CD Tesis

Pengaruh Kualitas Pelayanan Mobile Banking Terhadap Kepuasan Nasabah Dan Loyalitas Pada Pt. Bank Riau Kepri Syariah Cabang Utama Pekanbaru

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Indonesia is a country with a majority Muslim population, making it a large market share for sharia banking in Indonesia. As time goes by, people's understanding of interest and capital whose results have been determined in advance (predetermined return), which is riba, which is prohibited in the Islamic world, has been well understood by the public, and this understanding directs people to tend to invest their funds in sharia banking. The enactment of Law No. 21 of 2008 concerning Sharia Banking, created a strong legal foundation for the development of the national sharia banking industry so that it was able to encourage its development to become increasingly rapid. According to Bank Indonesia, the progress of the development of sharia banking is quite impressive, achieving an average asset growth of more than 65% per year in the last five years.
Banking is one of the competitors who is experiencing fierce competition in the world of trade. Apart from competing in attracting people's interest in becoming customers, banks also compete to create superior products and services to be able to satisfy customers and make customers loyal to the company. Along with the development of information technology and people's habits and tendencies in using information technology, banks are making use of IT as a means of attracting customers to increase satisfaction and loyalty. To increase customer satisfaction and loyalty, Bank Riau Kepri Syariah has implemented digital banking innovation. One of the innovations carried out by Bank Riau Kepri Syariah is the BRK-Digital Bangking application with electronic banking services that are safe and reliable and provide comfort and convenience for customers to carry out financial transactions via smartphone using the Internet, with application security support using Access Codes and PINs. -Banking for transaction authentication. In Tampubolon's (2016) theory, electronic banking is a bank service that allows customers to obtain information, communicate and carry out banking transactions via the internet network.
According to the Digital Banking Ecosystem Forum (MEF) report, 80% of respondents in its survey in Indonesia have used Digital Banking banking facilities. Digital Banking banking was created for customers to carry out almost all types of banking transactions via the internet and smartphones, especially via downloadable applications. Satisfaction is important for increasing customer loyalty when using digital products because customer satisfaction is the level of a person's feeling which is the result of a comparison between the assessment of the product's performance/final results in relation to customer expectations.
This research aims to analyze the quality of mobile banking services on customer satisfaction and loyalty at PT. Bank Riau Kepri Syariah Main Branch Pekanbaru. The data analysis technique uses performance performance analysis, customer satisfaction analysis index. The population in this research is Mobile Banking customers at PT. Bank Riau Kepri Syariah Tbk, Pekanbaru. In this research, the Probability Sampling technique was used, the sampling method was carried out using the Isaac and Michael tables from a certain population with a level of 10%. Samples obtained by determining the Isaac and Michael Sample from a Certain Population with an Error Rate of 10% which is rounded to 190 samples.
This research aims to analyze the quality of mobile banking services on customer satisfaction and loyalty at PT. Bank Riau Kepri Syariah Main Branch Pekanbaru. The data analysis technique uses performance performance analysis, customer satisfaction analysis index. The population in this research is Mobile Banking customers at PT. Bank Riau Kepri Syariah Tbk, Pekanbaru. In this research, the Probability Sampling technique was used, the sampling method was carried out using the Isaac and Michael tables from a certain population with a level of 10%. Samples obtained by determining the Isaac and Michael Sample from a Certain Population with an Error Rate of 10% which is rounded to 190 samples.
The conclusion in this research is based on the results of testing on gap analysis which shows that the level of quality of Bank Riau Kepri Syariah's mobile banking service is negative (-). This shows that the mobile banking service provided by Bank Riau Kepri Syariah in Pekanbaru has not fully met customer expectations. Based on the test results in the suitability level analysis, it shows that the quality of mobile banking services provided by Bank Riau Kepri Syariah in Pekanbaru is lacking/does not meet what is considered important by customers or the service is not satisfactory. Based on the test results in the Cartesian diagram analysis, it was found that the service attributes were in quadrant I, where the attributes in this quadrant had a very low level of satisfaction, as for the attributes in quadrant I, namely: The statement "Registration feature can register online without going through customer service ” which represents the dimensions of the main page. The statement "The homepage displays various transaction services for customers to carry out" represents the dimensions of the homepage. The statement "The Call Center information feature displays a complaint number that can be contacted at any time" represents the information dimension. And the statement "The FAQ feature can answer all frequently asked questions about BRKS Mobile" which represents the regulatory dimension.

Key words : Quality of Mobile Banking Services on Customer Satisfaction and Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

-

No. Panggil

2010241939

Penerbit

Pekanbaru : Universitas Riau Pascasarjana Tesis Manajemen., 2024

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

2010241939

Tipe Isi

-

Tipe Media

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Tipe Pembawa

-

Edisi

-

Subjek

MANAJEMEN

Info Detail Spesifik

-

Pernyataan Tanggungjawab

Jaka

Versi lain/terkait

Lampiran Berkas

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