The Effect of Benefits Offered, E-Servqual, and Customer Trust on Customer Satisfaction : Case Study on BSI Mobile Users in Bengkulu City

Nervita Sari; Idham Lakoni; M. Noor Army

doi:10.30822/jap6r654

Authors

Nervita Sari Universitas Prof. Dr. Hazairin SH.
Idham Lakoni
M. Noor Army

DOI:

https://doi.org/10.30822/jap6r654

Keywords:

benefits offered; customer trust; customer satisfaction and e-servqual

Abstract

This research aims to test the promoted utility of e-servqual and the belief in customer satisfaction from BSI mobile banking in Bengkulu City. The research is explanatory and quantitative in nature. Primary data were obtained from a questionnaire administered to 160 BSI customers who use mobile banking for transactions. The sample was determined using purposive non-probability sampling. Data were collected from documentation, questionnaires, and literature reviews. The analysis methods included testing classical assumptions, instruments, hypotheses, and statistics. The research results show that promoted utility contributes to customer satisfaction, e-servqual contributes to customer satisfaction, and belief contributes to customer satisfaction. Simultaneously, each independent variable contributes significantly to the dependent variable.

References

Arcand. (2017). Mobile Banking E- Service Quality and Customer Relationship. International Journal Of Bank Marketing.

Hair. (2020). Pengaruh Keragaman Produk, Harga Dan Promosi Terhadap Keputusan Pembelian Pada Toko Joyshop Malang. Jurnal Riset Mahasiswa Manajemen, 6(2), 1–5.

Hana Nafisah, Ahmad Amin Dalimunte, & M. Ikhsan Harahap. (2023). Analisis Pengaruh Customer Trust Terhadap Keputusan Menggunakan Mobile Banking Melalui Perceived Risk Sebagai Variabel Intervening. Jurnal Mutiara Ilmu Akuntansi, 1(4), 214–233. https://doi.org/10.55606/jumia.v1i4.2042

Nurain Putri Wahab, R. H. & Y. L. I. (2024). Pengaruh Penggunaan Aplikasi Otentikasi Dan Benefits Offered Terhadap Kepuasan Nasabah Dalam Bertransaksi Pada PT Taspen Persero Cabang Gorontalo. Economic Reviews Journal.

Prakoso Dkk. (2021). Survei Minat Masyarakat Terhadap Aktivitas Olahraga Rekreasi Masa Pandemi Covid-19 Di Simpang Lima Semarang. Journal Of Physical Activity and Sports.

Pranatawijaya Dkk. (2019). Penerapan Skala Likert Dan Skala Dikotomi Pada Kuesioner Online. . Jurnal Sains Dan Informatika.

Prisanti. (2017). Pengaruh E-Service Quality Dan E-Trus Terhadap E-Customer Satisfaction Serta Implikasinya Terhadap Ecustomer Loyalty (Studi Pada Nasabah PT Bank Rakyat Indonesia (Persero) Tbk Kantor Cabang Pembantu Lawang). In JOURNAL OF BUSINESS STUDIES (Vol. 19, Issue 1). http://keuangan.kontan.co.id

Safitri. (2024). Pengaruh Kenyamanan Nasabah Dan Kepercayaan Nasabah Terhadap Kepuasan Nasabah Dalam Menggunakan BSI Mobile Bank Syariah Indonesia Kc Prabumulih. Jurnal Ekonomi Manajemen.

Sanny. (2020). Pengaruh Net Interest Margin (NIM) Terhadap Return On Asset (ROA) Pada PT Bank Pembangunan Daerah Jawa Barat Dan Banten Tbk Periode 2013-2017. Jurnal E-Bis (Ekonomi-Bisnis).

Subiyakta, H. D., & S. A. (2021). Pengaruh CAR, NPL Dan LDR Terhadap Profitabilitas Studi Pada BPD Pulau Sulawesi. Journal Of Financial Economics & Investment.

Sudaryanti, D. S., S. N., & K. A. (2018). Analisa Pengaruh Mobile Banking Terhadap Kinerja Perusahaan Sektor Perbankan Yang Tercatat Di Bursa Efek Indonesia. Jurnal Ekonomi Manajemen.

Sugiyono. (2016). METODE PENELITIAN KUANTITATIF, KUALITATIF DAN R&D.

Sugiyono. (2018). Metode Penelitian Kuantitatif, Kualitatif Dan R &Metode Penelitian Kuantitatif, Kualitatif Dan R & D.

Tiana. (2019). Pengaruh Benefits Offered Aplikasi Mobile Banking Terhadap Kepuasan Nasabah, Kepercayaan, Loyalitas Dan Positive Word Of Mouth (Wom). Jurnal Fidusia.

Ummi Khoiriyah And Purnama Putra. (2022). Analisis Jalur Pengaruh Pengambilan Keputusan Bertransaksi Melalui Bsi Mobile. Jurnal Ekonomi Keuangan Dan Syariah.