PENGARUH PELAYANAN BSI MOBILE TERHADAP CUSTOMER LOYALTY MELALUI  CUSTOMER SATISFACTION (Studi pada Pengguna BSI Mobile KCP Bandung Setrasari)

Syifaul Kamelia; Kiagus Muhammad Amran; Nur Aziz Sugiharto

doi:10.29040/jie.v8i3.14392

PENGARUH PELAYANAN BSI MOBILE TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION (Studi pada Pengguna BSI Mobile KCP Bandung Setrasari)

Syifaul Kamelia, Kiagus Muhammad Amran, Nur Aziz Sugiharto

Abstract

In striving for customer loyalty, banks are obliged to provide excellent service for their customers. From this satisfactory service, the level of customer satisfaction will increase and create loyalty for a product or service. This study aims to find out The Effect of BSI Mobile Services on Customer Loyalty Through Customer Satisfaction in Bank Syariah Indonesia KCP Bandung Setrasari customers who use BSI Mobile. The research method used is quantitative research using the type of associative research. The population in this study is all customers of Bank Syariah Indonesia KCP Bandung Setrasari who use BSI Mobile. The sampling technique used in this study is Purposive Sampling with a sample of 120 respondents. The data collection technique uses a questionnaire that will be tested for validity and reliability. The data analysis used in this study is path analysis using SPSS 26 software. The results of the study show that BSI Mobile services have a positive and significant effect on customer satisfaction, BSI Mobile services have a positive and significant effect on customer loyalty, customer satisfaction has a positive and significant effect on customer loyalty, and customer satisfaction is able to mediate the influence of BSI Mobile services on customer loyalty.

References

Arifin, A. Z. (2023). Analisis Kualitas Pelayanan Digital Aplikasi BSI Mobile dengan Pendekatan Importance Performance Analysis (IPA) dan Customer Satisfaction Index (CSI) [UIN Raden Mas Said Surakarta]. https://eprints.iain-surakarta.ac.id/6537/1/

Askholani, K. (2023). Pengaruh Self-Service Technology, Islamic Service Quality dan Brand Image terhadap Customer Loyalty dengan Customer Satisfaction Sebagai Variabel Intervening (Nasabah Bank Muamalat di Salatiga). UIN Salatiga.

Astuti, O. T. (2023). Pengaruh E-Service Quality Terhadap E-Customer Loyalty Pada Aplikasi Elektronik Mobile Banking Bank Syariah Indonesia (BSI) Dengan Kepuasan Sebagai Variabel Intervening. UIN Raden Mas Said Surakarta.

Atikoh, N. (2021). Pengaruh Kualitas Pelayanan dan Persepsi Harga Terhadap Loyalitas Melalui Kepuasan Pelanggan Pada PT. Putra Sumber Abadi. STEI Jakarta.

Balqisya Amirputri, P., & Khasanah, I. (2022). Pengaruh Customer Experience Quality, Relationship Value, dan Service Quality Terhadap Customer Loyalty dengan Relationship Quality Sebagai Variabel Mediasi Pada Konsumen Layanan Mandiri Online di Surabaya. Diponegoro Journal of Management, 11(1), 1–13. https://ejournal3.undip.ac.id/index.php/djom/index

Bank Syariah Indonesia. (2023). Laporan Tahunan Bank Syariah Indonesia 2023.

Claudia, D., Simanjuntak, Y., Indonesia, U. P., Purba, P. Y., & Indonesia, U. P. (2020). Peran Mediasi Customer Satisfaction dalam Customer Experience Dan Loyalitas Pelanggan. Jurnal Bisnis & Manajemen, 7(2), 171–184. https://doi.org/10.26905/jbm.v7i2.4795

Detiknews. (2022a). BSI Mobile, Energi Baru Indonesia. Detiknews. https://news.detik.com/kolom/d-6487801/bsi-mobile-energi-baru-indonesia

Detiknews. (2022b). BSI Sabet Penghargaan Mobile Banking Syariah Terbaik. Detiknews. https://news.detik.com/berita/d-6022352/bsi-sabet-penghargaan-mobile-banking-syariah-terbaik

DetikNews, N. S. (2022). BSI Mobile, Sahabat Umat. News.Detik.Com. https://news.detik.com/kolom/d-6489817/bsi-mobile-sahabat-umat

Fitzsimmons, J. A., & Fitzsimmons, M. J. (2011). Service Management: Operations, Strategy, Information Technology (Seventh Ed). McGraw-Hill.

