Efek M-Banking Service Quality Terhadap E-Loyalty yang Dimediasi E-Satisfaction dan E-Trust Pengguna BSI Mobile Dikalangan Gen Z

Nurmaida Nurmaida, Muniaty Aisyah

Abstract


Penggunaan mobile banking di kalangan Generasi Z masih rendah, kemungkinan karena kualitas layanan yang kurang memadai sehingga mempengaruhi kepercayaan, kepuasan, dan loyalitas nasabah. Populasi dalam penelitian ini adalah para nasabah Gen Z Bank Syariah Indonesia (BSI) dengan 105 data sampel yang dikumpulkan menggunakan  convenient sampling. Data tersebut dianalisis menggunakan teknik analisis PLS-SEM untuk menguji hubungan prediktif antar konstruk. Hasil penelitian ini menunjukkan bahwa Kualitas Layanan M-Banking BSI mempunyai pengaruh langsung dan tidak langsung terhadap E-Satisfaction, E-Trust, dan E-Loyalty. Selain itu, E-Satisfaction dan  E-Trust secara berpengaruh langsung terhadap E-Loyalty. Kualitas Layanan M-Banking BSI berpengaruh tidak langsung terhadap E-Loyalty melalui E-Satisfaction dan E-Trust. Artinya E-Satisfaction dan E-Trust mampu memediasi variabel independent dengan variabel  dependent.  Hal ini menunjukkan adanya implikasi jika BSI mampu meningkatkan kualitas layanan m-baningnya secara berkesinambungan, misalnya dengan menambah fitur yang dapat digunakan secara terus menerus, BSI berpotensi meningkatkan kepercayaan, kepuasan dan loyalitas nasabahnya.


Keywords


Kualitas layanan; Kepercayaan; Kepuasan nasabah, loyalitas nasabah; Mobile banking; Perbankan syariah

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References


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DOI: https://doi.org/10.15408/thd.v3i1.38018

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