Pengaruh Kualitas Layanan Mobile Banking terhadap Kepuasan dan Loyalitas Nasabah Bank BUMN di Makassar

Rezki Arianty Akob(1*), Zulfikry Sukarno(2),

(1) Sekolah Tinggi Ilmu Ekonomi Makassar Bongaya, Makassar, South Sulawesi
(2) Sekolah Tinggi Ilmu Ekonomi Makassar Bongaya, Makassar, South Sulawesi
(*) Corresponding Author

Abstract


Advances in banking technology provide convenience for customers through operational services in the form of mobile banking that allows customers to perform banking transactions through smartphones. The purpose of this study was to determine the influence of mobile banking service quality on customer satisfaction and loyalty of BUMN Bank (State-Owned Enterprises), namely Bank BRI, Bank BNI, Bank BTN, and Bank Mandiri in Makassar, South Sulawesi. This study uses a quantitative approach. Data was collected by distributing questionnaires to 120 customers using the purposive sampling technique. The data that has been collected were analyzed using SPSS (Statistical Product and Service Solutions) version 23.0. The results of this study indicate that the quality of mobile banking services has a positive and significant effect on customer satisfaction and loyalty, while customer satisfaction has a significant effect on their loyalty. Furthermore, the quality of mobile banking services has a significant effect on loyalty mediated by customer satisfaction.

Keywords


Service quality; Customer satisfaction; Customer loyalty; Mobile banking

Full Text:

PDF

References


Bank Indonesia (1998). Undang-Undang Nomor 10 Tahun 1998 tentang Perubahan Undang-Undang Nomor 7 Tahun 1992 tentang Perbankan. Retrieved from https://peraturan.bpk.go.id/Home/Details/45486/uu-no-10-tahun-1998.

Basri, A. I. (2019). Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Nasabah Bank Pengguna E-Banking. Bisman, 2(1), 1–18.

Cohen, L., Manion, L., & Morrison, K. (2007). Research Methods in Education. Sixth Edition. New York, USA: Routledge, Taylor & Francis Group.

Chung, K-H., Yu, J-E., Choi, M-G., & Shin, J-I. (2015). The Effects of CSR on Customer Satisfaction and Loyalty in China: The Moderating Role of Corporate Image. Journal of Economics, Business, and Management, 3(5), 542–547. https://doi.org/10.7763/JOEBM.2015.V3.243.

Darwin, S., & Kunto, Y. S. (2014). Analisis Pengaruh Kualitas Layanan terhadap Loyalitas Pelanggan dengan Kepuasan dan Kepercayaan Pelanggan sebagai Variabel Intervening pada Asuransi Jiwa Manulife Indonesia – Surabaya. Jurnal Manajemen Pemasaran Petra, 2(1), 1–12.

Dwivedi, A., Johnson, L. W., Wilkie, D. C., & De Araujo-Gil, L. (2019). Consumer emotional brand attachment with social media brands and social media brand equity. European Journal of Marketing, 53(6), 1176–1204. https://doi.org/10.1108/EJM-09-2016-0511.

Ermawati, E., Rahmani, N., & Nurdin, N. (2021). Analisis Transaksi Jual Beli Account Game Online Mobile Legends menurut Perspektif Ekonomi Islam (Studi pada Mobile Legends Community Hero di Palu). Jurnal Ekonomi dan Bisnis Islam, 3(1), 1–20. https://doi.org/10.24239/jiebi.v3i1.50.1-20.

Febrianta, A., & Indrawati, I. (2016). Pengaruh Kualitas Layanan Mobile Banking terhadap Kepuasan Nasabah Bank BCA di Kota Bandung. E-Proceeding of Management, 3(3), 2879–2885.

Ghozali, I. (2016). Aplikasi Analisis Multivariate dengan Program IBM SPSS 23 (Edisi ke-8). Semarang, Indonesia: Badan Penerbit Universitas Diponegoro.