Griffin, J. (2005). Customer Loyalty : Menumbuhkan & Mempertahankan Kesetiaan Pelanggan. Erlangga.

Hair et. al. (2011). Multivariate Data Analysis (Fifth Edit). PrenticeHall, Inc.

Karimah, N. (2023). Pengaruh Customer Experience dan Customer Value Terhadap Customer Loyalty dengan Customer Satisfaction Sebagai Variabel Intervening (Studi Pada Konsumen Potacorner Pasuruan). UIN Maulana Malik Ibrahim.

Kotler, P., Armstrong, G., & Balasubramanian, S. (2024). Principles Of Marketing (19th ed.). Pearson Education Limited. https://drive.google.com/file/d/1vZo8wIszLlrtWwQ7ZoNrdt66jStEtHiP

Kotler, P., Keller, K. L., & Chernev, A. (2022). Marketing Management (16th ed.). Pearson Education Limited.

Muhammad Cahya Hairul. (2022). Kepuasan Nasabah Dalam Penggunaan Aplikasi BSI Mobile Banking PT Bank Syariah Indonesia (Persero) Kantor Cabang Pembantu Balikpapan Baru 1. In Tugas Akhir. https://dspace.uii.ac.id/bitstream/handle/123456789/40671/

Pranantha, E. Y. (2021). Pengaruh Kualitas Layanan dan Fitur Produk BSI Mobile Terhadap Kepuasan Nasabah Bank Syariah Indonesia di Kabupaten Sleman [Universitas Islam Indonesia]. https://dspace.uii.ac.id/bitstream/handle/123456789/35871/

Rahmawati, A. (2020). Analisis Pengaruh Brand Image terhadap Customer Loyalty. July, 1–23. https://digilib.polban.ac.id/files/disk1/225/

Rozy, F. (2021). Pengaruh Service Quality dan Customer Experience Terhadap Customer Loyalty Dengan Customer Satisfaction Sebagai Variabel Intervening (Studi Pada Konsumen Kopistudio24 Malang). In Skripsi, Universitas Islam Negeri Malang.

Salma. (2023). Purposive Sampling. Penerbitdeepublish.Com. https://penerbitdeepublish.com/purposive-sampling/#Jenis_Purposive_Sampling

Stats, G. (2022). TOP 10 Bank Terbaik di Indonesia. Goodstats.Id. https://goodstats.id/infographic/top-10-bank-terbaik-di-indonesia-DSRAG

Sugiyono. (2021). Metode Penelitian Kuantitatif, Kualitatif dan R&D (3rd ed.). CV Alfabeta.

Udayana, I. B. N., Cahya, A. D., & Kristiani, F. A. (2022). Pengaruh Customer Experience dan Service Quality Terhadap Loyalitas Pelanggan dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi pada The Praja Coffee & Resto). Scientific Journal of Reflection: Economic, Accounting, Management and Business, 5(1), 173–179. https://doi.org/10.37481/sjr.v5i1.449

Universitas Binus. (2021). Memahami R Square (Koefisien Determinasi) Dalam Penelitian Ilmiah. Accounting.Binus.Ac.Id. https://accounting.binus.ac.id/2021/08/12/memahami-r-square-koefisien-determinasi-dalam-penelitian-ilmiah/#:~:text=R square disebut juga sebagai,angka satu berarti semakin baik.

Wardani, N. K. (2023). Pengaruh Pengalaman Nasabah Dan Kualitas Layanan Terhadap Loyalitas Nasabah Mobile Banking Pada Bank Syariah Indonesia Kantor Cabang Pembantu Ponorogo Cokroaminoto. https://etheses.iainponorogo.ac.id/22430/1/

Widodo, J. J. T. A. dan T. (2022). Pengaruh E-Service Quality terhadap E-Customer Loyalty melalui E-Customer Satisfaction sebagai Variabel Intervening Pada Aplikasi Tiket.com. Manajemen (Edisi Elektronik), 13(1), 133–149. https://doi.org/10.32832/jm-uika.

Wisenblit, L. G. S. & J. L. (2019). Consumer Behavior (12th ed.). Pearson Education Limited.

Zeithaml, V. A., Bitner, M. J., Gremler, D. D., & Mende, M. (2023). Services Marketing: Integrating Customer Focus Across the Firm (8th ed.). McGraw-Hill.

DOI: http://dx.doi.org/10.29040/jie.v8i3.14392