Significance Of Mobile Banking Services In Indonesia: Through The Impact Of Bca Syariah Customer Satisfaction And Loyalty
Abstract
This study was conducted at IAIN Kudus. The purpose of this study is to ascertain how Indonesian BCA Syariah customers' loyalty and level of satisfaction affects their use of mobile banking services. In order to conduct this study, quantitative methods were used. Customers of BCA Syariah in Indonesia make up the population used in this study; 106 samples were collected as responders. employing purposive sampling, a non-probability sampling technique. Respondents to the questionnaires were given out in order to collect data for this study. Following the collection of the data, data analysis was done using SPSS tools to process the results of validity and reliability tests, classical assumption tests, and hypothesis testing. Based on the findings of the analysis that was done, this study demonstrates that. Based on the t test, satisfaction and loyalty variables partially influence m-bankin services. And based on the F test, the variables of satisfaction and loyalty jointly influence mobile banking services.
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References
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Andriyani, Meli, and Riski Eko Ardianto. 2020. “Pengaruh Kualitas Layanan Dan Kualitas Produk Terhadap Kepuasan Nasabah Bank ( The Effect of Service Quality and Product Quality on Bank Customer Satisfaction ) Pendahuluan” 01 (02): 133–40.
Baabdullah, Abdullah M., Ali Abdallah Alalwan, Nripendra P. Rana, Hatice Kizgin, and Pushp Patil. 2019. “Consumer Use of Mobile Banking (M-Banking) in Saudi Arabia: Towards an Integrated Model.” International Journal of Information Management 44: 38–52. https://doi.org/10.1016/j.ijinfomgt.2018.09.002.
Bisma Indrawan Sanny, Rina Kaniawati Dewi. 2020. “Jurnal E-Bis ( Ekonomi-Bisnis ) Pengaruh Net Interest Margin ( NIM ) Terhadap Return on Asset ( ROA ) Pada” 4 (1): 78–87.
Christine Clara Caraline, and Theresia Dwi Hastuti. 2021. “ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI MINAT NASABAH” 9 (2): 164.
Davies, Alan, and Catherine Elder. 2008. “The Handbook of Applied Linguistics.” The Handbook of Applied Linguistics, 1–866. https://doi.org/10.1002/9780470757000.
Gomber, Peter, Robert J. Kauffman, Chris Parker, and Bruce W. Weber. 2018. “On the Fintech Revolution: Interpreting the Forces of Innovation, Disruption, and Transformation in Financial Services.” Journal of Management Information Systems 35 (1): 220–65. https://doi.org/10.1080/07421222.2018.1440766.
Gumelar, Anjar, Muhammad Irfan Nasution, Ida Farida Oesman, Frida Ramadini, Mohamad Irfan, and Nurliana. 2020. “Technology Mobile Banking on Customer Satisfaction.” Journal of Physics: Conference Series 1477 (7). https://doi.org/10.1088/1742-6596/1477/7/072020.
Harris, Lois R. 2010. “This Is the Pre-Published Version . This Is the Pre-Published Version .” Educational Research 124 (May): 1–20.
Icam Sutisna. 2020. “Statistika Penelitian.” Universitas Negeri Gorontalo, no. Program Doktor Ilmu Pendidikan Pascasarjana Universitas Negeri Gorontalo: 1–15.
Iriani, Annisa Fitri. 2018. “Minat Nasabah Dalam Penggunaan Mobile Banking Pada Nasabah Bank Syariah Mandiri Kota Palopo.” DINAMIS- Journal of Islamic Management and Bussines 2 (2): 100.
Kaura, Vinita, Ch S.Durga Prasad, and Sourabh Sharma. 2015. “Service Quality, Service Convenience, Price and Fairness, Customer Loyalty, and the Mediating Role of Customer Satisfaction.” International Journal of Bank Marketing 33 (4): 404–22. https://doi.org/10.1108/IJBM-04-2014-0048.
King, Brett. n.d. Bank 2.0. How Customer Behavior and Technology Will Change the Future of Financial Services." Marshall Cavendish Business.
