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All Journal Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking) Jurnal Keuangan dan Perbankan
Rofianto, Whony
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Economics, Econometrics & Finance Social Sciences

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Penerapan Dukungan Teknologi Dalam Meningkatkan Loyalitas Nasabah Pada Banking Super-APP Platform Andriani, Meta; Ilaahi, Saskia; Rofianto, Whony; Wardani, Deni
Jurnal Keuangan dan Perbankan Vol. 21 No. 1 (2024): Jurnal Keuangan Dan Perbankan, Volume 21 No. 1, Desember 2024
Publisher : STIE Indonesia Banking School

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35384/jkp.v21i1.608

Abstract

Latar belakang penelitian ini didasari oleh pesatnya perkembangan teknologi informasi yang mempengaruhi sektor perbankan, khususnya dalam penggunaan aplikasi mobile banking. Aplikasi mobile banking Bank X menjadi salah satu yang paling diminati, dengan pertumbuhan jumlah pengguna dan transaksi yang signifikan. Namun, terdapat kesenjangan penelitian terkait faktor-faktor yang mempengaruhi loyalitas nasabah dalam menggunakan layanan ini. Tujuan penelitian ini adalah untuk menganalisis pengaruh faktor-faktor seperti usability, customer service, customer trust, customer satisfaction, perceived risk, dan relative advantages terhadap loyalitas nasabah pengguna aplikasi mobile banking. Penelitian ini menggunakan metode kuantitatif deskriptif dengan pendekatan survei. Data dikumpulkan melalui kuesioner yang disebarkan kepada 100 responden yang merupakan pengguna aplikasi mobile banking. Analisis data dilakukan dengan menggunakan teknik Structural Equation Modeling (SEM) melalui perangkat lunak SmartPLS 3. Hasil penelitian menunjukkan bahwa usability memiliki pengaruh positif signifikan terhadap customer trust, customer service, dan customer satisfaction. Selain itu, customer satisfaction dan customer trust juga terbukti mempengaruhi loyalitas nasabah secara signifikan. Sebaliknya, perceived risk tidak menunjukkan pengaruh signifikan terhadap loyalitas, sementara relative advantages berperan penting dalam meningkatkan loyalitas nasabah. Kesimpulannya, untuk meningkatkan loyalitas nasabah, Bank Mandiri perlu memperkuat faktor usability, customer service, dan kepercayaan nasabah terhadap aplikasi mobile banking.
Art of Seduction: How Customer Experience Drives Attitudinal Loyalty and Online Impulse Buying on Shopee Tanzil, Felicia; Rofianto, Whony; Simatupang, Batara Maju; Surjaatmadja, Surachman
Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and Banking) Vol. 11 No. 2 (2025): Jurnal Ekonomi, Manajemen dan Perbankan (Journal of Economics, Management and
Publisher : STIE Indonesia Banking School

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35384/jemp.v11i2.808

Abstract

This study examines the influence of multiple dimensions of the online customer experience on attitudinal loyalty and online impulsive buying behavior, with self-control and time scarcity serving as moderating variables. Employing a quantitative methodology, data were collected via surveys from 85 Shopee users in the Jabodetabek area. The results indicate that trust, platform design quality, ease of navigation, and interactivity significantly enhance customer loyalty to Shopee. These results highlight the importance of a reliable and user-friendly online environment in fostering strong customer commitment and repeat engagement. The findings provide practical insights for e-commerce stakeholders by showing how optimizing trust, usability, and engagement can increase transaction frequency and customer retention. Ultimately, this research underscores the critical role of experiential factors in shaping online consumer actions and offers strategic recommendations for Indonesian e-commerce platforms to sustain competitive advantage through enhanced customer experiences.Overall, the study underscores the critical role of experiential factors in shaping consumer behavior online and offers actionable recommendations for leveraging these dimensions to improve both customer loyalty and sales performance within the Indonesian e-commerce sector.
Co-Authors Andriani, Meta Ilaahi, Saskia Simatupang, Batara Maju Surachman Surjaatmadja Tanzil, Felicia Wardani, Deni