Griffin, J. (2005). Customer Loyalty, Menumbuhkan dan Mempertahankan Kesetiaan Pelanggan. Terj. Dwi Kartini. Jakarta, Indonesia: Erlangga.

Hariansyah, F. A., Wardani, N. H., & Herlambang, A. D. (2019). Analisis Pengaruh Kualitas Layanan Mobile Banking terhadap Kepuasan dan Loyalitas Nasabah pada Pengguna Layanan BRI Mobile Bank Rakyat Indonesia di Kantor Cabang Cirebon. Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 3(5), 4267–4275.

Huda, A. N., & Wahyuni, S. (2012). Analisis Pengaruh Kualitas Layanan Internet Banking dan Tingkat Kepuasan terhadap Loyalitas Nasabah pada PT Bank Rakyat Indonesia (Persero), Tbk. Kantor Cabang Pembantu Jamsostek Jakarta. Business & Management Review, 2(2), 243–254.

Kasmir, K. (2017). Analisis Laporan Keuangan. Edisi ke-10. Jakarta, Indonesia: PT Rajawali Pers.

Kuncoro, M. (2011). Metode Kuantitatif: Teori dan Aplikasi untuk Bisnis dan Ekonomi. Edisi keempat. Yogyakarta, Indonesia: UPP STIM YKPN.

Mahmud, M. (2011). Metode Penelitian Pendidikan. Bandung: Pustaka Setia.

Monalisa, S., & Suryani, E. (2013). Pengaruh Kualitas Layanan Internet Banking terhadap Kepuasan dan Loyalitas Nasabah Bank dengan Menggunakan Sistem Dinamik. Surabaya, Institut Teknologi Sepuluh November, 2 Februari. Prosiding Seminar Nasional Manajemen Teknologi XV, 1–8.

Namkung, Y., & Jang, S. C.(S). (2013). Effects of Restaurant Green Practices on Brand Equity Formation: Do Green Practices Really Matter? International Journal of Hospitality Management, 33, 85–95.

Otoritas Jasa Keuangan (2018). POJK Nomor 12/POJK.03/2018 tentang Penyelenggaraan Layanan Perbankan Digital oleh Bank Umum. Retrieved from https://peraturan.bpk.go.id/Home/Details/128612/peraturan-ojk-no-12-pojk032018-tahun-2018.

Prawiramulia, G., & Harsono, L. D. (2014). Pengaruh Kualitas Mobile Banking terhadap Kepuasan Nasabah Bank Mandiri (Studi pada Pengguna Mandiri Mobile di Kota Bandung). eProceedings of Management, 1(3), 1–8.

Rinaldy, I. M., Lubis, P. H., & Utami, S. (2017). Pengaruh Kualitas Pelayanan terhadap Loyalitas Nasabah Mobile Banking BNI di Banda Aceh dengan Kepercayaan Nasabah, Kepuasan Nasabah, Komitmen Nasabah dan Nilai Nasabah sebagai Variabel Mediasi. Jurnal Perspektif Manajemen dan Perbankan, 8(3), 19–48.

Rini, A. S. (2021). Dear Nasabah, Mulai 1 Juni 2021 Tarik Tunai & Cek Saldo di ATM Link Kena Biaya. Bisnis.com, 21 Mei. Retrieved from https://finansial.bisnis.com/read/20210521/90/1396336/dear-nasabah-mulai-1-juni-2021-tarik-tunai-cek-saldo-di-atm-link-kena-biaya.

Sangadji, E. M., & Sopiah, S. (2013). Perilaku Konsumen: Pendekatan Praktis Disertai Himpunan Jurnal Penelitian. Yogyakarta, Indonesia: Andi Offset.

Sigit, K. N., & Soliha, E. (2017). Kualitas Produk dan Kualitas Layanan terhadap Kepuasan dan Loyalitas Nasabah. Jurnal Keuangan dan Perbankan, 21(1), 157–168. https://doi.org/10.26905/jkdp.v21i1.1236.

