FAKTOR-FAKTOR YANG MEMPENGARUHI LOYALITAS NASABAH MENGGUNAKAN INTERNET BANKING DENGAN KEPUASAN NASABAH SEBAGAI VARIABEL MEDIASI (STUDI KASUS PENGUNA APLIKASI LIVIN BY MANDIRI)

Authors

Yesda Prawita Universitas AKI Semarang
M.Rifki Bakhtiar Universitas AKI Semarang

DOI:

Keywords:

Keamanan, Biaya Transaksi, Fitur Layanan, Kepuasan Nasabah, Loyalitas Nasabah

Abstract

Penelitian ini bertujuan untuk menganalisis pengaruh keamanan, biaya transaksi, dan fitur layanan terhadap loyalitas nasabah dengan kepuasan nasabah sebagai variabel mediasi pada aplikasi Livin' by Mandiri. Data primer dikumpulkan melalui kuesioner yang disebarkan kepada pengguna aplikasi, sementara data sekunder diperoleh dari studi pustaka dan laporan terkait. Analisis dilakukan menggunakan Uji Sobel untuk menguji peran mediasi kepuasan nasabah. Hasil penelitian menunjukkan bahwa keamanan dan fitur layanan berpengaruh positif dan signifikan terhadap kepuasan dan loyalitas nasabah, sementara biaya transaksi tidak memiliki dampak signifikan. Selain itu, kepuasan nasabah terbukti memediasi hubungan antara keamanan dan fitur layanan terhadap loyalitas, tetapi tidak memediasi hubungan antara biaya transaksi dan loyalitas nasabah. Implikasi dari penelitian ini menegaskan bahwa Bank Mandiri perlu meningkatkan standar keamanan serta inovasi fitur layanan guna mempertahankan loyalitas pengguna.

References

Agiesta, W., Sajidin, A., & Perwito. (2021). The Influence of Service Quality and Customer Satisfaction on Customer Loyalty in Bandung Raya Local Area.Jurnal Ilmiah MEA (Manajemen, Ekonomi, Dan Akuntansi), 5(2), 1653–1664.

Amalia, P., & Hastriana, A. Z. (2022). The Influence of Usefulness, Ease of Security, and M-Banking Features on Customer Satisfaction in Transactions at Bank Syariah Indonesia (Case Study of BSI KCP Sumenep). Islamic Sciences, Sumenep, 1, 70–89.

Arif, M., & Syahputri, A. (2021). The Influence of Brand Image and Product Quality on Customer Loyalty with Consumer Satisfaction as a Intervening Variable at Home Industry. Journal of International Conference Proceedings, 4(2), 398–412. https://doi.org/10.32535/jicp.v4i2.1274

Artina, N. (2021). The Influence of Perceived Benefits, Perceived Ease of Use, Trust, and Service Features on Customer Satisfaction Levels in Using E-Money in the City of Palembang.Jurnal Ilmiah Ekonomi Dan Bisnis Universitas Multi Data Palembang, 11(1), 120–131.

Azeis, T. A. (2023). THE INFLUENCE OF FEATURE COMPLETENESS, EASE OF USE, AND LOW TRANSACTION COSTS ON USER SATISFACTION WITH THE IPOT MOBILE APPLICATION (Case Study of FEBI Students at UIN Raden Mas Said Surakarta). Repository.Usd.Ac.Id, 1–19. https://eprints.iain-surakarta.ac.id/6493/1/SKRIPPSI_195211267.pdf

Bagaskara, P. M. (2023). THE INFLUENCE OF SERVICE FEATURES AND EFFECTIVENESS ON CUSTOMER LOYALTY WITH SATISFACTION AS AN INTERVENING VARIABLE IN E-PAYMENT TRANSACTIONS AT BSI MOBILE.Tesis.

