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All Journal Journal of Business & Banking Jurnal Organisasi Dan Manajemen Jurnal Manajemen Strategi dan Aplikasi Bisnis EKUITAS (Jurnal Ekonomi dan Keuangan) Performance : Jurnal Bisnis dan Akuntansi Jurnal Manajemen dan Inovasi (MANOVA) Jurnal Kedaymas
Ilfitriah, Aniek Maschudah
Universitas Hayam Wuruk Perbanas
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Journal : Journal of Business

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TRANSAKSI ONLINE, MENINGKATKAN KEPERCAYAAN DAN LOYALITAS MEREK BAGI KONSUMEN DI SURABAYA Aniek Maschudah Ilfitriah; Mohammad Nurhadi; Sumywi Rinnukti Asri
Journal of Business & Banking Vol 4, No 1 (2014): Mei 2014
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v4i1.292

Abstract

This study is aimed to determine the influence of transactional factors toward online brand trust and online brand loyalty. Online transactions factors consist of Information Quality, Perceptions of Risk, Reference from mouth to mouth, Online Shopping Experience and Sites Reputation. This is a survey research using questionnaires by Likert scale to measure all the constructs. Questionnaires distributed to the students of 14 campus locations in Surabaya. Questionnaires were distributed to 120 people and there are 5 people who do not qualify and excluded out from data so there left only 115 persons. The data were analyzed by means of Structural Equation Modelling (SEM) for testing the hypotheses. It shows that the quality of information has significant effect on online brand trust by 0.301 (p = 0.005); Perceptions of Risk has a direct and significant effect on online brand trust by 0.472 (p = 0.003), and Online Brand Trust has direct and significant effect on Online Brand Loyalty of 0.430 (p = 0.000).
PENGARUH VARIABEL KEPUASAN, KEPERCAYAAN, DAN KOMITMEN AFEKTIF TERHADAP PERPINDAHAN NASABAH DI SURABAYA Andri Rachmad Setiawan; Aniek Maschudah Ilfitriah
Journal of Business & Banking Vol 2, No 1 (2012): Mei 2012
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v2i1.167

Abstract

It is a fact that banking services industry is certainly difficult to determine because of the quality of the product which is naturally intangible. In general, customers need the creation is sustainable. Yet, it is not an easy task for us because changes can occur at any time, whether the change in customers tastes or psychological aspects also followed by the changes in environmental conditions that affect aspects of their psychological, social and cultural backgrounds. This study was conducted at Bank BCA Surabaya whose objectives as the following: such as to analyze (1) the effect of affective commitment to customer satisfaction. (2) the influence of trust on affective commitment toward customers. (3) the effect of affictive commitment toward customer migration intentions, It employed 100 respondents, gathered based on nonprobability sampling or convenience sampling. The analysis technique used is multiple linear regression analysis using t-test. The results showed such as (1) satisfaction variables significantly influence the affective commitment variable, while the trust variable does not significantly influence affective commitment variable. (2) variable effective commitment significantly influences the intention variable, displacement variable customer satisfaction, and trust, while no significant effect on the intention variable displacement of cus tomers.
PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK PENGGUNA E-BANKING DI SURABAYA Ainul Yaqin; Aniek Maschudah Ilfitriah
Journal of Business & Banking Vol 4, No 2 (2014): November 2014
Publisher : STIE Perbanas Surabaya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.14414/jbb.v4i2.375

Abstract

In the global era, the banks created a system of e-banking that is a form of service providedby them for providing customers ease in conducting transactions anytime and anywhere viaonline. However, with e-banking, it is still perceived by customer complaints, such as securityproblems. In addition, the use of e-banking cannot be used by all customers because ofcertain constraints. The aim of this study was to determine the effect of a positive significantrelationship between service qualities on customer loyalty Bank user satisfaction of ebankingin Surabaya. This research method uses questionnaire for collecting the data. Theresearch was conducted in Surabaya, while the analysis was done by using Structural EquationModeling (SEM) with the number of respondents of 115. The results show that the effectof service quality on customer satisfaction and the effect of customer satisfaction on customerloyalty have no significant and positive effect. The effect of service quality on customer loyaltyhas a significant positive effect
Co-Authors Agustina Ratna Dwiati Agustina Ratna Dwiati, Agustina Ratna Ainul Yaqin Andri Rachmad Setiawan Aryani, Nadillah Urfa Kamila, Adinda Cahya Mochamad Nurhadi Mochamad Nurhadi, Mochamad Mohammad Nurhadi Muhammad Septama Prasetya Risfani, Azizah Ayu Rohmad Fuad Armansyah Ronny Ronny Ronny Sri Lestari Kurniawati Sumywi Rinnukti Asri