PERAN SYSTEM QUALITY DALAM MENINGKATKAN E-LOYALTY PENGGUNA MOBILE BANKING DI INDONESIA

Authors

Elza Fransisca Universitas Katolik Parahyangan Bandung
Amelia Setiawan Universitas Katolik Parahyangan Bandung
Elizabeth Tiur Manurung Universitas Katolik Parahyangan Bandung

DOI:

Keywords:

Banking, E-loyalty, Systems Quality, User Satisfaction

Abstract

Kemajuan teknologi dan e-commerce yang berkembang pesat telah mengubah cara layanan perbankan beroperasi, terutama melalui platform mobile banking. Di Indonesia, mobile banking berkembang menjadi layanan penting yang mendukung transaksi keuangan dan aktivitas harian pengguna. Meskipun pembaruan sistem dilakukan secara berkala, masih banyak pengguna yang menghadapi kendala teknis yang berdampak pada kepuasan dan loyalitas mereka. Penelitian ini bertujuan untuk mengkaji peran system quality dalam membentuk user satisfaction dan pengaruhnya terhadap e-loyalty pengguna mobile banking di Indonesia. Penelitian ini menggunakan pendekatan kuantitatif eksplanatori, dengan data yang dikumpulkan dari 101 pengguna aplikasi mobile banking di Indonesia melalui kuesioner daring. Analisis dilakukan menggunakan SmartPLS. Hasil penelitian menunjukkan bahwa system quality berpengaruh signifikan terhadap user satisfaction, yang selanjutnya berdampak positif terhadap e-loyalty. Temuan ini menegaskan pentingnya menghadirkan sistem mobile banking yang andal, mudah digunakan, dan aman guna membangun kepercayaan serta hubungan jangka panjang dengan nasabah. System quality menjadi faktor strategis dalam menciptakan keunggulan kompetitif di era perbankan digital.

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