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All Journal Widya Cipta : Jurnal Sekretari dan Manajemen JISEF : Journal Of International Sharia Economics And Financial
Maulana, Chandra Zaky
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Environmental Science Industrial & Manufacturing Engineering Social Sciences

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Moderating Effect of Trust on Determinants of Customer Satisfaction Factors Muhammadinah, Muhammadinah; Palengka, Muhammad Fajri; Bayumi, Muhammad Rahman; Maulana, Chandra Zaky
Widya Cipta: Jurnal Sekretari dan Manajemen Vol 9, No 1 (2025): March
Publisher : Universitas Bina Sarana Informatika

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.31294/widyacipta.v9i1.21035

Abstract

In connection with customer satisfaction of mobile banking users, there are several problems, including being vulnerable to “smishing” fraud, one of which involves rogue mobile applications. This study aims to determine the role of trust in moderating the effect of security level, and service features on customer satisfaction of mobile banking users of Bank Sumsel Babel Syariah UIN Raden Fatah Palembang Branch Office. This type of research is quantitative using statistical techniques to test the hypothesis. The data used is primary data with data collection techniques using questionnaires distributed directly to 100 respondents as samples with accidental sampling techniques while secondary data uses literature studies. The data analysis technique in this study uses SmartPLS with outer model testing including convergent validity, average variance extracted (AVE) and composite reliability and inner model testing including R square and hypothesis testing. The results showed that based on testing convergent validity, average variance extracted (AVE) and composite reliability, it is known that all variables including their indicators are declared valid and reliable, then the R-square value is 0.579 which means that customer satisfaction can be explained by 57.9% by the variables of security level, service features and trust, while the remaining 42.1% is explained by other variables outside the study.  Then the results of hypothesis testing show that the variables of security level, service features and trust directly have a positive and significant effect on customer satisfaction. Then the trust variable is unable to moderate the effect of the level of security and service features on customer satisfaction.
PENGARUH KEMUDAHAN TRANSAKSI, VARIASI FITUR, DAN KEAMANAN TRANSAKSI DALAM BERBELANJA DI E-COMMERCE SHOPEE TERHADAP LOYALITAS PELANGGAN (SURVEI PADA WARGA VILLA SUKAJAYA INDAH SUKARAMI KOTA PALEMBANG) Tarissyaa, Uut; Maulana, Chandra Zaky; Asrol, Safitri
JISEF : Journal Of International Sharia Economics And Financial Vol 3 No 02 (2024): JISEF : Journal Of International Sharia  Economics and Financial
Publisher : Pusat Studi Ekonomi, Publikasi Ilmiah dan Pengembangan SDM

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62668/jisef.v3i2.1395

Abstract

Shopee is one of the buying and selling marketplaces that is now in great demand by the public. Research Objectives to determine the effect of Transactions, Feature Variations, and Transaction Security on Shopee Customer Loyalty. This type of research is quantitative. The sampling method is purposive sampling technique and as many as 100 respondents. The data used is primary data. Based on the results of hypothesis testing, it shows that the Ease of Transaction with a value (t-count 3.039> t-table 1.984, and a significant value of 0.003 <0.05), Feature Variety with a value (t-count 2.341> t-table 1.984, and a significant value of 0.021 <0.05), and Transaction Security with a value of (t-count 3.718> t-table 1.984, and a significant value of 0.000 <0.05) have a positive and significant effect on Shopee Customer Loyalty for residents of Villa Sukajaya Indah, Sukarami, Palembang City. And the three variables together have a positive and significant effect with a value of (f-count 7,591> f-table 2,700, and a significant value of 0.000 <0.05) on Shopee Customer Loyalty in residents of Villa Sukajaya Indah, Sukarami, Palembang.
Co-Authors Asrol, Safitri Bayumi, Muhammad Rahman Muhammadinah Muhammadinah, Muhammadinah Palengka, Muhammad Fajri Tarissyaa, Uut