, dan melakukan beberapa layanan perbankan lainnya. Jenis layanan ini yang dikenal sebagai mobile banking. Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh System Quality, Information Quality, dan Service Quality terhadap Customer Loyalty melalui User Satisfaction. Manfaat yang diharapkan dari penelitian ini adalah menambah khasanah ilmu pengetahuan di bidang manajemen khususnya seberapa besar System Quality, Information Quality, dan Service Quality sehingga meningkatkan user satisfaction yang pada akhirnya akan meningkatkan loyalitas dari M-BCA. Penelitian ini merupakan penelitian kausal. Metode penelitian yang digunakan adalah metode kuantitatif dengan pengolahan data menggunakan AMOS. Pengumpulan data dilakukan dengan penyebaran kuesioner kepada 115 responden dengan karakteristik responden pria dan wanita berumur 18-60 tahun, berdomisili di Surabaya, dan menggunakan M-BCA selama 6 bulan terakhir. Hasil penelitian menunjukkan bahwa variabel System Quality berpengaruh signifikan terhadap User Satisfaction dengan koefisien regresi sebesar 0.405; variabel Information Quality berpengaruh signifikan terhadap User Satisfaction dengan koefisien regresi sebesar 0.339; variabel Service Quality berpengaruh signifikan terhadap User Satisfaction dengan koefisien regresi sebesar 0.345; variabel User Satisfaction berpengaruh signifikan terhadap Customer Loyalty dengan koefisien regresi sebesar 0.820. Rekomendasi utama yang dilakukan untuk objek penelitian ini adalah penggunaan M-BCA harus ditingkatkan mengenai jam offline sistem M-BCA yang mengakibatkan pelanggan tidak dapat menerima transfer dalam jam – jam tertentu. Hal tersebut dikarenakan variabel system quality dalam penelitian ini merupakan yang terpenting / The presence of the internet requires an atmosphere in human life, especially in the banking sector. Nowadays, customers are further facilitated by the existence of banking services that can be accessed anytime and anywhere. Customers can run the various needs desired without the need to come to a designated bank or go to an ATM. By using a connected internet, you can check balances, transfer funds, and perform some other banking services. This type of service is known as mobile banking. This study aims to determine how the influence of System Quality, Information Quality, and Service Quality to Customer Loyalty through User Satisfaction. The expected benefit of this research is to increase the repertoire of science in the field of management, especially how much System Quality, Information Quality, and Service Quality so as to increase user satisfaction which will ultimately increase the loyalty of M-BCA. This research is a causal research. The research method used is quantitative method with data processing using AMOS. Data collection was done by distributing questionnaires to 115 respondents with characteristics of male and female respondents aged 18-60 years, domiciled in Surabaya, and using M-BCA for the last 6 months. The results showed that the variables of System Quality significantly influence the User Satisfaction with regression coefficient of 0.405; Information Quality variables significantly influence User Satisfaction with regression coefficient of 0.339; Service Quality variables significantly influence User Satisfaction with regression coefficient of 0.345; User Satisfaction variable has a significant effect on Customer Loyalty with regression coefficient of 0.820. The main recommendation used for offline systems is M-BCA which has customers unable to receive transfers within certain hours. This is because the variable quality system in this study is the most important

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