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All Journal Jurnal Economica: Media Komunikasi ISEI Riau
Alvi Furwanti Alwie
Fakultas Ekonomi Dan Bisnis Universitas Riau
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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ANALISIS FAKTOR-FAKTOR YANG MEMPENGARUHI BEHAVIOR INTENTION TERHADAP USE BEHAVIOR PADA NASABAH GEN Y PENGGUNA MOBILE BANKING BNI DI KOTA PEKANBARU Fikrul Irsyad; Sri Indarti; Alvi Furwanti Alwie
JURNAL ECONOMICA: Media Komunikasi ISEI Riau Vol. 11 No. 2 (2023)
Publisher : Ikatan Sarjana Ekonomi Indonesia Cabang Pekanbaru

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46750/economica.v11i2.148

Abstract

Perkembangan teknologi di berbagai bidang membawa masyarakat Indonesia saat ini memasuki era digital. Teknologi dibuat semakin canggih dengan menggutamakan kenyamanan pengguna, hal tersebut direspon oleh setiap perusahaan, salah satunya yaitu Bank BNI dengan memberikan pelayanan kemudahan akses informasi dengan klienya dengan cara mengaplikasikan teknologi informasi yang modern melalui mobile banking. Banyaknya jumlah bank dan adanya perubahan transaksi keuangan dari offline menjadi online akan meningkatkan persaingan di antara perusahaan perbankan yang ada di Indonesia.. Penelitian ini bertujuan untuk menganalisa faktor-faktor yang mempengaruhi behavior intention terhadap use behavior pada nasabah Gen Y pengguna mobile banking BNI Di Kota Pekanbaru. Populasi dalam penelitian ini adalah 149.854 nasabah BNI pengguna mobile banking di Kota Pekanbaru dengan sampel sebanyak 200 responden. Sumber data yang digunakan dalam penelitian ini data primer dan data sekunder dengan kuesioner sebagai teknik pengumpulan data. Hasil penelitian ini menunjukkan bahwa performance expectancy, facilitating condition dan trust berpengaruh signifikan terhadap behavior intention, sedangkan effort expectancy dan social influence tidak berpengaruh signifikan terhadap behavior intention. Behavior intention berpengaruh signifikan terhadap use behavior. Kata Kunci: Harapan Kinerja, Harapan Usaha, Pengaruh Sosial, Kondisi Fasilitasi, Niat Perilaku dan Perilaku Penggunaan Abstract Technological developments in various fields have brought Indonesian society to enter the digital era. Technology is made more sophisticated by prioritizing user convenience. Every company responds to this, one of which is Bank BNI by providing easy access to information with its clients by applying modern information technology through mobile banking. The large number of banks and the change in financial transactions from offline to online will increase competition among banking companies in Indonesia. This study aims to analyze the factors that influence behavioral intention to use behavior among Gen Y customers who use BNI mobile banking in cities. Pekanbaru. The population in this study were 149,854 BNI customers using mobile banking in Pekanbaru City with a sample of 200 respondents. The data sources used in this study were primary data and secondary data using questionnaires as a data collection technique. The results of this study indicate that performance expectancy, facilitating condition and trust have a significant effect on behavior intention, while effort expectancy and social influence have no significant effect on behavior intention. Behavior intention has a significant effect on use behavior. Keywords: Performance Expectancy, Effort Expectancy, Social Influence, Facilitating Condition, Behavior Intention and Use Behavior
PENGARUH KUALITAS LAYANAN DAN CITRA PERUSAHAAN TERHADAP LOYALITAS PELANGGANDIMEDIASI OLEH KEPUASAN PELANGGANDI PT PERUSAHAAN GAS NEGARA, Tbk AREA DUMAI Charly Simanullang; Alvi Furwanti Alwie; Yusni Maulida
JURNAL ECONOMICA: Media Komunikasi ISEI Riau Vol. 12 No. 1 (2024)
Publisher : Ikatan Sarjana Ekonomi Indonesia Cabang Pekanbaru

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46750/economica.v12i1.250

Abstract

This study aims to analyze the effect of service quality and company image on customer loyalty, with customer satisfaction as a mediator, at PT Perusahaan Gas Negara, Tbk Dumai Area. PT Perusahaan Gas Negara, Tbk is a leading company in the gas sector, and understands the very important factors that influence customer loyalty in maintaining and increasing market share. This research was conducted in Dumai with the population being all household sector gas customers of PT. Perusahaan Gas Negara Tbk Dumai Area. The total population in the study is 8,873 active customers who are currently still using city gas products. The sampling technique used is probability sampling using the simple random sampling method The number of samples in this study is 368. Survey approach with primary data collection from active customers, using questionnaires to measure customer perceptions of service quality, company image, customer satisfaction, and their level of loyalty to PGN. The collected data is analyzed using statistical analysis, data analysis using the Partial Least Square (PLS) approach with component - or variant-based Structural Equation Modeling (SEM) equation models. The results of this study show that service quality has a positive and significant effect on customer satisfaction. The company's image also has a positive and significant effect on customer satisfaction. Furthermore, customer satisfaction proved to be a significant mediator between service quality and customer loyalty. That is, customer satisfaction plays a role in linking customer experience with their loyalty to PGN Dumai.As for company image, customer satisfaction is not a significant mediator of customer loyalty. The results of this study provide valuable insights into the importance of maintaining and improving service quality and company image to maximize customer satisfaction and ultimately increase customer loyalty. Companies may consider further investments in staff training, corporate image improvement, and efforts to improve customer satisfaction as part of their marketing strategy. This research also contributes to the literature in the field of marketing and management by confirming the important role of customer satisfaction as a mediator in the relationship between service quality, and customer loyalty. Keywords :
Co-Authors Charly Simanullang Fikrul Irsyad Sri Indarti Yusni Maulida