Siregar, S. (2014). Metode Penelitian Kuantitatif Dilengkapi dengan Perbandingan Perhitungan Manual & SPSS. Jakarta, Indonesia: Kencana.

Soper, D.S. (2021). Sobel Test Calculator for the Significance of Mediation [Software]. Available from https://www.danielsoper.com/statcalc; https://www.danielsoper.com/statcalc/references.aspx?id=31; https://www.danielsoper.com/statcalc/formulas.aspx?id=31.

Sudirman, I. M. S. A. S., & Suasana, I. G. A. K. G. (2018). Pengaruh Kualitas Layanan Online terhadap Kepuasan, Komitmen, dan Loyalitas Nasabah Internet Banking di Kota Denpasar. INOBIS: Jurnal Inovasi Bisnis dan Manajemen Indonesia, 1(4), 473–488. https://doi.org/10.31842/jurnal-inobis.v1i4.52.

Sugiyono, S. (2018). Metode Penelitian Kombinasi (Mixed Methods). Bandung, Indonesia: CV Alfabeta.

Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan, dan Penelitian. Yogyakarta, Indonesia: Andi Offset.

Wardana, A. (2015). Pengaruh Kualitas Layanan Mobile Banking terhadap Kepuasan Nasabah di Indonesia. DeReMa Jurnal Manajemen, 10(2), 273–284. http://dx.doi.org/10.19166/derema.v10i2.164.

Wardana, R. W., & Sriwidodo, U. (2015). Pengaruh Kualitas Pelayanan terhadap Loyalitas dengan Kepuasan sebagai Variabel Intervening pada Nasabah Pengguna Mobile Banking. Jurnal Ekonomi dan Kewirausahaan, 15(3), 329–338.

Wardhana, G. W., & Nugroho, A. (2020). Effect of Service Quality to Customer Satisfaction Bank Mandiri. Journal of Indonesian Science Economic Research, 2(3), 13–17.

Wijayanto, K. (2015). Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah Bank. Jurnal Ekonomi Manajemen Sumber Daya, 17(1), 38–45. https://doi.org/10.23917/dayasaing.v17i1.2272.

Yaqin, A., & Ilfitriah, A. M. (2014). Pengaruh Kualitas Pelayanan terhadap Kepuasan dan Loyalitas Nasabah Bank Pengguna E-Banking di Surabaya. Journal of Business and Banking, 4(2), 245–260. http://dx.doi.org/10.14414/jbb.v4i2.375.




DOI: https://doi.org/10.30588/jmp.v11i2.889

Article Metrics

Abstract view : 4365 times
PDF - 116 times

Refbacks

  • There are currently no refbacks.


Copyright (c) 2022 Rezki Arianty Akob, Zulfikry Sukarno

Creative Commons License
This work is licensed under a Creative Commons Attribution 4.0 International License.

Creative Commons License
Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship is licensed under a Creative Commons Attribution 4.0 International License.
Based on a work at http://ejournal.up45.ac.id/index.php/maksipreneur.

Jurnal Maksipreneur: Manajemen, Koperasi, dan Entrepreneurship has been indexed/archived by:

DOAJGoogle Scholar Crossref Sinta EBSCO Essentials Garuda IOS Microsoft Academic ROAD Dimensions WorldCat ResearchBib Scilit logo OpenAIRE CORE Semantic Scholar EuroPub Publons

Journal of Maksipreneur: Management, Cooperative, and Entrepreneurship (JMP)

Organized by Management Department, Universitas Proklamasi 45, Yogyakarta, Indonesia

Published by Universitas Proklamasi 45, Yogyakarta, Indonesia

Email: maksipreneurjurnal@gmail.com | jurnal.maksipreneur@up45.ac.id

ISSN (electronic): 2527-6638  ISSN (printed): 2089-550X