ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING
Kata Kunci:kualitas layanan, electronic banking, kepuasan nasabah
The purpose of this study is to analyze the effect of service quality dimensions on customer satisfaction in the use of e-banking which includes tangibles, reliability, responsibility, assurance, and empathy variables. E-banking products are limited to bank services with internet banking and mobile banking. Data was collected by distributing questionnaires to 132 respondents online to bank customers in Indonesia who have used internet banking or mobile banking. The data that has been collected is processed with the SPSS application and analyzed for validity, reliability, classical assumptions and hypothesis testing with multiple Linear Regression. The results showed that the Reliability variable and the Empathy variable had a significant effect on customer satisfaction, while the Responsiveness, Assurance, and Tangible variables had no significant effect on customer satisfaction using bank e-banking. The implication of this research is that banks need to improve reliability by maintaining the availability of internet banking and mobile banking applications so that they can be accessed by customers properly, and maintaining services that care about the problems and obstacles faced by customers in using e-banking.
Al Dugaishem, F.A. dan M.J. Khawaja. 2017. Customer Satisfaction with Islamic Banks: A Case Study of Al Rajhi Bank. Tazkia Islamic Finance and Business Review 11(1):57-80.
Al-Hawary, S.I.S dan W.F. Al-Smeran. 2017. Impact of Electronic Service Quality on Customers Satisfaction of Islamic Banks in Jordan. International Journal of Academic Research in Accounting, Finance and Management Sciences 7(1): 170-188.
Ejigu, S.N. 2016. E-Banking Service Quality and Its Impact on Customer Satisfaction in State Owned Banks in East Gojjam Zone Ethiopia. Journal of Economics and Sustainable Development 7(21): 100-110.
Fida, B.A., U. Ahmed, Y. Al-Balushi, dan D. Singh. 2020. Impact of Service Quality on Customer Loyalty and Customer Satisfaction in Islamic Banks in the Sultanate of Oman. SAGE Journal 10(2): 1-10.
Firdous, S. dan R. Faroqi. 2017. Impact of Internet Banking Service Quality on Customer Satisfaction. Journal of Internet Banking and Commerce 22(1):1-17.
Gupta, K.K. dan I. Bansal. 2012. Development of an Instrument to Measure Internet Banking Service Quality in India. Journal of Arts, Science & Commerce 3(2):11-25.
Hair, J.F., W.C. Black, B.J. Babin, dan R.E. Anderson. 2018. Multivariate data analysis. Pearson Prentice Hall. London
Khan, A.G., R.P. Lima, dan M.S. Mahmud. 2018. Understanding the Service Quality and Customer Satisfaction of Mobile Banking in Bangladesh: Using a Structural Equation Model. Global Business Review 22(1): 85-100.
Kotler, P. dan K.L. Keller. 2016. Manajemen Pemasaran. Erlangga. Jakarta.
Lomendra, V., P. Sharmila, J. Roubina, D. Ganess, dan S.N.M. Zabeen. 2019. Assessing The Dimensions on Customer Satisfaction in Commercial Banks of Mauritius. Studies in Business and Economics 14(1): 259-270
Mohalingam, B. dan C. Janathanan. 2018. Impact of Electronic Banking on Customer satisfaction. Prosiding APIIT Business, Law & Technology Conference: 1-10
Nagar, N. dan E. Ghai. 2019. A Study of Bank Customer’s Reliability towards Electronic Banking (E-Banking) Channel’s!. International Journal of Management Studies 6(1): 34-40.
Nimako, S. G., N.K. Gyamfi dan A.M.M. Wandaogou. 2013. Customer Satisfaction with Internet Banking Service Quality in The Ghanaian Banking Industry. International journal of scientific & technology research 2(7):165-175.
Pakurar, M., H. Haddad, J. Nagy, J. Popp, dan J. Olah. 2019. The Service Quality Dimensions that Affect Customer Satisfaction in the Jordanian Banking Sector. Journal of Sustainability 11(1): 1-24.
Tjoanoto, M.T. 2013. Pengaruh Service Quality terhadap Customer Satisfaction di Restoran Jade Imperial. Jurnal Manajemen Pemasaran Petra 1(1): 1-9.
Uwalaka, S.C dan P. Eze. 2020. Effect Of Mobile Banking On Customers Satisfaction In Commercial Banks In Anambra State. International Journal of Innovative Social Sciences & Humanities Research 8(1): 101-109.
Vetriel, S.C, J. Rajini, dan V. Krishnamoorthy. 2020. Service quality delivery through Web sites: A critical review of extant know. Journal Academy of Marketing Science 7(2): 546-551.
Yusuf, E.E. dan A. Bala. 2015. Empirical Analysis of Service Quality, Reliability and End-User Satisfaction on Electronic Banking in Nigeria. IOSR Journal of Business and Management (IOSR-JBM) 17(10):28-34.