Yuliarti Maghfira Annahli, - (2024) PENGARUH DIGITAL SERVICE BANKING TERHADAP E-LOYALTY DIMEDIASI OLEH E-CUSTOMER EXPERIENCE: Survei Pada Pengguna Aplikasi Mobile Banking BJB. S2 thesis, Universitas Pendidikan Indonesia.
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Abstract
E-Loyalty di sektor perbankan dan telekomunikasi merupakan indikator penting dari kesetiaan pelanggan terhadap merek. Faktor-faktor seperti kualitas layanan dan respons terhadap masalah pelanggan memiliki dampak yang penting terhadap retensi dan kepercayaan konsumen. Keberhasilan dalam membangun dan mempertahankan loyalitas pelanggan di lingkungan bisnis digital yang dinamis sangat bergantung pada strategi yang efektif. Penelitian ini bertujuan untuk mengetahui pengaruh digital service banking terhadap e-loyalty dimediasi oleh e-customer experience. Jenis penelitian yang digunakan adalah penelitian deskriptif verifikatif dengan pendekatan kuantitatif. Populasi dalam penelitian ini adalah pengguna aplikasi mobile banking BJB dengan sampel sebanyak 400 responden. Teknik pengambilan sampel dalam penelitian ini menggunakan metode purposive sampling. Teknik analisis data yang digunakan adalah path analysis (analisis jalur). Hasil penelitian ini menunjukkan bahwa terdapat pengaruh positif dan signifikan dari digital service banking terhadap e-loyalty, terdapat pengaruh positif dan signifikan dari digital service banking terhadap e-customer experience, terdapat pengaruh positif dan signifikan dari e-customer experience terhadap e-loyalty, e-customer experience tidak memediasi pengaruh digital service banking terhadap e-loyalty. E-Loyalty in the banking and telecommunications sectors is an important indicator of customer loyalty to brands. Factors such as service quality and response to customer problems have an important impact on consumer retention and trust. Success in building and maintaining customer loyalty in a dynamic digital business environment relies heavily on effective strategies. This research aims to determine the influence of digital service banking on e-loyalty mediated by e-customer experience. The type of research used is descriptive verification research with a quantitative approach. The population in this study were BJB mobile banking application users with a sample of 400 respondents. The sampling technique in this research used the purposive sampling method. The data analysis technique used is path analysis. The results of this research show that there is a positive and significant influence of digital service banking on e-loyalty, there is a positive and significant influence of digital service banking on e-customer experience, there is a positive and significant influence of e-customer experience on e-loyalty, e-customer experience does not mediate the influence of digital services banking on e-loyalty.
| Item Type: | Thesis (S2) |
|---|---|
| Additional Information: | https://scholar.google.com/citations?hl=en&user=BsZIAAAAJ ID SINTA Dosen Pembimbing: Vanessa Gaffar: 5993246 Tutik Inayati: 6676818 |
| Uncontrolled Keywords: | Digital Service Banking, E-Customer Experience, dan E-Loyalty. Digital Service Banking, E-Customer Experience, and E-Loyalty. |
| Subjects: | H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management H Social Sciences > HG Finance H Social Sciences > HJ Public Finance |
| Divisions: | Fakultas Pendidikan Ekonomi dan Bisnis > S2 Manajemen |
| Depositing User: | Yuliarti Maghfira Annahli |
| Date Deposited: | 06 Sep 2024 06:43 |
| Last Modified: | 10 Sep 2024 03:35 |
| URI: | http://repository.upi.edu/id/eprint/122408 |
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