CD Tesis

pengaruh digital banking service quality dan kepercayaan terhadap kepuasan nasabah dan loyalitas pada bank bni cabang utama pekanbaru

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The development of digital technology has become a key driver of change in various sectors, including the financial sector. In recent years, advances in information and communication technology have enabled companies to optimize their operations, increase efficiency, and provide better service to customers. This digital transformation has not only changed how companies operate but also how customers interact with the products and services offered.
The impact of digital technology on the banking world is significant. Many banks worldwide have adopted digital technology to improve their services, speed up transaction processes, and provide a better customer experience. Digitalization in banking has created new opportunities, such as mobile banking, internet banking, and various financial applications that make it easier for customers to manage their finances.
PT Bank Negara Indonesia (Persero) Tbk is actively adopting digital technology. BNI has launched various digital initiatives to improve customer service and experience. One of BNI's strategic steps is the launch of the "wondr by BNI" application, designed to meet customers' needs in managing their finances more effectively and efficiently. This application offers various features that facilitate users in conducting transactions, gaining financial insights, and planning for financial growth (www.keuangan.kontan.co.id, 2024). As one of the company's strategic steps in enhancing sustainable business, BNI is committed to continuously maintaining and improving service quality, leading to customer satisfaction and loyalty.
This study aims to analyze the influence of digital banking service quality and trust on customer satisfaction and loyalty at Bank BNI's Pekanbaru Main Branch. This study uses quantitative methods to test and prove the hypotheses formulated through various tests and data processing. The population in this study is Wondr by BNI customers in Pekanbaru.
The population in this study is all 33,283 digital banking customers at BNI's Pekanbaru Main Branch. The sample is a portion of the population with relatively similar characteristics and can be considered representative. In this study, the Probability Sampling technique was used with sampling carried out by determining the number of samples in this study using the Isaac and Michael table from a certain population with a 5% error rate. The sample obtained by determining the Isaac and Michael Sample from a Certain Population with a 5% Error Rate which was rounded up to 348 samples of BNI Bank Main Branch customers in Pekanbaru.
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The results of this study indicate that digital banking service quality has a significant impact on customer satisfaction. This suggests that the convenience of every digital banking transaction and the prompt response to customer communication will increase customer satisfaction. Trust significantly impacts customer satisfaction. This suggests that increased customer trust in mobile banking applications, which guarantee security for transactions, will result in customer satisfaction, resulting in a mutually beneficial relationship between the company and its customers. Digital banking service quality significantly impacts customer loyalty. This means that the company is able to provide customer service that can assist customers when experiencing security issues during transactions by providing clear information on how to use digital banking, making it easier for customers to use it.
Trust significantly impacts customer loyalty. This indicates that increased customer trust in the products and services they use will benefit the company because the company is able to provide security guarantees with good product quality, which will increase customer loyalty. Customer satisfaction significantly impacts customer loyalty. This indicates that customer satisfaction, where the products offered by the company meet their expectations and provide superior service, will lead customers to consistently speak highly of the bank's advantages, leading to a high level of loyalty.
Customer satisfaction mediates the influence of digital banking service quality on loyalty. This means that a company's strong digital banking service quality in mobile banking and its ability to meet customer expectations can ultimately lead to customer loyalty. Customer satisfaction mediates the influence of trust on loyalty. This means that mutually beneficial satisfaction between the company and its customers will undoubtedly increase trust, leading to loyalty.
Key Words : Digital Banking Service Quality, Trust, Customer Satisfaction, and Loyalty

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

2310248869

Penerbit

Pekanbaru : Universitas Riau – PASCA – Magister Manajemen., 2025

Deskripsi Fisik

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Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2310248869

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Magister Manajemen

Info Detail Spesifik

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Pernyataan Tanggungjawab

Rahmat

Versi lain/terkait

Lampiran Berkas

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