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All Journal Jurnal Ekonomi : Journal of Economic Aptisi Transactions on Management
Sukmasari, Andyani
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Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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PERANAN RELIGIUSITAS SEBAGAI VARIABEL MODERASI DALAM HUBUNGAN PENGALAMAN BERTRANSAKSI ONLINE TERHADAP KEPUASAN NASABAH PERBANKAN SYARIAH Purnama, Suryari; Sukmasari, Andyani; Panjaitan, Ria
Jurnal Ekonomi : Journal of Economic Vol 12, No 01 (2021): Jurnal Ekonomi : Journal of Economic
Publisher : Lembaga Penerbitan Unversitas Esa Unggul

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47007/jeko.v12i01.4096

Abstract

Penelitian ini bertujuan untuk mengetahui pengaruh online transaction experience terhadap kepuasan nasabah pada perbankan syariah, pengaruh online transaction experience terhadap kepuasan nasabah dimoderasi oleh religiusitas nasabah pada perbankan syariah. Populasi penelitian ini adalah seluruh nasabah perbankan syariah di Jakarta. Jumlah sampel dalam penelitian ini sebanyak 110 nasabah perbankan syariah. Metode pengolahan data yang digunakan yaitu Structural Equation Modelling (SEM). Hasil penelitian menunjukkan bahwa terdapat pengaruh online transaction experience terhadap kepuasan nasabah pada perbankan syariah, terdapat pengaruh online transaction experience terhadap kepuasan nasabah dimoderasi oleh religiusitas nasabah pada perbankan syariah. Adapun implikasi yang dapat diberikan yaitu perbankan syariah diharapkan dapat mengedepankan aspek religiusitas sebagai alat promosi. Dalam berpromosi sebaiknya bank syariah mengubah konten promosi menjadi bentuk komunikasi digital mengikuti perkembangan marketing digital. Bank syariah sudah terkenal memiliki pelayanan transaksi online dan layanan tersebut sangat menarik bagi para nasabah, selain mendapatkan layanan transaksi secara cepat, transaksi ini mudah diakses dan sesuai dengan kepentingan nasabah. Namun penggunaan teknologi harus selalu diperbaharui mengikuti perkembangan terkini. Kata-kunci: pengalaman pelanggan bertransaksi online, religiusitas, kepuasan nasabah, perbankan
The Role of Religiosity as a Mediating Variable in the Relationship between Online Transactions and Customer Satisfaction and Loyalty in Islamic Banking Purnama, Suryari; Sukmasari, Andyani; Bhandari, Rahul
APTISI Transactions on Management (ATM) Vol 5 No 2 (2021): ATM (APTISI Transactions on Management: July)
Publisher : Pandawan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33050/atm.v5i2.1532

Abstract

This study aims to determine the role of religiosity as mediation in the relationship between online transactions and customer satisfaction and loyalty in Sharia banking in the Jakarta area. The population of this research is all sharia banking customers in Jakarta. The number of samples in this study was 175 Sharia banking customers in Jakarta by sampling purposive sampling method. The data processing method used is Structural Equation Modelling. The results showed: 1) there is no effect of failure on the experience of online transactions in Sharia banking; 2) there is an effect of service recovery on the customer experience of online transactions in Sharia banking; 3) there is an influence of customer experience on customer satisfaction in online transactions in Sharia banking; 4) there is an effect of customer satisfaction on customer loyalty using online transactions in Sharia banking; 5) customer religiosity moderates between customer experience to satisfaction using online transactions; 6) Customer religiosity moderates the satisfaction of customer loyalty using online transactions in Sharia banking.
Co-Authors Bhandari, Rahul Panjaitan, Ria Suryari Purnama