Pengaruh digital banking terhadap customer satisfaction melalui service quality dan trust pada customer microfinance
Info Katalog
File Repositori
Penerbit : FEB - Usakti
Kota Terbit : Jakarta
Tahun Terbit : 2019
Pembimbing 1 : Farisa Jafar
Pembimbing 2 : Robert Kristaung
Subyek : Bank and banking;Microfinance
Kata Kunci : d-banking, service quality, customer trust, customer satisfaction
Status Posting : Published
Status : Tidak Lengkap
File Repositori
| No. | Nama File | Hal. | Link |
|---|---|---|---|
| 1. | 2019_DS_DIE_222140309_Halaman-Judul.pdf | 16 | |
| 2. | 2019_DS_DIE_222140309_Lembar-Pengesahan.pdf | 1 | |
| 3. | 2019_DS_DIE_222140309_Bab-1_Pendahuluan.pdf | 33 | |
| 4. | 2019_DS_DIE_222140309_Bab-2_Tinjauan-Pustaka.pdf |
|
|
| 5. | 2019_DS_DIE_222140309_Bab-3_Metode-Penelitian.pdf |
|
|
| 6. | 2019_DS_DIE_222140309_Bab-4_Hasil-Penelitian.pdf |
|
|
| 7. | 2019_DS_DIE_222140309_Bab-5_Simpulan.pdf |
|
|
| 8. | 2019_DS_DIE_222140309_Daftar-Pustaka.pdf | 20 | |
| 9. | 2019_DS_DIE_222140309_Lampiran.pdf |
|
T Tujuan penelitian ini adalah untuk menganalisis dan menguji pengaruh Digital Banking (d-Banking) terhadap Customer Satisfaction melalui Service Quality dan Customer Trust pada nasabah microfinance yang menikmati microcredit yang disalurkan lewat media perbankan yang menyalulurannya lewat media digital banking. Data dikumpulkan melalui survey lapangan melalui wawancara singkat dan menyebarkan kuesioner kepada 250 responden yang telah menikmati fasilitas kredit mikro dan pengguna digital banking secara langsung melalui outlet Bank BRI dan Bank Mandiri sebagai bank penyalur kredit mikro terbesar di Indonesia. Hasil penelitian dengan analisa Confirmatory Factor Analysis menunjukkan dimensi Assurance-Fulfilment yang paling dominan mempengaruhi kontruk d-Banking, dimensi Communication yang paling dominan mempengaruhikontruk e-Service Quality, dimensi Perceived Privacy yang paling dominan mempengaruhi kontruk e-Costumer Trust dan dimensi Overall Satisfaction yang paling dominan mempengaruhi kontruk e-Costumer Satisfaction. Kemudian hasil analisis jalur dalam basic (hybrid) model menunjukkan dimensi d-Banking yang paling dominan Assurance-Fulfilment; dimensi Service Quality yang palingdominan Communication; dimensi Customer Trust yang paling dominan Perceived Security dan dimensi Customer Satisfaction yang paling dominan Overall Satisfaction. Hasil pengujian hipotesis dengan Structural Model menunjukkan Service Quality yang dominan pengaruhnya terhadap Customer Satisfaction sedangkan Customers Trust yang kurang dominan pengaruhnya terhadap Customer Satisfaction. Pengaruh d-Banking terhadap Service Quality, pengaruh d-Banking terhadap Customer Trust positif dan signifikan. Kemudian pengaruh d-Banking, Service Quality, Customer Trust terhadap Customer satisfaction secara parsial positif dan signifikan dan secara simultan juga signifikan dengan koefisien determinasi sebesar 77,0%. Penggunaan digital banking diharapkan akan dapat meningkatkan pertumbuhan microfinance yang penyalurannya melalui institusi perbankan, melalui edukasi yang intens dan kwalitas digital banking yang semakin baik, yang berujung pada customer satisfaction. Temuan lain dari penelitian ini Service Quality merupakan partial mediator pengaruh d-Banking ke Customer Satisfaction dan Customer Trust merupakan partial mediator pengaruh d-Banking ke Customer Satisfaction, artinya baik Service Quality maupun Customer Trustmeningkatkan pengaruh d-Banking ke Customer Satisfaction.
T The purpose of this study is to analyze and test the effect of Digital Banking (d-Banking) on Customer Satisfaction through Service Quality and Customer Trust on microfinance customers who enjoy microcredit channeled through banking media that channel it through digital banking media. Data was collected through field surveys through short interviews and distributing questionnaires to 250 respondents who had enjoyed micro credit facilities and digital banking users directly through the outlets of Bank BRI and Bank Mandiri as the largest micro credit channeling bank in Indonesia. The results of the study with Confirmatory Factor Analysis analysis show that the Assurance-Fulfilment dimension is the most dominant affecting the d-Banking contract, the most dominant Communication dimension affects the e-Service Quality contract, the most dominant Perceived Privacy dimension influences the e-Costumer Trust contract and the Overall Satisfaction dimension that the most dominant influence the e-Cost Satisfaction contract. Then the path analysis results in the basic (hybrid) model show the d-Banking dimension which is the most dominant Assurance-Fulfilment; the most dominant dimension of Service Quality is Communication; the most dominant dimension of Customer Trust Perceived Security and the most dominant dimension of Customer Satisfaction Overall Satisfaction. The results of testing the hypothesis with the Structural Model show that Service Quality has a dominant effect on Customer Satisfaction while Customers Trust is less dominant affecting Customer Satisfaction. The influence of d-Banking on Service Quality, the influence of d-Banking on Customer Trust is positive and significant. Then the influence of d- Banking, Service Quality, Customer Trust on Customer satisfaction is partially positive and significant and simultaneously also significant with a coefficient of determination of 77.0%. The use of digital banking is expected to increase microfinance growth through channeling through banking institutions, through intense education and better quality digital banking, which leads to customer satisfaction. Other findings from this study are Service Quality is a partial mediator of the influence of d-Banking to Customer Satisfaction and Customer Trust is a partial mediator of the influence of d-Banking to Customer Satisfaction, meaning that both Service Quality and Customer Trust increase the influence of d-Banking to Customer Satisfaction.
