Analisis Faktor Pengaruh Kualitas Pelayanan Terhadap Kepercayaan Dimediasi Kepuasan Nasabah Pada Nasabah Bri Syariah

Abstract

[English] This study aims to analyze service quality, satisfaction and trust in banking services. The subjects in this study are customers of BRI Syariah products. Whereas for service quality objects (usefulness, ease of use, sustainability, security, alertness, and continuous improvement), customer satisfaction, and trust. Based on the results of research and data analysis using an analytical tool in the form of Structural Equation Modeling (SEM) with AMOS 18.0 software. The questionnaire was distributed with a sample of 135 respondents. The results showed that all the hypotheses tested had a significant positive effect in (1) usefulness has a significant positive effect on satisfaction; (2) convenience has a significant positive effect on satisfaction; (3) reliability has a significant positive effect on satisfaction; (4) security has a significant positive effect on satisfaction; (5) readiness has a significant positive effect on satisfaction; (6) continuous improvement has a significant positive effect on satisfaction; and (7) satisfaction has a significant positive effect on trust in BRI Syariah services. While the rest does not have an influence on satisfaction. The research implications of the conclusions above show that the dimensions of service quality for banking services have a large influence on BRI Syariah services and have a significant positive effect on customer trust.
 [Indonesia] Penelitian ini bertujuan untuk menganalisis kualitas layanan, kepuasan dan kepercayaan dalam layanan perbankan. Subjek dalam penelitian ini adalah pelanggan produk BRI Syariah. Sedangkan untuk objek kualitas layanan (kegunaan, kemudahan penggunaan, keberlanjutan, keamanan, kewaspadaan, dan peningkatan berkelanjutan), kepuasan pelanggan, dan kepercayaan. Berdasarkan hasil penelitian dan analisis data menggunakan alat analisis berupa Structural Equation Modeling (SEM) dengan perangkat lunak AMOS 18.0. Kuesioner dibagikan dengan sampel 135 responden. Hasil penelitian menunjukkan bahwa semua hipotesis yang diuji memiliki efek positif yang signifikan dalam (1) kegunaan memiliki efek positif yang signifikan terhadap kepuasan; (2) kenyamanan berpengaruh positif signifikan terhadap kepuasan; (3) reliabilitas berpengaruh positif signifikan terhadap kepuasan; (4) keamanan memiliki efek positif yang signifikan terhadap kepuasan; (5) kesiapan berpengaruh positif signifikan terhadap kepuasan; (6) peningkatan berkelanjutan memiliki pengaruh positif signifikan terhadap kepuasan; dan (7) kepuasan berpengaruh positif signifikan terhadap kepercayaan terhadap layanan BRI Syariah. Sedangkan sisanya tidak memiliki pengaruh terhadap kepuasan. Implikasi penelitian dari kesimpulan di atas menunjukkan bahwa dimensi kualitas layanan untuk layanan perbankan memiliki pengaruh besar pada layanan BRI Syariah dan memiliki efek positif yang signifikan terhadap kepercayaan pelanggan.

Mobile Payment Satisfaction Post Pandemic Covid-19 in Indonesia

“…Several previous studies have shown that security has a positive and significant effect and plays an important role as a determinant of satisfaction with using m-payments (Liao and Cheung, 2008;Garrett et al, 2014;Huddin, 2019). The results of this study contradict the results of research conducted by Pakarti and Rofiah (2019) and Zaipin and Sunyoto (2012), which state that security does not significantly affect customer satisfaction.…”

“…Thus, the researcher believes that convenience is a determining factor for someone's satisfaction to use m-payment after the Covid-19 pandemic. Similar previous researchers stated that ease of use had a positive effect on satisfaction (Liao andCheung, 2008 andHuddin, 2019) explaint that ease of use has a positive effect on mobile payment satisfaction. Based on this explanation, the following hypothesis is proposed.…”

“…In addition, the results of previous studies showed inconsistent results, where research by Liao and Cheung (2008) and Huddin (2019), found that ease of use had a significant effect on satisfaction with mobile payment payments, while research Chandra (2019) and De Luna et al ( 2019), did not find this effect. Therefore, further research is still needed to investigate the factors of satisfaction using mobile payments by including attitude as a link to these factors.…”

“…User satisfaction occurs due to preferences attitude toword the information system used. User satisfaction is the comparison between user expectations and the results which obtained from experience when using information systems (Huddin, 2019). The more appropriate the experience and expectations, the higher the level of user satisfaction will be.…”

“…For example, individuals feel that the system offered by m-payment is safe, so every transaction must use a pin code and cannot make transactions except with the appropriate pin code. Based on previous research from (Garrett et al, 2014 andHuddin, 2019) technology security has a positive and significant effect and plays an important role as a determinant of satisfaction with using m-payments. That opinion supported by previous research which found that technology security have a positive attitude towards mobile payment (Singh et al, 2017).…”