Bakhtiar, M. R., Kartika, E., & Listyawati, I. (2022). Factors influencing the interest of customers using internet banking at Bank Syariah Mandiri. Al Tijarah, 6(3), 156–167. https://doi.org/10.21111/tijarah.v6i3.5696

Dewi Kusuma Wardani, A. R. F. (2022). The Influence of Security Perception on E-Banking User Loyalty with Trust as an Intervening Variable (Case Study on BNI Bank E-Banking Customers). JPDSH Jurnal Pendidikan Dasar Dan Sosial Humaniora, 1(8), 1665–1672. https://bajangjournal.com/index.php/JPDSH

Hasyim, H., Hutahaean, H. B., Situmorang, R., & Devima, S. (2023). The Use of BRImo M-Banking on the Ease of Banking Transactions of BRI Bank Customers in Medan City Business and Investment Review (BIREV), 1(5), 2986–7347. https://lgdpublishing.org/index.php/birev

Hidayati, R. N. (2023). The Influence of Service Quality, Security, and Trust on Customer Loyalty with Customer Satisfaction as a Moderating Variable (An Empirical Study on BSI Mobile Users in Purwokerto).Fakultas Ekonomi Dan Bisnis Islam Universitas Islam Negeri Prof. K. H. Saifuddin Zuhri Purwokerto, 15.

Iba.Zainuddin, W. A. (2021). REGRESSION ANALYSIS AND PATH ANALYSIS FOR BUSINESS RESEARCH USING SPSS 29.0 & SMART-PLS 4.0. Book, July, 1–11. http://fe.unisma.ac.id/MATERI AJAR DOSEN/EKOMETRIK/AriRiz/MA Uji Normalitas.pdf%0Ahttps://adalah.co.id/uji-asumsi-klasik/

Januarti, O., & Suyatno, S. (2022). The Influence of Livin By Mandiri Service Quality on Customer Satisfaction and Loyalty of PT Bank Mandiri in Banjarmasin During the Covid-19 Pandemic.Jurnal Bisnis Dan Pembangunan, 11(2), 1–13. https://doi.org/10.20527/jbp.v11i2.14996

Khofifah Indar Mawar Sari, Weny Rosilawati, & Syamsul Hilal. (2024). The Influence of Sharia Financial Literacy, Digital Marketing, and Brand Image on Customer Loyalty at Bank Syariah Indonesia. Pajak Dan Manajemen Keuangan, 1(4), 51–66. https://doi.org/10.61132/pajamkeu.v1i4.391

Kurniawati, M., Fadhilah, M., & Ningrum, N. K. (2024). The Impact of Service Quality and Customer Trust on Customer Loyalty Mediated by Customer Satisfaction in GOJEK Transportation Services. International Journal of Economics Development Research, 5(4), 3257–3271. https://doi.org/10.37385/ijedr.v5i4.6156

MAKMURIYAH, A. N., & VANNI, K. M. (2020). ANALYSIS OF FACTORS AFFECTING CUSTOMER SATISFACTION IN USING MOBILE BANKING SERVICES (Case Study on Customers of Bank Syariah Mandiri in Semarang City).Eduka : Jurnal Pendidikan, Hukum, Dan Bisnis, 5(1), 37. https://doi.org/10.32493/eduka.v5i1.6362

NIRWANA. BQ ELOK. (2021). THE INFLUENCE OF TRUST LEVEL, SECURITY, EASE OF USE, AND FEATURE AVAILABILITY ON INTEREST IN USING THE NTB SYARIAH BANK MOBILE BANKING SERVICE FOR ONLINE SHOP PAYMENTS. In Pharmacognosy Magazine (Vol. 75, Issue 17).

Novialdi, F. R. (2022). Fahri Rahmat Novialdi, 2022 THE INFLUENCE OF LIQUIDITY, PROFITABILITY, AND LEVERAGE ON DIVIDEND POLICY IN MANUFACTURING COMPANIES LISTED ON THE INDONESIA STOCK EXCHANGE FOR THE PERIOD 2014 – 2018, Universitas Pendidikan Indonesia | repository.upi.edu | perpustak.

Nurul Hidayati Murtafiah, Putri Intan Yulianti, Imam Nurjaman, & Ridwan. (2023). Basic Concepts of Organizational Structure. Jurnal Penelitian Progresif, 3(1), 1–8. https://doi.org/10.61992/jpp.v3i1.97

Putra, D. A., & Triwardhani, D. (2023). The Influence of Trust, Security, and Service Quality on Customer Satisfaction of Shopee in Solok City. Journal of Young Entrepreneurs, 2(2), 78–93. https://ejournal.upnvj.ac.id/index.php/jye%0A

Putri, N. I., Ghafur, A., & Arifin, M. S. (2024). The Influence of Perceived Ease of Use and Trust on Customer Satisfaction in Using the Adiraku Fintech Application of PT. Adira Finance Syariah Satellite Balung. Jurnal Tabarru’ : Islamic Banking and Finance, 7(1), 91–99. https://journal.uir.ac.id/index.php/tabarru/article/view/16667

Sari, A. C. M., & Lestariningsih, M. (2021). The Influence of Promotion and Consumer Trust on Consumer Loyalty Through Customer Satisfaction of the Shopee Application (A STUDY ON STIESIA SURABAYA STUDENTS).Jurnal Ilmu Dan Riset Manajemen, 10(5), 1–17.