Kumar, V., Avishek Lahiri, and Orhan Bahadir Dogan. 2018. “A Strategic Framework for a Profitable Business Model in the Sharing Economy.” Industrial Marketing Management 69 (April): 147–60. https://doi.org/10.1016/j.indmarman.2017.08.021.
Lacmanovic, Dejan, Izabela Lacmanovic, and Branko Markoski. 2012. “Mobile Banking - Financial Services Technology.” MIPRO 2012 - 35th International Convention on Information and Communication Technology, Electronics and Microelectronics - Proceedings, no. February 2018: 1451–55.
Liang, Ting Peng, Hung Jen Lai, and Y. I.Cheng Ku. 2006. “Personalized Content Recommendation and User Satisfaction: Theoretical Synthesis and Empirical Findings.” Journal of Management Information Systems 23 (3): 45–70. https://doi.org/10.2753/MIS0742-1222230303.
Muhammad Agus Supriyanto, Siswanto, and Yayuk Sri Rahayu. 2023. “Factors Affecting Customer Loyalty of Bank Syariah Indonesia.” International Journal of Social Science and Business 7 (2): 416–24. https://doi.org/10.23887/ijssb.v7i2.53520.
Mulia, Dipa, Hardius Usman, and Novia Budi Parwanto. 2021. “The Role of Customer Intimacy in Increasing Islamic Bank Customer Loyalty in Using E-Banking and m-Banking.” Journal of Islamic Marketing 12 (6): 1097–1123. https://doi.org/10.1108/JIMA-09-2019-0190.
Nafsi, Rahmad, Sabri. 2020. “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah” 4 (1): 19–39.
Parasuraman, A et.al. 1988. “Servqual: A Multiple-Item Scale For Measuring Consumer Perc - ProQuest.” Journal of Retailing. https://www.proquest.com/openview/7d007e04d78261295e5524f15bef6837.
Robinson, S., & Etherington, P. (2006). "Customer Loyalty in Retail Banking: An Exploratory Study." Journal of Retailing and Consumer Services, 13(1), 35-42.
Safitri, Ayu. 2023. Pengaruh Persepsi Kemudahan, Persepsi Kemanfaatan, Persepsi Risiko Dan Kepercayaan Terhadap Keputusan Nasabah Menggunakan Mobile Banking Bca Syariah Jabodetabek. Vol. 5. https://www.ncbi.nlm.nih.gov/books/NBK558907/.
Sharma, Sujeet Kumar, and Manisha Sharma. 2019. “Examining the Role of Trust and Quality Dimensions in the Actual Usage of Mobile Banking Services: An Empirical Investigation.” International Journal of Information Management 44 (September 2018): 65–75. https://doi.org/10.1016/j.ijinfomgt.2018.09.013.
Tam, Carlos, and Tiago Oliveira. 2017. “Understanding Mobile Banking Individual Performance: The DeLone & McLean Model and the Moderating Effects of Individual Culture.” Internet Research 27 (3): 538–62. https://doi.org/10.1108/IntR-05-2016-0117.
Verdegem, Pieter, and Gino Verleye. 2009. “User-Centered E-Government in Practice: A Comprehensive Model for Measuring User Satisfaction.” Government Information Quarterly 26 (3): 487–97. https://doi.org/10.1016/j.giq.2009.03.005.
Warsito, Windry Setyaning. 2018. “Pengaruh Kepuasan Terhadap Loyalitas Nasabah Pada PT Bank Perkreditan Rakyat Karyajatnika Sedaya Cabang Dago Bandung.” Widya Cipta - Jurnal Sekretari Dan Manajemen 2 (2): 225–32.
Zeithaml, Valarie A. 2000. “Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn.” Journal of the Academy of Marketing Science 28 (1): 67–85. https://doi.org/10.1177/0092070300281007.
Published
2024-10-24
How to Cite
LARASATI, Pipit et al.
Significance Of Mobile Banking Services In Indonesia: Through The Impact Of Bca Syariah Customer Satisfaction And Loyalty.
Ecopreneur : Journal of Sharia Economics Study Program, [S.l.], v. 5, n. 02, p. 139-148, oct. 2024.
Available at: <https://jurnal.uibbc.ac.id/index.php/ecopreneur/article/view/2585>. Date accessed: 15 dec. 2024.
Section
Articles
