Analisis Hubungan antara Persepsi Kualitas Jasa dengan Kepuasaan Pelanggan dan Perilaku Konsumsi di Masa Depan pada Pengguna Internet Banking

PRATIWI, ANGGITTA AYU , Dra. SARI WINAHJOE, M.B.A.

2009 | Skripsi | S1 Management

Melihat dari penelitian-penelitian mengenai service quality yang telah dilakukan sebelumnya, Zeithaml, Parasuraman dan Malhotra (2000, 2002) mengembangkan pengukuran mengenai e-SERVQUAL (kualitas jasa elektronik) yang bertujuan untuk mengetahui persepsi konsumen mengenai kualitas jasa dalam penggunaan Internet Banking. Penelitian mengenai e-SERVQUAL melibatkan empat dimensi pengukuran yaitu: credibility, efficiency, security, problem handling. Hasil penelitian mengindikasikan bahwa semua dimensi mempunyai pengaruh pada keseluruhan persepsi kualitas jasa. Credibility, efficiency, security, problem handling berpengaruh signifikan pada kepuasan pelanggan dan perilaku konsumsi di masa depan. Implikasi dan saran dapat menjadi rekomendasi bagi penelitian selanjutnya mengenai layanan Internet banking.

Previous studies of Internet banking service quality are scarce. After extensive literature review, Zeithaml, Parasuraman and Malhotra (2000, 2002) developed the e-SERVQUAL (electronic service quality) measure of electronic service quality to study how customers judge e-service quality and attempts to examine customer's service quality perceptions in Internet Banking. Four analytical dimensions are identified: credibility, efficiency, problem handling and security. Findings indicate that all dimensions are found to be important in determining overall service quality perceptions. Credibility, problem handling and security have significant impact on customer satisfaction and future consumption behavior. Implications are discussed and recommendations are offered for improving Internet banking services.

Kata Kunci : Kualitas jasa, Internet banking, kepuasan pelanggan, perilaku konsumsi di masa depan.