KEPUASAN NASABAH MEMEDIASI PENGARUH DIGITAL BANKING SERVICE QUALITY, KEPERCAYAAN DAN INOVASI PERBANKAN TERHADAP LOYALITAS PADA BANK RIAU KEPRI SYARIAH CABANG PEKANBARU
DOI:
https://doi.org/10.35446/dayasaing.v9i1.1077Keywords:
Digital Banking Service Quality, Kepercayaan, Inovasi Perbankan Digital, Kepuasan Nasabah, LoyalitasAbstract
Penelitian ini bertujuan untuk melihat dan mengetahui pengaruh langsung dan tidak langsung mengenai kepuasan nasabah memediasi pengaruh digital banking service quality, kepercayaan dan inovasi perbankan terhadap loyalitas pada Bank Riau Kepri Syariah Cabang Pekanbaru. Populasi dalam penelitian ini adalah seluruh nasabah pengguna Digital Bangking yang ada di Bank Riau Kepri Syariah Pekanbaru dengan mengunakan koesioner. Penentuan jumlah sampel yang representative tergantung pada jumlah indikator di kali 10 berikut indicator dari masing-masing variabel. Sehingga jumlah sampel yang representatif pada penelitian ini adalah 190 di karenakan jumlah indikator ada 19 item. Hasil dalam penelitian ini bahwa digital banking service quality, kepercayaan dan inovasi perbankan digital berpengaruh signifikan terhadap kepuasan nasabah. Dan digital banking service quality, kepercayaan, inovasi perbankan digital dan kepuasan nasabah berpengaruh signifikan terhadap loyalitas nasabah.
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Sugiyono (2015) Metode Penelitian Manajemen. 4th edn. Edited by Setiyawami. Bandung: Alfabeta.
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Tjiptono, Fandy dan Gregorius Chandra, (2012), Pemasaran Strategik. Yogyakarta, ANDI.
Akroush, N, M., & Al-Debei, M, M. (2015) ‘shopping An integrated model of factors affecting consumer attitudes towards online shopping’, emerald, 21(6), pp. 1353–1376.
Anggriani, D. (2014) ‘Pengaruh Kualitas Website terhadap Hedonic Shopping Motivation dan Impulse Buying’, Departement of Management FEB UMM, 7, pp. 149–157.
Barnes, James G., (2003).Secrets Of Customer Relationship Management, ANDI, Yogyakarta
Barnes, S.J. & Vidgen, R. (2002) ‘An Integrative Approach to the Assessment of E-Commerce Quality .’, Journal of Electronic Commerce, 3(3)(January), pp. 114–127.
Bavarsad, B. & Hosseinipour, G. (2013) ‘Studying the Factors Affecting the Customer Relations Management ( CRM ) in Marun Petrochemical Company’, Interdisciplinary Journal Of Contemporary Research In Business, 4(11), pp. 845–857.
Buttner, O.B. & Goritz, A. S. (2008) ‘Perceived trustworthiness of online shops’, Journal of consumer behavior, 50, pp. 35–50.
Chadafi, M. (2016) ‘Pengaruh Harga , Celebrity Endorser , Kepercayaan , dan Psikologi Terhadap Loyalitas Pembelian Online Shop Di Media Sosial Instagram’, UML, 5(September), pp. 1–8.
Chaudary, S., Nisar, S. and Abdul, M. (2014) ‘Factors Influencing the Acceptance of Online Shopping in Pakistan’, The Lahor Journal of Business, 1(Autumn), pp. 75–97.
Chen, Y. et al. (2015) ‘Computers in Human Behavior The joint moderating role of trust propensity and gender on consumers ’ online shopping behavior’, Computers In Human Behavior. Elsevier Ltd, 43, pp. 272–283.
Cho, C, Y., & Sagynov, E. (2015) ‘Exploring Factors That Affect Usefulness , Ease Of Use, Trust, And Purchase Intention in The Online Environment’, 19(1), pp. 21–36.
Cooper, et. al., (2003). Business Research Methods, International Edition, McGraw-Hill Companies, Inc. New York.
Durmus, B., Ulusu, Y., Akgun, S. (2017) ‘The Effect of Perceived Risk on Online Shopping Through Trust and WOM’, IRAJ, 3(9), pp. 103–108.
Fagerstrøm, A. and Ghinea, G. (2011) ‘International Journal of Information Management On the motivating impact of price and online recommendations at the point of online purchase’, Elsevier, 31, pp. 103–110.
Ferdinand, A. (2014) Metode Penelitian Manajemen. 5th edn. Semarang: Badan Penerbit UNDIP.
Firdayanti, R. (2013) ‘Persepsi Risiko Melakukan E-Commerce dengan Kepercayaan Nasabah dalam Membeli Produk Fashion Online’, UNNES, 1(1), pp. 1–7.
Garvin, David, “Managing Quality”, di dalam Nasution, M.N. 2001. Mamanejem Alutu Terpadu (Fotal Quality Management). Jakarta: Ghalia Indonesia.
