PENGARUH LAYANAN MOBILE BANKING TERHADAP LOYALITAS PELANGGAN
(1) * Hastiar Kurniawan Mail (Universitas Islam Indonesia, Indonesia)
(2) Anas Hidayat Mail (Universitas Islam Indonesia, Indonesia)
*corresponding author

Abstract


Kemajuan tekhnologi perbankan ditandai dengan kemajuan mobile banking  yang dapat memberikan peningkatan kualitas layanan kepada nasabah, dan nasabah akan selalu mempertimbangkan sejauh mana nilai yang mereka dapatkan dari layanan yang telah diberikan. Sampel dalam penelitian ini berjumlah 300 orang metode sampling menggunakan random sampling kepada pengguna mobile banking di seluruh Indonesia. Pengumpulan data menggunakan kuesioner dan analisis yang digunakan adalah metode Structural Equation Modeling-Partial Least Square (SEM-PLS). Hasil analisis uji hipotesis menunjukkan semua hipotesis terdukung yaitu layanan mobile banking berpengaruh positif dan signifikan terhadap loyalitas dengan nilai t-test 3,969, layanan mobile banking berpengaruh positif dan signifikan terhadap nilai pelanggan dengan nilai t-test 14,442, nilai pelanggan berpengaruh positif dan signifikan terhadap loyalitas dengan nilai t-test 14,701 dan  nilai pelanggan dapat memoderasi pengaruh layanan mobile banking terhadap loyalitas dengan nilai t-test 2,040 dan nilai P-Value < 0,05 yaitu 0,042. Hal ini dapat menjelaskan adanya peran moderasi nilai pelanggan menunjukkan bahwa penilaian pelanggan merupakan faktor penting dalam pengembangan layanan mobile banking.


Keywords


Layanan Mobile Banking, Nilai Pelanggan, Loyalitas

   

DOI

https://doi.org/10.31604/jips.v10i2.2023.710-720 		      

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