Pengaruh internet banking service quality terhadap e-customer satisfaction dan e-customer loyalty terhadap lembaga keuangan (bank BCA, Mandiri, dan BNI)

Thongson, Grace Jelian and Darmawan, Iron Wesly and Florensia, Vivianta (2020) Pengaruh internet banking service quality terhadap e-customer satisfaction dan e-customer loyalty terhadap lembaga keuangan (bank BCA, Mandiri, dan BNI). Bachelor thesis, Universitas Pelita Harapan.

	Text (Abstract) Title.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (1MB)
Preview	Text Abstract.pdf Download (224kB) | Preview
Preview	Text (ToC) ToC.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (260kB) | Preview
Preview	Text (Chapter1) Chapter1.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (352kB) | Preview
	Text (Chapter2) Chapter2.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (366kB)
	Text (Chapter3) Chapter3.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (418kB)
	Text (Chapter4) Chapter4.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (398kB)
	Text (Chapter5) Chapter5.pdf Restricted to Registered users only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (184kB)
Preview	Text (Bibliography) Bibliography.pdf Available under License Creative Commons Attribution Non-commercial Share Alike. Download (256kB) | Preview
	Text (Appendices) Appendices.pdf Restricted to Repository staff only Available under License Creative Commons Attribution Non-commercial Share Alike. Download (481kB)

Abstract

Kehidupan manusia zaman ini tidaklah luput dari perkembangan teknologi dan digital. Perusahaan-perusahaan pun turut terlibat dalam perkembangan teknologi dan mengembangkan produk berbasis teknologi untuk memenuhi kebutuhan konsumen yang beragam. Lembaga keuangan, khususnya bank juga ikut dalam perkembangan teknologi, salah satunya adalah dengan adanya internet banking. Berdasarkan fenomena tersebut, maka permasalahan yang muncul adalah apakah kualitas layanan internet banking berpengaruh positif terhadap kepuasan konsumen, apakah kualitas layanan internet banking berpengaruh positif terhadap loyalitas konsumen, dan apakah kepuasan konsumen berpengaruh positif terhadap loyalitas konsumen. Dengan demikian, tujuan dari penelitian ini adalah untuk menguji variabel kualitas layanan internet banking pada lembaga keuangan memiliki pengaruh positif terhadap peningkatan kepuasan konsumen dan loyalitas konsumen . Penelitian ini merupakan replikasi dari penelitian sebelumnya yang pernah dilakukan oleh Muslim Amin, 2015 di Malaysia. Dalam penelitian ini terdapat satu variabel bebas dengan sembilan indikator valid yang digunakan sebagai ukuran dalam menguji layanan kualitas internet banking pada lembaga keuangan, khususnya pada bank BCA, Mandiri, dan BNI. Pengujian dilakukan dengan alat analisa yaitu Smart-Partial Least Square (Smart-PLS) yang mampu menunjukkan validitas konvergen dan diskriminan, reliabilitas, outer loading, r- square, dan pengujian hipotesis berdasarkan analisa t-statistik. Hasil analisa data menyatakan bahwa kualitas layanan internet banking berpengaruh positif terhadap kepuasan konsumen dan loyalitas konsumen, kepuasan konsumen berpengaruh positif terhadap loyalitas konsumen. Ketiga hipotesis dari penelitian ini diterima. Nilai R-square menunjukkan pengaruh internet banking service quality terhadap e-customer satisfaction adalah sebesar 56.9%, sedangkan pengaruh Internet banking service quality terhadap e-customer loyalty sebesar 72.4%. Berdasarkan hasil ini disarankan agar pihak lembaga keuangan untuk lebih memusatkan perhatian pada peningkatan kualitas layanan internet banking demi meningkatkan kepuasan konsumen dan loyalitas konsumen. / People nowadays can not be separated from the development of technologies. Many firms also contribute in the development of technologies, by expanding their products based on technology to fulfill the variety of customer’s needs. Financial institution, especially bank also join in this technological development, one of them is internet banking. Based on that phenomenon, the problems are do internet banking service quality have positive impact on e-customer satisfaction, do internet banking service quality have positive impact on e-customer loyalty, and does e-customer satisfaction has positive impact on e-customer loyalty. The purpose of this research is to examine the positive impact of internet banking service quality’s variable of financial institution (BCA, Mandiri and BNI banks) on increasing customer satisfaction and customer loyalty. This study is a replication from the prior research whose conducted by Muslim Amin on 2015 in Malaysia. This study has one independent variable with nine indicators which used as a measure in testing the internet banking service quality of financial institution, particularly at BCA, Mandiri, and BNI banks. The test was carried out with an analysis tool namely Smart-Partial Least Square (Smart-PLS) is able to show convergent and discriminant validity, reliability, outer loading, r-square, and hypothesis testing based on t-statistical analysis. The result of data analysis showed that internet banking service quality do have a positive impact on e- customer satisfaction, internet banking service quality have positive impact on e- customer loyalty, and e-customer satisfaction has positive impact on e-customer loyalty. All of three hypothesis from this research are confirmed. The value of R- square shows the impact of internet banking service quality on e-customer satisfaction is 56.9%, and the impact of internet banking service quality on e- customer loyalty is 72.4%. Based on these results, it is recommended that financial institutions to focus more on improving the quality of internet banking services in order to increase customer satisfaction and customer loyalty.

Actions (login required)

View Item