Pengaruh Kualitas Layanan Mobile Banking terhadap Kepuasan dan Loyalitas Nasabah Bank BUMN di Makassar
DOI:
https://doi.org/10.30588/jmp.v11i2.889Keywords:
Service quality, Customer satisfaction, Customer loyalty, Mobile bankingAbstract
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.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.
Downloads
Published
How to Cite
Issue
Section
License
Authors who publish with Jurnal Maksipreneur agree to the following terms:
Authors retain copyright and grant the Jurnal Maksipreneur right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share (copy and redistribute the material in any medium or format) and adapt (remix, transform, and build upon the material) the work for any purpose, even commercially with an acknowledgment of the work's authorship and initial publication in Jurnal Maksipreneur.
Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in Jurnal Maksipreneur. Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