SIREGAR, N. I. (2023). TOWARDS USER SATISFACTION OF MOBILE BANKING BASED APPLICATION AT BANK MANDIRI KCP MEDAN THESIS BY: NOVIA IRAYANA SIREGAR FACULTY OF ECONOMICS AND BUSINESS UNIVERSITY OF MEDAN AREA MEDAN THESIS BY: NOVIA IRAYANA SIREGAR.

Suci, F. C. W., & Dahlan, K. S. S. (2023). The Effect Of Security And Trust On Mobile Banking Customer Satisfaction Mediated By Convenience Factors. Journal of Social Science (JoSS), 2(10), 888–902. https://doi.org/10.57185/joss.v2i10.144

Sudhartio, L., Yulfiswandi, & Anzarika, R. (2024). Analysis of Factors Influencing Loyalty with Satisfaction as a Mediator among Priority Customers of Bank Syariah Indonesia in the Riau Islands. Jurnal Ekonomi Bisnis, Manajemen Dan Akuntansi (JEBMA), 4(1), 302–320. https://doi.org/10.47709/jebma.v4i1.3566

Suriani, N., Risnita, & Jailani, M. S. (2023). The Concept of Population and Sampling as Well as Participant Selection in the Context of Educational Scientific Research. Jurnal IHSAN : Jurnal Pendidikan Islam, 1(2), 24–36. https://doi.org/10.61104/ihsan.v1i2.55

Tampubolon, M. (2023). Qualitative Research Method. Metode Penelitian Kualitatif, 3(17), 43. http://repository.unpas.ac.id/30547/5/BAB III.pdf

Umaningsih. Wahyu Prastiwi, W., & Dewi Kusuma. (2020). The Influence of Perceived Ease of Use, Service Features, and Security on the Intention to Use E-Money.Jurnal Akuntansi Dan Ekonomi, 21, 113–119. https://doi.org/10.29407/jae.v5i3.14057

Urohmah Shifa. (2023). Character Building of Student Discipline Through Pancasila and Citizenship Education Learning in Class IV C SDN Taktakan 1.Skripsi, 1–7.

Usman, O., Iselmi, P. A., & Fidhyallah, N. F. (2024). Factors affecting loyalty in mobile banking: A case study on BSI mobile customers. International Journal of Applied Economics, Finance and Accounting, 18(1), 180–191. https://doi.org/10.33094/ijaefa.v18i1.1341

Wahyuningsih Desi, N. L. (2022). THE INFLUENCE OF EASE OF USE AND SECURITY ON CUSTOMER LOYALTY TO THE DANA E-WALLET APPLICATION. Jurnal Pendidikan Ekonomi, 7(3), 434–445. http://jurnal.stkippersada.ac.id/jurnal/index.php/JPE JURKAMI Volume 7, Nomor 3, 2022%0ADEWAN

Wahyuningsih, F., & Rojuaniah. (2023). The Influence of System Quality and Service Quality on Loyalty Mediated by Customer Satisfaction Among Users of the Bank BSI Syariah Mobile Banking Application.Jurnal Manajemen Bisnis Dan Organisasi, 2(2), 16–26. https://doi.org/10.58290/jmbo.v2i2.114

Widianingsih, D. (2023). The Influence of Ease, Usefulness, Benefits, and Service Features on the Decision to Use the BSI Mobile Application (Case Study of BSI Mobile Users in Ngawi Regency). 1–97.

Wulandari, Nur Dwi. Ginting, Paham. Gulton, P. (2022). The Impact of Online Banking and Bank Fees on Customer Loyalty at PT Bank XXX (Persero) Tbk, Branch XXX, with Customer Satisfaction as a Mediator.9, 50–67.