PENGARUH SELF-SERVICE TECHNOLOGY TERHADAP KEPERCAYAAN, KEPUASAN NASABAH, DAN LOYALITAS NASABAH (Survei Pada Nasabah Pt. Bank Rakyat Indonesia (Persero) Tbk. Kantor Cabang Malang Kawi Kanwil Malang) - Banar Suryo Wicaksono (Fakultas Ilmu Administrasi Universitas Brawijaya, 2015)
This study examines the effect of self-service technology to the trust, satisfaction, and customer loyalty surveys on customer PT. Bank Rakyat Indonesia (Persero) Tbk. Kawi Malang Branch Office, Malang Regional Office. Self-service technology is exogenous and which are endogenous variables are trust, satisfaction and loyalty. Explanatory Research kind of research with a quantitative approach. The samples used by 120 respondents. Purposive sampling in the sampling technique used in this study with a sample criteria customers use ATMs, internet banking and mobile banking. Data analysis techniques used in this study with multivariate analysis Generalized Structured Component Analysis (GSCA). The results showed significant effect of self-service technology variables of trust, satisfaction, and customer loyalty. Variable trust also have a significant effect on satisfaction, but the positive effect is not significant at α=5%. Satisfaction variables also have a significant effect on customer loyalty. Keywords: Self-Service Technology, Trust, Satisfaction, Loyality, Banking ABSTRAK Penelitian ini menguji pengaruh self-service technology terhadap kepercayaan, kepuasan, dan loyalitas nasabah survei pada nasabah PT. Bank Rakyat Indonesia (Persero) Tbk. Kantor Cabang Malang Kawi Kanwil Malang. Self-service technology merupakan variabel eksogen dan yang merupakan variabel endogen adalah kepercayaan, kepuasan dan loyalitas nasabah. Jenis penelitian Explanatory Research. Sampel yang digunakan sebanyak 120 responden. Teknik pengambilan sampel purposive sampling dengan kriteria nasabah yang menggunakan ATM, internet banking, dan mobile banking. Teknik analisis data menggunakan Generalized Structured Component Analysis (GSCA). Hasil penelitian menunjukkan terdapat pengaruh signifikan variabel self-service technology terhadap kepercayaan, kepuasan, dan loyalitas nasabah. Variabel kepercayaan juga berpengaruh signifikan terhadap kepuasan, namun berpengaruh positif secara tidak signifikan pada α=5%. Variabel kepuasan berpengaruh signifikan terhadap loyalitas nasabah. Kata Kunci : Self-Service Technology, Kepercayaan, Kepuasan, Loyalitas, Perbankan