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All Journal Journal of Tourism Economics and Policy Benefit : Journal of Bussiness, Economics, and Finance
Setena, Made
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Economics, Econometrics & Finance Education Public Health Social Sciences

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Pengaruh Kualitas Layanan Digital Banking dan Kemudahan Penggunaan Aplikasi terhadap Loyalitas Nasabah: Studi Kuantitatif pada BPD Bali Pasupati, Bayu; Indah Hapsari, Putu; Setena, Made
Benefit: Journal of Bussiness, Economics, and Finance Vol. 3 No. 2 (2025): BENEFIT: Journal Of Business, Economics, and Finance
Publisher : Lembaga Penelitian Dan Publikasi Ilmiah (lppi) Yayasan Almahmudi Bin Dahlan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.70437/benefit.v3i2.1189

Abstract

Perkembangan teknologi digital telah mendorong transformasi dalam sektor perbankan melalui layanan digital banking yang menawarkan kemudahan dan efisiensi bagi nasabah. Penelitian ini bertujuan untuk mengkaji pengaruh kualitas layanan digital banking dan kemudahan penggunaan aplikasi terhadap loyalitas nasabah pada Bank Pembangunan Daerah (BPD) Bali. Metode yang digunakan adalah survei kuantitatif dengan sampel sebanyak 94 nasabah aktif yang menggunakan layanan mobile banking BPD Bali. Data dikumpulkan kemudian dianalisis menggunakan regresi linier berganda. Hasil penelitian menunjukkan bahwa variable bebas berpengaruh signifikan positif terhadap variabel terikat. Kemudahan penggunaan aplikasi memiliki pengaruh yang lebih kuat dibandingkan kualitas layanan. Temuan ini menegaskan pentingnya peningkatan aspek kemudahan penggunaan aplikasi dan kualitas layanan dalam menjaga loyalitas nasabah di era digital, khususnya pada bank pembangunan daerah yang tengah melakukan transformasi digital. Penelitian ini memberikan kontribusi empiris sekaligus rekomendasi bagi pengelola bank untuk fokus pada pengembangan layanan digital yang responsif dan user-friendly guna memperkuat hubungan jangka panjang dengan nasabah.
The Effect of Non-Performing Loan Level, Credit Distribution, and Operating Expenses on the Return on Equity in Banking Sub-Sector Companies in KBMI Category 3 Listed on the Indonesia Stock Exchange for The Period 2020-2024 PASUPATI, Bayu; SETENA, Made
Journal of Tourism Economics and Policy Vol. 5 No. 4 (2025): Journal of Tourism Economics and Policy (October - December 2025) - In Press
Publisher : PT Keberlanjutan Strategis Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.38142/jtep.v5i4.1699

Abstract

This study aims to analyze the effect of non-performing loans, credit distribution rates, and operational expenses on the return on equity of KBMI 3 category banking sub-sector companies listed on the Indonesia Stock Exchange (IDX). The approach used is quantitative with an explanatory research type. The sample was determined using purposive sampling and consisted of 9 companies. Secondary data were obtained from the 2020-2024 financial reports through the IDX official website and analyzed using multiple linear regression with SPSS version 25. The results show that partially, non-performing loans (NPL) do not have a significant effect on return on equity (ROE), while loan-to-deposit ratio (LDR) and operating expenses (BOPO) have a significant effect. These findings contribute to the development of literature and provide practical benefits for management, investors, and regulators. This study has limitations in the number of variables studied and the scope of the sector is still narrow, so the results cannot be generalized widely.
Co-Authors I Putu Budiarta I Wayan Basi Arjana, I Wayan Basi Indah Hapsari, Putu Pasupati, Bayu Pemayun, I Dewa Gede Ari Swabawa, A. Agung Putu