Pengaruh Kualitas Layanan, Persepsi Nilai Dan Kepercayaan  Terhadap Kepuasan Dan Loyalitas Pengguna  Layanan Mobile Banking

Setiawan, Heri

doi:10.26905/jkdp.v20i3.269

Cited by 19 publications

(25 citation statements)

References 6 publications

Supporting

Mentioning

Contrasting

Unclassified

Order By: Relevance

“…This means that good con- sumer perception can affect user satisfaction with LinkAja digital wallet products. This is consistent with the results of previous studies conducted by Singh et al (2017) and Setiawan (2016), showed that there is a significant and positive influence between perception and consumer satisfaction. This is reinforced by the correlation of eight perception indicators that lead to satisfaction.…”

Section: Discussion Hypothesis 1 Testing (Effect Of Consumer Perceptisupporting

confidence: 93%

M-Wallet Technology: Perception and Satisfaction of Users on Usage Intensity

Wulandari

Suryawardani

Marcelino

2020

JAM

View full text Add to dashboard Cite

This study aimed to provide several purposes that could help LinkAja as an mwallet service provider to pay attention to consumer perceptions that will be impacted by user satisfaction and usage intensity. The research method used is quantitative with an explanatory approach and using the Structural Equational Model (SEM) as the analysis techniques with SMART PLS 2.0 software tools. This research was used accidentally as a sampling method with a total of 400 respondents. Based on the results calculations in the first sub-structure, consumer perception directly affects user satisfaction of LinkAja mobile wallet products. The research emphasizes the importance of consumer perceptions on mwallet satisfaction. From the calculation results in the second sub-structure, consumer satisfaction has an impact on the usage intensity of LinkAja m-wallet. Then this research shows a strong relationship between consumer perception and usage intensity of m-wallet And the last is consumer perception has a better impact on usage intensity of LinkAja mwallet through user satisfaction. For further researchers can modify this research by using different objects so that they can be compared to how consumer perceptions can affect user satisfaction and the intensity of using a digital wallet.

show abstract

Section: Discussion Hypothesis 1 Testing (Effect Of Consumer Perceptisupporting

confidence: 93%

M-Wallet Technology: Perception and Satisfaction of Users on Usage Intensity

Wulandari

Suryawardani

Marcelino

2020

JAM

View full text Add to dashboard Cite

show abstract

“…Agung & Soliha (2014) juga menunjukkan kualitas layanan berpengaruh positif dan signifikan terhadap loyalitas. Setiawan (2016) juga menunjukkan hal yang sama pada pengguna layanan mobile banking.…”

Section: Pengaruh Kualitas Layanan Terhadap Loyalitas Nasabahunclassified

Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Nasabah

Sigit

Soliha

2017

Jurnal Keuangan Dan Perbankan

View full text Add to dashboard Cite

This study described the effect of product quality and service quality on sustomer satisfaction and loyalty. The population in this study was the customers of Kredit Usaha Rakyat at BRI Warungasem. The sampling method used in this research was purposive sampling. The samples in this study were 100 customers in People's Business Credit (Kredit Usaha Rakyat) BRI Batang Branch Unit Warungasem who had already taken at least two time KUR credits. The instrument of answers measurement used was a Likert scale 1-7 alternative answers. Testing instrument used was validity and reliability, and testing the model used was the coefficient of determination and F test (goodness of fit). Testing the hypothesis in this study used t test. Variables used in the study were product quality, service quality, customer satisfaction and loyalty.The results showed that there was the effect on the product quality and customer satisfaction. Service quality affected the customer satisfaction. Product quality affect the customer loyalty. The quality of service had an effect on customer loyalty. Customer satisfaction had an effect on customer loyalty. AbstrakPenelitian ini menjelaskan pengaruh kualitas produk dan kualitas layanan terhadap kepuasan nasabah dan loyalitas. Populasi pada penelitian ini adalah nasabah Kredit Usaha Rakyat BRI Unit Warungasem. Metode pengambilan sampel yang digunakan dalam penelitian ini adalah purposive sampling. Sampel dalam penelitian ini adalah 100 nasabah Kredit Usaha Rakyat di BRI Cabang Batang Unit Warungasem yang sudah mengambil minimal dua kali kredit KUR.Pengukuran jawaban instrumen menggunakan skala likert 1-7alternatif jawaban. Pengujian instrumen menggunakan validitas dan reliabilitas, pengujian model menggunakan koefisien determinasi, dan uji F (goodness of fit). Pengujian hipotesis dalam penelitian ini menggunakan uji t. Variabel yang digunakan dalam penelitian yaitu Kualitas Produk, kualitas layanan, kepuasan dan loyalitas nasabah. Hasil penelitian menunjukkan bahwa kualitas produk berpengaruh terhadap kepuasan Nasabah.Kualitas layanan berpengaruh terhadap kepuasan Nasabah. Kualitas produk berpengaruh terhadap loyalitas Nasabah.Kualitas layanan berpengaruh terhadap loyalitas Nasabah.Kepuasan berpengaruh terhadap loyalitas Nasabah.

show abstract

“…There is a significant and positive influence with a value of 0.250 of the Value Perception variable on Consumer Loyalty. According to research (Soegoto, 2013), (Setiawan, 2016), (Ramdhani et al, 2015). 7.…”

Section: Direct Influence Analysismentioning

confidence: 99%

“…There is a significant and positive influence with a value of 0.205 for the variable Customer Satisfaction on Consumer Loyalty. According to research (Soegoto, 2013), (Setiawan, 2016), (Ramdhani et al, 2015). In this section, it must answer the research problem or hypothesis that has been previously formulated.…”

Section: Direct Influence Analysismentioning

confidence: 99%

See 1 more Smart Citation

Determination of Consumer Loyalty Through Customer Satisfaction

Septiano¹,

Sari²

2020

DIJEFA

View full text Add to dashboard Cite

Customer satisfaction causes customers to be loyal so that the company can maintain a sustainable competitive advantage. This study aims to determine the impact of brand image, price perception, perceived value on consumer loyalty through customer satisfaction at Rayhan Toko Muslim in the city of Padang. The research method used is associative, with descriptive and verification data disclosure. The population is the consumer of Rayhan Toko Muslim in the city of Padang. Data collection through a survey of 203 respondents. The analysis technique used is path analysis. The results showed that: brand image, perceived price, perceived value, and customer satisfaction had a significant effect on consumer loyalty. All of them have an influence in a positive direction, except for the price perception variable. The management of Rayhan Toko Muslim, pay attention to things that can increase customer loyalty, so that business continuity can be maintained.

show abstract

Pengaruh Kualitas Layanan, Persepsi Nilai Dan Kepercayaan Terhadap Kepuasan Dan Loyalitas Pengguna Layanan Mobile Banking

Cited by 19 publications

References 6 publications

M-Wallet Technology: Perception and Satisfaction of Users on Usage Intensity

M-Wallet Technology: Perception and Satisfaction of Users on Usage Intensity

Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Nasabah

Determination of Consumer Loyalty Through Customer Satisfaction

Contact Info

Product

Resources

About