Analisis Kualitas Layanan Mobile Banking Menggunakan Metode E-Servqual dan Importance Performance Analysis

Lolok, Alfner Arruan
Marini, Lion Ferdinand (Universitas Papua)
Lotte, Luckhy Natalia Anastasye (Universitas Papua)

Jutisi: Jurnal Ilmiah Teknik Informatika dan Sistem Informasi
Vol 13, No 2: Agustus 2024

Mobile Banking has made financial transactions easier, but customers are worried because the application often experiences errors and updates are not smooth. This causes problems for customers. This study aims to study how customer experience with Mobile Banking services is influenced by service quality. This study uses the e-servqual and Importance Performance Analysis (IPA) methods. The results of the study showed that the combined value of each aspect is tangibles: -0.12, reliability: -0.15, responsiveness: - 0.14, assurance: - 0.13, and empathy: -0.17, indicating poor criteria. The results of the IPA test show two quadrants that are customer priorities, namely quadrant 2 (keep up the good work) which includes variables: x1, x3, x4, x5, x7, x8, x11 and quadrant 3 (low priority) which includes variables: x2, x6, x9, x10, x12, and x13. There is a gap between expectations and performance of Mobile Banking services, namely users have higher expectations than the services received. Keywords: Mobile Banking; Service Quality; Importance Performance Analysis; IPA Analysis AbstrakMobile Banking telah mempermudah transaksi keuangan, namun nasabah merasa khawatir karena aplikasi sering mengalami kesalahan dan pembaruan tidak lancar. Hal ini menimbulkan masalah bagi para nasabah. Penelitian ini bertujuan untuk mempelajari bagaimana pengalaman nasabah dengan layanan Mobile Banking dipengaruhi oleh kualitas layanan. Penelitian ini menggunakan metode e-servqual dan Importance Performance Analysis (IPA). Hasil penelitian menunjukkan bahwa nilai gab setiap aspek adalah tangibles: -0.12, reliability: -0.15, responsiveness: - 0.14, assurance: - 0.13, dan empathy: -0,17, menunjukkan kriteria yang tidak baik. Hasil uji IPA terdapat dua kuadran yang menjadi prioritas nasabah yaitu kuadran 2 (keep up the good work) yang meliputi variabel: x1, x3, x4, x5, x7, x8, x11 dan kuadran 3 (low priority) yang meliputi variabel: x2, x6, x9, x10, x12, dan x13. Terdapat kesenjangan antara harapan dan kinerja layanan Mobile Banking yakni pengguna memiliki harapan yang lebih tinggi daripada layanan yang diterima.