INTERNET BANKING SERVICE QUALITY AND ITS INFLUENCE ON E-CUSTOMER SATISFACTION AND E-CUSTOMER LOYALTY

WINDY DHALIANA, Dr. Sahid Susilo Nugroho, M.Sc.

2018 | Skripsi | S1 MANAJEMEN

Penelitian ini bertujuan untuk menguji pengaruh kualitas layanan internet banking terhadap kepuasaan pelanggan dan keloyalan pelanggan di Indonesia. Objek penelitian adalah layanan internet banking yang ditawarkan oleh bank yang menawarkan jasanya di Indonesia. Penelitian ini merupakan penelitian kuantitatif yang menggunakan purposive sampling sebagau metode sampling yang merupakan salah satu jenis metode non probability sampling. Terdapat 161 responden yang pernah menggunakan layanan internet banking salah satu bank di Indonesia yang menaawarkan layananan tersebut dalam enam bulan terakhir. Data dikumpulkan menggunakan Skala Likert 5 poin secara online. Metode pengolahan data menggunakan perangkat lunak yang disebut SPSS Versi 25. Penelitian menggunakan metode analisis data berupa regersi linier sederhana. Dari tiga hipotesis yang ada, tidak semua hipotesis ini didukung. Hasilnya menunjukkan bahwa kualitas layanan internet banking yang mencakup kebutuhan personal, organisasi situs, user-friendliness dan efisiensi situs berpengaruh positif terhadap kepuasan pelanggan dan loyalitas pelanggan. Akan tetapi, hasil penelitian menunjukkan bahwa kepuasan pelanggan berpengaruh negatif terhadap loyalitas pelanggan dalam konteks layana internet banking di Indonesia.

This research aims to examine the implication of internet banking service quality toward e-customer loyalty and e-customer satisfaction in Indonesia. The object of the research is Internet banking service provided by banks operating in Indonesia. This research is a quantitative research that uses purposive sampling as the sampling method which is one type of non-probability sampling method. There are 161 respondents who have used internet banking services provided by Indonesian banks within the last six months. The data were collected using an online 5-point Likert scale questionnaire. Data processing method used a software called SPSS version 25. The research used data analysis methods in the form of simple and multiple linear regression. From all three existing hypotheses, not all of the hypotheses are supported. The result showed that internet banking service quality which includes personal needs site organization, user-friendliness, and efficiency of website, has a positive influence towards e-customer satisfaction and e-customer loyalty. However, the results of the study showed that trust of e-customer satisfaction negatively influences e-customer loyalty in the context of Indonesian internet banking service.

Kata Kunci : Internet banking service quality, e-customer satisfaction, e-customer loyalty.