Performa Financial Super-App Terhadap Kepuasan dan Loyalitas Pengguna Mobile Banking
DOI:
https://doi.org/10.37535/104003120232Keywords:
mobile banking, e-service quality, customer satisfaction, customer loyaltyAbstract
Mobile Banking yang merupakan fasilitas layanan berbasis elektronik yang digunakan oleh perbankan di Indonesia untuk memenuhi transaksi nasabah. Penelitian ini menggunakan pendekatan desain penelitian deskriptif dengan data empiris yang dikumpulkan melalui survei online dari sampel para nasabah yang menggunakan aplikasi Mobile Banking super apps. Data empiris kemudian diolah menggunakan pendekatan Partial Least Square (PLS)-SEM untuk menguji sejumlah hipotesis yang diajukan. Dapat disimpulkan bahwa variabel yang berpengaruh yang signifikan terhadap variabel Electronic Customer Satisfaction adalah Site Organization, User Friendliness, Personal Needs, Efficiency. Sedangkan variabel Reliability dan Responsiveness tidak berpengaruh signifikan terhadap Electronic Customer Satisfaction.
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