Dimensi E-Servqual dan Dampaknya Terhadap E-Satisfaction Layanan Mobile Banking

Abstract

This study aims to determine the effect of e-servqual on e-satisfaction on mobile banking customers. The population in this study was all customers of BRI Syariah at State Islamic University sultan Syarif Kasim. The sampling method in this study uses non probability sampling with a purposive sampling technique where this technique takes samples with certain considerations. The data used are primary data and secondary data. Data analysis method used is multiple linear regression methods. The results showed the facts of the six e-servqual variables offered in this study, only the fulfillment, privacy, and responsiveness variables have a significant relationship. While the 3 other variables namely efficiency, reliability and contact do not have a significant influence on e-satisfaction customers of BRI Syariah mobile banking in UIN Suska Riau. These six e-servqual variables have an effect of 62.7% on the e-satisfaction variable while the remaining 37% are approved by other variables not included in this study.

E-Servqual Digitalization Of Islamic Banks And Customer Retention In Surakarta

“…The use of Islamic Bank digital services in Surakarta City has proven by research that efficiency does not have a significant effect on customer retention in using Sharia bank digital services in Surakarta City. This is evidenced by the fact that the t-count value (0.303) is less than the t-table value (1.984) and the significance value of 0.763 is greater than 0.05.This research is in line with Hayani & Alsukri (2021), stating that efficiency has no effect and is significant on e-satisfaction for mobile banking customers at UIN Suska Riau. This research is also contrary to the opinion of Khwaja & Yang (2022), explaining that efficiency affects consumer retention because the more the level of good production efficiency will continue to increase consumer retention into high purchasing power.…”

“…Digital banking in Indonesia is a rapidly growing industry that has revolutionized how banking services are offered to customers. Thanks to technology, consumers can now access various financial services through digital channels, including internet and mobile banking, e-wallets and mobile payment services (Hayani & Alsukri, 2021). Several online applications the bank has created can also be used to make it easier for customers to access digital services.…”

Analisis Kulitas Layanan E-Commerce Menggunakan Metode E-Servqual Dan Zone of Tolerance

“…Hasil dalama penelitian ini yaitu melakukan uji validitas, dan reabilitas. Tujuan melakukan uji validitas dan reabilitas ini mengetahui tingkat ke validtan dan kreabelan suatu data agar bisa dilakukan tahapan penelitian selanjutnya (Hayani & Alsukri, 2021) Relibel Disini peneliti menggunakan tingkat ke validtan suatu data dari ketentuan r-tabel= 0,190 dan juga tingkat reabilitas alpha sebesar 0,06 . Maka dapat dapat dilihat pada P1 dari masing-masing variabel penilaian menunjukan hasil 0,439 maka data tersebut diyatakan valid karena r-hitung lebih besar dari rtabel.…”