Ghozali, I. (2016) Desain Penelitian Kuantitatif dan Kualitatif. Semarang: UNDIP.
Ghozali, I. (2016) Structural Equation Modeling. 4th edn. Semarang: UNDIP.
Gunawan, W., Kelly, D. S. and Tarigan, R. E. (2018) ‘The Use of Quality, Security and Trust Factors to Improve The Online Purchase Decision’, JATIT, 96(5), pp. 1436–1445.
Hoffman, K. Douglas & John E.G. Bateson. (2006). Services Marketing: Concepts, Strategies, & Cases, Third Edition. Penerbit: Thomson South Western, USA.
Hyejeong Kim and Linda S. Niehm. 2009. The Impact Of Website Quality On Information Quality, Value, And Loyalty Intentions InApparel Retailing. Journal Of Interactive Marketing. 23: 221 133.
Indriyani, F., & Helling, L. S. (2018) ‘Analisis Pengaruh Kualitas Website, Kepercayaan, Promosi dan Harga Terhadap Kepuasan nasabah Tokopedia’, BSI Jakarta, 5(1), pp. 56–68.
Kotler, Philip and Gary Armstrong. 2013. Prinsip-prinsipPemasaran. Edisi13. Jilid 1. Jakarta: Erlangga.
Kotler, Philip dan Amstrong, Gary, (2016), Principles of Marketing, 12th Edition, Jilid 1 Terjemahan Bob Sabran Jakarta : Erlangga.
Latan, G. dan (2015) Konsep, Teknik dan Aplikasi : Partial Least Squares. 2nd edn. Semarang: UNDIP.
Lee, T. S. et al. (2016) ‘Assessing Website Quality Affecting Online Purchase Intention of Malaysia ’ s Young Consumers’, Researchgate, 8(October 2016), pp. 836–2016.
Lee, T. S. et al. (2016) ‘Assessing Website Quality Affecting Online Purchase Intention of Malaysia ’ s Young Consumers’, Researchgate, 8(October 2016), pp. 836–2016. doi: 10.1166/asem.2016.1937.
Liew, Y.S., & Falahat, M. (2019) ‘Factors Influencing Consumers’ Purchase Intention Towards Online Group Buying in Malaysia’, Researchgate, 10(November 2018), pp. 60–77.
Malholtra, K. Naresh. 2005. “Riset Pemasaran Pendekatan Terapan”. Edisi 4. Jakarta PT Indeks Gramedia.
Mayer et. al. (2019) ‘An Integrative Model of Organizational Trust’, Academy of Management Review, 20(3), pp. 709–734.
Mohmed, S. I., Azizan, B. and Jali, Z. (2013) ‘The Impact of Trust and Past Experience on Intention to Purchase in E-Commerce’, USIM, 7(10), pp. 28–35.
Momtaz, H. and Karim, A. (2011) ‘Customers Satisfaction on Online Shopping in Malaysia’, IJBM, 6(10), pp. 162–169.
Nurmansyah (2018) Pengantar Manajemen Pemasaran. 1st edn. Edited by B. Simamora. Pekanbaru: Unilak Press.
Nurtafita,Nita. 2011. Pengaruh Pembelajaran Inkuiri Terbimbing Terhadap Keterampilan Proses Sains Siswa Pada Konsep Kalor.Fakultas Ilmu Tarbiyah dan Keguruan Universitas Islam Negeri Syarif Hidayatullah. Jakarta.
Octavia, D. and Tamerlane, A. (2017) ‘The Influence of Website Quality on Online Purchase Intentions on Agoda . Com with E-Trust as a Mediator’, Binus Business Review, 8(May), pp. 9–14.
Parasuraman, et. al. (2005) ‘A Multiple-Item Scale for Assessing’, Journal of Service Research, 7(X)(February), pp. 1–21.
Roscoe. (1982). “Research Methods For Business”, New York. Mc Graw Hill.
Santon, William J, 2010, Prinsip Pemasaran, terjemahan oleh Alexander Sindoro, Erlangga, Jakarta
Schiffman, Leon G., dan Kanuk, Leslie Lazar. 2009. Perilaku Nasabah. Alih bahasa Zulkifli Kasip. Jakarta : PT. Indeks Group Gramedia.
Sekaran, Uma. 2007. Metodologi Penelitian untuk Bisnis.Edisi 4.Buku 2. Jakarta: Salemba Empat.
Sugiyono (2015) Metode Penelitian Manajemen. 4th edn. Edited by Setiyawami. Bandung: Alfabeta.
Tedjakusuma, Ritawati, Srihartini, dan Muryani. (2001). Analisis Faktor- faktor yang Mempengaruhi perilaku Nasabah Dalam Pembelian Air Minum Mineral di Kota Madya Surabaya. Jurnal penelitian Dinamika Sosial. Vol. 2. No. 3. Universitas Airlangga. Surabaya.
Tjiptono, Fandy dan Gregorius Chandra, (2012), Pemasaran Strategik. Yogyakarta, ANDI.
