PENCAPAIAN LOYALITAS NASABAH PENGGUNA E-BANKING DALAM
KONTEKS E-SERVICE QUALITY DAN CUSTOMER TRUST
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Institusion
Universitas Lampung
Author
Yudha Lukmansyah, 1116051091
Subject
HB Economic Theory
Datestamp
2015-05-22 04:01:20
Abstract :
ABSTRAK PENCAPAIAN LOYALITAS NASABAH PENGGUNA E-BANKING DALAM KONTEKS E-SERVICE QUALITY DAN CUSTOMER TRUST Penelitian ini menganalisis mengenai pencapaian loyalitas nasabah pengguna E-Service Quality dan Customer Trust. Penelitian ini menggunakan 5 variabel : Information Quality (X1), System Quality (X2), Value (Z1), Satisfaction (Z2) dan Loyalty (Y1). Data diperoleh melalui metode penyebaran kuesioner melalui 100 responden di masing-masing kelurahan sebanyak 20 kuesioner. Sampel diperoleh melalui pengguna layanan E-Banking di 5 Kelurahan di Bandar Lampung yang sudah diteliti sebelumnya. Teknik pengambilam sampel menggunakan purposive sampling. Analisis data dilakukan dengan Sofware SmartPLS versi 2.0.m3 yang dijalankan melalui media komputer. Dalam penelitian menggunakan teknik pengukuran data outer model dan inner model serta pengujian hipotesis. Hasil SmartPLS menunjukkan bahwa terdapat pengaruh yang signifikan antara Information Quality terhadap Value serta terdapat pengaruh yang tidak signifikan antara Information Quality terhadap Satisfaction. Dari ketujuh hipotesis yang ada, terdapat 3 hipotesis yang berpengaruh secara signifikan atau diterima dan terdapat 4 hipotesis yang berpengaruh tidak signifikan atau ditolak. Hal ini diharapkan untuk seluruh bank dapat meningkatkan E-Service Quality dan Customer Trust untuk tercapainya Customer Loyalty. Untuk penelitian selanjutnya diharapkan untuk menambah kembali atas variabel-variabel yang mempengaruhi loyalitas nasabah pengguna E-Banking agar sempurna adanya. Kata Kunci : Loyalitas Nasabah Pengguna E-Banking, E-Service Quality, Kepercayaan Konsumen Abstract THE ACHIEVEMENT OF CUSTOMER LOYALTY E-BANKING USER IN THE CONTEXT OF E-SERVICE QUALITY AND CUSTOMER TRUST This study aims to analyze the achievement of Customer Loyalty E-Banking users in the context of E-Service Quality and Customer Trust. This study uses five variables: Information Quality (X1), System Quality (X2), Value (Z1), Satisfaction (Z2) and Loyalty (Y1). Data were collected through methods questionnaires distributed to 100 respondents in each village was given as 20 questionnaires. This sample in this study is a community of users E-Banking in 5 villages in Bandar Lampung that have been defined by the researchers. The sampling technique used was purposive sampling. Analysis data was performed by Software SmartPLS 2.0.m3 versions that run with the computer media. This study uses data processing techniques to the measurement model (outer model) and the model of structural equation analysis (inner model) and hypothesis testing. Smart PLS results showed that a significant difference between the Information Quality to Value but not a significant difference between the Information Quality and Satisfation. From the seventh hypothesis that there are three hypotheses were significant or accepted and 4 hypotheses were not significant or rejected. It is expected for the entire Bank in order to improve E-Service Quality and Customer Trust in place to achieve Customer Loyalty. For further research needs to be added back on the variables that influence Customer Loyalty E-Banking users in order to further perfect Keywords: Customer Loyalty E-Banking users, E-Service Quality, Customer Trust
ABSTRAK PENCAPAIAN LOYALITAS NASABAH PENGGUNA E-BANKING DALAM KONTEKS E-SERVICE QUALITY DAN CUSTOMER TRUST Penelitian ini menganalisis mengenai pencapaian loyalitas nasabah pengguna E-Service Quality dan Customer Trust. Penelitian ini menggunakan 5 variabel : Information Quality (X1), System Quality (X2), Value (Z1), Satisfaction (Z2) dan Loyalty (Y1). Data diperoleh melalui metode penyebaran kuesioner melalui 100 responden di masing-masing kelurahan sebanyak 20 kuesioner. Sampel diperoleh melalui pengguna layanan E-Banking di 5 Kelurahan di Bandar Lampung yang sudah diteliti sebelumnya. Teknik pengambilam sampel menggunakan purposive sampling. Analisis data dilakukan dengan Sofware SmartPLS versi 2.0.m3 yang dijalankan melalui media komputer. Dalam penelitian menggunakan teknik pengukuran data outer model dan inner model serta pengujian hipotesis. Hasil SmartPLS menunjukkan bahwa terdapat pengaruh yang signifikan antara Information Quality terhadap Value serta terdapat pengaruh yang tidak signifikan antara Information Quality terhadap Satisfaction. Dari ketujuh hipotesis yang ada, terdapat 3 hipotesis yang berpengaruh secara signifikan atau diterima dan terdapat 4 hipotesis yang berpengaruh tidak signifikan atau ditolak. Hal ini diharapkan untuk seluruh bank dapat meningkatkan E-Service Quality dan Customer Trust untuk tercapainya Customer Loyalty. Untuk penelitian selanjutnya diharapkan untuk menambah kembali atas variabel-variabel yang mempengaruhi loyalitas nasabah pengguna E-Banking agar sempurna adanya. Kata Kunci : Loyalitas Nasabah Pengguna E-Banking, E-Service Quality, Kepercayaan Konsumen Abstract THE ACHIEVEMENT OF CUSTOMER LOYALTY E-BANKING USER IN THE CONTEXT OF E-SERVICE QUALITY AND CUSTOMER TRUST This study aims to analyze the achievement of Customer Loyalty E-Banking users in the context of E-Service Quality and Customer Trust. This study uses five variables: Information Quality (X1), System Quality (X2), Value (Z1), Satisfaction (Z2) and Loyalty (Y1). Data were collected through methods questionnaires distributed to 100 respondents in each village was given as 20 questionnaires. This sample in this study is a community of users E-Banking in 5 villages in Bandar Lampung that have been defined by the researchers. The sampling technique used was purposive sampling. Analysis data was performed by Software SmartPLS 2.0.m3 versions that run with the computer media. This study uses data processing techniques to the measurement model (outer model) and the model of structural equation analysis (inner model) and hypothesis testing. Smart PLS results showed that a significant difference between the Information Quality to Value but not a significant difference between the Information Quality and Satisfation. From the seventh hypothesis that there are three hypotheses were significant or accepted and 4 hypotheses were not significant or rejected. It is expected for the entire Bank in order to improve E-Service Quality and Customer Trust in place to achieve Customer Loyalty. For further research needs to be added back on the variables that influence Customer Loyalty E-Banking users in order to further perfect Keywords: Customer Loyalty E-Banking users, E-Service Quality, Customer Trust
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