Pengaruh Keamanan, Kemudahan, Manfaat, dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Melalui Kepuasan Pengguna Mobile Banking Bri di Kabupaten Gresik
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Saputri, Adelia Dwi
Subject
657.042 - FINANCIAL ACCOUNTING
Datestamp
2023-04-17 06:33:55
Abstract :
This study aims to determine the effect of security, convenience, benefits, and service quality on customer loyalty through BRI mobile banking user satisfaction in Gresik district. This research was conducted in Gresik district with the Convinance Sampling technique. The sample used was 151 Gresik residents who used BRI mobile banking. In this study using primary data by distributing questionnaires in the form of Google Forms. The data analysis method used is SEM-PLS (Partial Least Square) with the help of the WarpPLS 8.0 statistical tool. The results of this study indicate that there is a positive and significant influence between the safety, benefits, and service quality variables on user satisfaction, and user satisfaction variables on customer loyalty. While the convenience variable does not have a significant effect on user satisfaction. Keyword: mobile banking, customer loyalty, user satisfaction
This study aims to determine the effect of security, convenience, benefits, and service quality on customer loyalty through BRI mobile banking user satisfaction in Gresik district. This research was conducted in Gresik district with the Convinance Sampling technique. The sample used was 151 Gresik residents who used BRI mobile banking. In this study using primary data by distributing questionnaires in the form of Google Forms. The data analysis method used is SEM-PLS (Partial Least Square) with the help of the WarpPLS 8.0 statistical tool. The results of this study indicate that there is a positive and significant influence between the safety, benefits, and service quality variables on user satisfaction, and user satisfaction variables on customer loyalty. While the convenience variable does not have a significant effect on user satisfaction. Keyword: mobile banking, customer loyalty, user satisfaction
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