HOW CUSTOMER SATISFACTION MEDIATED BENEFITS OFFERED AND E-SERVICE QUALITY TO CUSTOMER TRUST AND REPEAT USAGE OF BSI MOBILE BANKING
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Aug 31, 2023
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Abstract
This study aimed to determine the relationship between customer satisfaction as a mediating variable and the benefits offered and e-service quality on customer trust and repeated use of BSI mobile users in Malang City. Purposive sampling was used in this study using a sample of 250 participants. Data analysis checks using a statistical model utilizing the SmartPLS 4 program for the structural-partial least square (SEM-PLS) model. The results of this study indicate that benefits offered and e-service quality directly affect customer satisfaction. Benefits offered, e-service quality, and customer satisfaction directly affect customer trust. E-service quality, customer satisfaction, and customer trust directly affect repeat usage. Benefits offered indirectly affect customer trust through customer satisfaction. E-service quality indirectly affects customer trust through customer satisfaction. E-service quality indirectly affects repeat usage through customer satisfaction. All the results are accepted in direct and indirect testing. From this analysis, it can be inferred that Bank Syariah Indonesia clients in Malang tend to have high levels of satisfaction and trust in the quality of service at BSI Mobile as well as the ease and security of the services offered.
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LATRI, Dwi Wahyuning; SOLEKAH, Nihayatu Aslamatis.
HOW CUSTOMER SATISFACTION MEDIATED BENEFITS OFFERED AND E-SERVICE QUALITY TO CUSTOMER TRUST AND REPEAT USAGE OF BSI MOBILE BANKING.
Proceedings of the International Conference of Islamic Economics and Business (ICONIES), [S.l.], v. 9, n. 1, p. 445-458, aug. 2023.
ISSN 2541-3333.
Available at: <http://conferences.uin-malang.ac.id/index.php/iconies/article/view/2169>. Date accessed: 02 may 2024.
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References
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Trisnawati, O. M., & Fahmi, S. (2017). Pengaruh Kualitas Layanan Elektronik (E-Servqual) terhadap Kepuasan Nasabah Pengguna Mobile Banking. Jurnal Manajemen Bisnis Indonesia, 4(2), 174–184.
Abukhalifeh, N., Puad, A., & Som, M. (2015). SERVQUAL : A Multiple – Item Scale for Measuring Customer Perceptions of Restaurant’s Service Quality. 9(February), 160–162.
Ariani, F., Bachri, S., & Suardi. (2019). Pengaruh E - Service Quality Terhadap Customer Satisfaction , Trust , Dan Dampaknya Pada Repeat Usage Pada Bni Mobile Banking Di Kantor Cabang Palu. Jurnal Katalogis, 6(3), 162.
Bharti, M. (2016). Journal of Internet Banking and Commerce Impact of Dimensions of Mobile Banking on User Satisfaction. Journal of Internet Banking and Commerce, 21(1), 1–22. Retrieved from http://www.icommercecentral.com
Chandra, A. S., Rahyuda, K., Wayan, N., & Suprapti, S. (2015). PENGARUH E-SERVQUAL TERHADAP CUSTOMER SATISFACTION , TRUST , DAN REPEAT USAGE Program Magister Manajemen , Universitas Udayana berbagai bentuk layanan yang unggul . Layanan merupakan elemen penting yang menurut Ho dan Ko ( 2008 ) bahwa kemajuan TI menyeba. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana, 06, 381–398.
Chang, H. ., & Chen, S. . (2009). Customer perception of interface quality, security, and loyalty in electronic commerce. Information & Management, 46(7), 411–417. Retrieved from https://www.sciencedirect.com/science/article/abs/pii/S0378720609000901
Cláudio Hoffmann, S., Wagner Junior, L., & Fernando De Oliveira, S. (2017). Apps for mobile banking and customer satisfaction: a cross-cultural study. International Journal of Bank Marketing, 35(7), pp.1131-1151. Retrieved from https://www.emerald.com/insight/content/doi/10.1108/IJBM-09-2015-0146/full/html
Febrina, K., & Andreani, D. F. (n.d.). Pengaruh customer experience dan kepercayaan terhadap kepuasan konsumen di tx travel klampis. 322–340.
