The influence of product quality, service quality and ease of use on bni mobile banking customer loyalty, purbalingga regency
Keywords:
Customer Loyalty, Ease of Use, Product quality, Service Quality
Abstract
The growing number of financial institutions that focus on the consumer segment has increased the intensity of competition among banks. This situation occurs because banking companies that focus on consumer banking services have a higher level of resilience compared to banks that focus on corporate banking. This research was conducted with the aim of analyzing and determining the influence of product quality and service quality of BNI Purbalingga Regency Branch on customer loyalty as well as determining the influence of the ease of use of BNI Mobile Banking used by customers. Data was obtained by distributing surveys to several respondents. The sample was determined at 60 respondents. This research analysis test uses SPSS with multiple linear regression methods. The results of this research analysis test found that product quality and service quality influence customer loyalty at BNI Purbalingga Regency Branch. Meanwhile, ease of use of BNI Mobile Banking has no effect on customer loyalty at BNI Purbalingga Regency Branch
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References
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Wilson, N., & Christella, R. (2019). An Empirical Research of Factors Affecting Customer Satisfaction: A Case Of The Southeast Asian E-Commerce Industry, DeReMa. Jurnal Manajemen, Vol. 14 No.1, pp.21-
Zeithaml, V.A., M.J. Bitner, D.D. Gremler. 2013. Services Marketing: Integrating Customer Focus Across the Firm 6thed. Mc.Graw-Hill. Boston.
Ardhitasari, Tania Viska. (2012). Analisis Pengaruh Pelayanan, Produk, Citra, Teknologi, dan Lokasi Terhadap Kepuasan Nasabah (Studi Pada Bank BRI di Semarang). Skripsi. Fakultas Ekonomi dan Bisnis. Universitas Dian Nuswantoro.
Basri, A. I. (2019). Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Nasabah Bank Pengguna E-Banking. Bisman, 2(1), 1–18.
Davis, F. D. (1986). A technology acceptance model for empirically testing new end-user information systems: Theory and results. Doctoral dissertation, Cambridge, MA: Massachusetts Institute of Technology.
Dong, X., Chang, Y., Wang, Y. and Yan, J. (2017). "Understanding usage of Internet of Things (IOT) systems in China: Cognitive experience and affect experience as moderator", Information Technology & People, Vol. 30 No. 1, pp. 117-138.
El-Haddadeh, R., Weerakkody, V. and Peng, J. (2012), “Social networking services adoption in corporate communication: the case of China,” Journal of Enterprise Information Management, Vol. 25 No. 6, pp..
Fang, Y.H. (2017), Beyond the usefulness of branded applications: insights from consumer brand engagement and self-construal perspectives, Psychology & Marketing, Vol. 34 No. 1, pp. 40-58.
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.
Ha, S. and Stoel, L. (2009). “Consumer e-shopping acceptance: Antecedents in a technology acceptance model”. Journal of Business Research, Vol. 62, Issue 5, pp. 565-571
Ismail. Perbankan Syariah. Jakarta: Prenada Media Group, 2011.
Kim, S.C., Yoon, D. and Han, E.K. (2016), Antecedents of mobile app usage among smartphone users, Journal of Marketing Communications, Vol. 22 No. 6, pp. 653-670.
Kotler, P. and Amstrong, G. (2012) Prinsip-prinsip Pemasaran. Edisi 13. Jakarta: Erlangga.
Kotler, P., & Keller, K. L. (2009). Manajemen pemasaran edisi 12 jilid I. Jakarta: Indeks
Lovelock, C.H. dan Wright L. 2015. Manajemen Pemasaran Jasa. Jakarta: Cetakan II. Indeks.
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.
Nurdin, N., Ningrum, R., Bachdim, S., & Jalil, A. (2021). Pengaruh Manfaat, Kepercayaan dan Kemudahan Penggunaan terhadap Minat Nasabah Menggunakan Mobile Banking di Bank Mega Syariah Cabang Palu. Jurnal Ilmu Perbankan dan Keuangan Syariah Vol. 3 No. 1.
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.
Parasuraman, A., Zeithaml, V.A. and Berry, L.L. (1988) SERVQUAL: A multiple-item scale for measuring consumer perceptions of service quality. Journal of Retailing 64(1): 12–40.
Raharjo, A. (2013) ‘Pengaruh Kualitas Produk Terhadap Loyalitas Konsumen Yang Dimediasi Oleh Kepuasan Konsumen Pengguna Kartu AS’, SEGMEN Jurnal Manajemen dan Bisnis, 9(1), pp. 1–12. Available at:. Tjiptono, F. (2015) Strategi Pemasaran. Edition: 4. Yogyakarta: Andi.
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.
Stocchi, L., Michaelidou, N. and Micevski, M. (2019). "Drivers and outcomes of branded mobile app usage intention", Journal of Product & Brand Management, Vol. 28 No. 1, pp. 28-49.
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. Metode Penelitian Manajemen. Bandung: Alfabeta. 2013
Umbara, B., Suprapto, H, & Kusmantini, T. (2021). Pengaruh Fitur Layanan terhadap Loyalitas dalam Mediasi Kepuasan Nasabah BNI Taplus UGM. SEMNASIF 2021 YOGYAKARTA, 13 OKTOBER 2021. ISSN: 1979-2328
Wilson, N., & Christella, R. (2019). An Empirical Research of Factors Affecting Customer Satisfaction: A Case Of The Southeast Asian E-Commerce Industry, DeReMa. Jurnal Manajemen, Vol. 14 No.1, pp.21-
Zeithaml, V.A., M.J. Bitner, D.D. Gremler. 2013. Services Marketing: Integrating Customer Focus Across the Firm 6thed. Mc.Graw-Hill. Boston.
Published
2024-01-31
How to Cite
Afriani, L., Filani, L., Puspitaningtias, R., & Priyanto, R. (2024). The influence of product quality, service quality and ease of use on bni mobile banking customer loyalty, purbalingga regency. Journal of Management Science (JMAS), 7(1), 578-584. https://doi.org/10.35335/jmas.v7i1.448
Section
Articles