Ghozali, I., & Latan, H. (2015). Partial least squares konsep, teknik dan aplikasi menggunakan program SmartPLS 3.0 untuk penelitian empiris. In Partial Least Squares Path Modeling: Basic Concepts, Methodological Issues and Applications.
Hair, J. F., Hult, G. T. M., Ringle, C. M., & Sarstedt, M. (2017). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM). Thousand Oaks. Sage, 165.
Heijin, L., Harindranath, G., Sanjo, O., & Kim, D. (2015). Provision of mobile banking service from an actor –network perpective: Implications for corvergence and standardization. Tecnology Forecasting & Social Change Journal, 90, 551–561. Retrieved from https://www.sciencedirect.com/science/article/abs/pii/S0040162514000560
Kassim, N., & Asiah Abdullah, nor. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371. https://doi.org/10.1108/13555851011062269
Kurniawan, E. (2021). PENGARUH E-SERVICE QUALITY TERHADAP E-CUSTOMER SATISFACTION SERTA DAMPAKNYA TERHADAP E-CUSTOMER LOYALTY.
Nurcahyo, A., & Solekah, N. A. (2022). ( Studi Pada Koperasi Syariah Murni Amanah Sejahtera Malang ). 7(30), 1421–1433.
Pranantha, E. Y. (2021). Pengaruh Kualitas Layanan dan Fitur Produk BSI Mobile Terhadap Kepuasan Nasabah Bank Syariah Indonesia di Kabupaten Sleman. 130.
Pratiwi, F., & Adhivinna, V. V. (2006). Pengaruh Risiko, Manfaat dan Kemudahan Penggunaan terhadap Kepercayaan Nasabah dalam Menggunakan Internet Banking di Yogyakarta (Studi Kasus pada Nasabah Mandiri). Jurnal Akuntansi Dan Manajemen, 11(9), 387–466.
Prisanti, M. Della, Suyadi, I., & Arifin, Z. (2017). PENGARUH E-SERVICE QUALITY DAN E-TRUS TERHADAP E-CUSTOMER SATISFACTION SERTA IMPLIKASINYA TERHADAP ECUSTOMER LOYALTY. 2(1), 19–38.
Putra, I. P. A. P. A., Sukaatmadja, I. P. G., & Giantari, I. G. A. K. (2020). Pengaruh Persepsi Kemudahan Penggunaan, Persepsi Risiko, Terhadap Kepercayaan dan Niat Beli E-Ticket pada Situs Traveloka. E-Jurnal Ekonomi Dan Bisnis Universitas Udayana 5.9, 9(1), 3007–3030.
Safitri, Dian, B. A., & Azizah, N. (2021). PENGARUH E-SERVICE QUALITYDAN ENJOYMENT TERHADAP REPEAT USAGE E-WALLET GOPAYMELALUI TRUST PADA GENERASI MILENIAL DI SURABAYA. 2(2), 183–202.
Subiyakta, Dhea Hervina; Soelistyo, A. (2021). Journal of financial economics. Journal of Financial Economics, 46(1), 3–28.
Sumarwan, U. (2011). Perilaku Konsumen: Teori dan Penerapannya dalam Pemasaran. Bogor: Ghalia Indonesia.
Tiana, I. M., Prihatiningrum, R. Y., & Rifani, A. (2019). Pengaruh Benefits Offered Aplikasi Mobile Banking terhadap Kepuasan Nasabah, Kepercayaan, Loyalitas dan Positive Word Of Mouth (WOM). JABE (Journal of Applied Business and Economic), 5(4), 351. https://doi.org/10.30998/jabe.v5i4.4184
Tjiptono, F. (2011). Strategi Pemasaran. Andi.
Trisnawati, O. M., & Fahmi, S. (2017). Pengaruh Kualitas Layanan Elektronik (E-Servqual) terhadap Kepuasan Nasabah Pengguna Mobile Banking. Jurnal Manajemen Bisnis Indonesia, 4(2), 174–184.