PENGARUH PERSEPSI KEMUDAHAN, PERSEPSI KEAMANAN, DAN PERSEPSI KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN DALAM MENGGUNAKAN MOBILE BANKING BCA

Berlintina Permatasari

Abstract


n the current era of globalization, it has an influence, especially on the development of both economic and social activities that occur in society, this is also coupled with the Information Technology System (STI) which is growing very rapidly and undergoing many changes. This study aims to determine the effect of perceived convenience, perceived security, and perceived trust on customer satisfaction in using BCA mobile banking. The population in this study are customers of BCA mobile banking users. The sample in this study was 100 respondents and the technique used was the Non Probability Sampling technique with the Purposive Sampling approach. The method in this study is a quantitative method. The data analysis technique used is multiple linear analysis using IBM SPSS 20.0. The results showed that the perception of security and the perception of trust had a positive and significant effect on customer satisfaction, while the perception of convenience had a positive and insignificant effect on customer satisfaction.

Full Text:

PDF

References


• Jurnal

Ahmad and B. S. Pambudi, “Pengaruh Persepsi Manfaat, Persepsi Kemudahan, Keamanan Dan Ketersediaan Fitur Terhadapminat Ulang Nasabah Bank Dalam Menggunakan Internet Banking (Studi Pada Program Layanan Internet Banking Bri),” J. Chem. Inf. Model., vol. 53, no. 9, pp. 1689–1699, 2013.

L. V. Casaló, C. Flavián, and M. Guinalíu, “The role of security, privacy, usability and reputation in the development of online banking,” Online Inf. Rev., vol. 31, no. 5, pp. 583–603, 2007, doi: 10.1108/14684520710832315.

I. Indrawati, “Promosi, kepercayaan dan keputusan konsumen,” 2013.

N. Nurdin, I. Musyawarah, N. Nurfitriani, and A. Jalil, “Pengaruh Pelayanan Mobile Banking Terhadap Kepuasan Nasabah (Studi Pada Mahasiswa Perbankan Syariah IAIN Palu),” J. Ilmu Perbank. dan Keuang. Syariah, vol. 2, no. 1, pp. 87–104, 2020, doi: 10.24239/jipsya.v2i1.24.87-104.

M. A. Putri and W. Hidayat, “Pengaruh Kualitas Produk Dan Citra Merek Terhadap Pembelian Ulang Melalui Kepuasan Pelanggan Sebagai Variabel,” J. Ilmu Adm. Bisnis, vol. 6, no. 1, pp. 211–219, 2016.

Q. L. Chen and Z. H. Zhou, “Unusual formations of superoxo heptaoxomolybdates from peroxo molybdates,” Inorg. Chem. Commun., vol. 67, no. 3, pp. 95–98, 2016, doi: 10.1016/j.inoche.2016.03.015.

A. Raman and V. Annamalai, “Web services and e-Shopping decisions: A study on Malaysian e-consumer,” IJCA Spec. Issue “Wireless Inf. Networks Bus. Inf. Syst. WINBIS, pp. 54–60, 2011.

McKnight, Kacmar, and Choudhury, “Dispositional Trust and Distrust Distinctions in Predicting High- and Low-Risk Internet Expert Advice Site Perceptions,” e-Service J., vol. 3, no. 2, p. 35, 2004, doi: 10.2979/esj.2004.3.2.35.

A. D. Rahmad, E. S. Astuti, and Riyadi, “Pengaruh Kemudahan Terhadap Kepercayaan Dan Penggunaan Sms Banking,” Adm. Bisnis, vol. 43, no. 1, pp. 36–43, 2017.

B. Ahmad, Y. Makassar, P. T. Bank, and R. Indonesia, “THE INFLUENCE OF USEFUL , EASE , TRUST , AND CONVENIENCE INTEREST IN CUSTOMER BEHAVIOR AND DECISION USING INTERNET BANKING IN THE UNIT OF PT . BANK RAKYAT INDONESIA TBK .,” pp. 121–130.

A. Kuusik and U. Varblane, “How to avoid customers leaving: The case of the Estonian telecommunication industry,” Balt. J. Manag., vol. 4, no. 1, pp. 66–79, 2009, doi: 10.1108/17465260910930458.

• Buku

Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. Badan Penerbit Universitas Diponegoro: Semarang.

Jogiyanto. (2008). Sistem Informasi Keperilakuan. Yogyakarta: Andi.

Kotler, P. & Armstrong, G. (2008). Prinsip-Prinsip Pemasaran Jilid 2, Jakarta: Penerbit Erlangga.

Kotler, P. & Keller, K. L. (2009). Manajemen Pemasaran Edisi 12 Jilid 1. Jakarta: PT. Indeks.

Kotler, P. & Keller, K. L. (2009). Manajemen Pemasaran Edisi 13 Jilid 1. Jakarta: Penerbit Erlangga.

Lupiyoadi, (2006). Manajemen Pemasaran Jasa, Edisi Kedua. Jakarta: Salemba Empat.

Nurastuti, W. (2011). Teknologi Perbankan. Yogyakarta: Graha Ilmu.

Pujianto, S. (2019). Pengaruh Responsiveness, Ease of Use, Reliability, Convenience, Fulfillment, Dan Security and Privacy Terhadap Customer Satisfaction Mandiri Mobile. Jurnal Bisnis Dan Akuntansi. https://doi.org/10.34208/jba.v20i2.421

Rahardjo, B. (2005). Keamanan Sistem Informasi Berbasis Internet. Jakarta: PT. Insan Indonesia.

Rahmad, A. D., Astuti, E. S., & Riyadi. (2017). Pengaruh Kemudahan Terhadap Kepercayaan dan Menggunakan SMS Banking. Jurnal Administrasi Bisnis.

Roscoe, J. T. (1975). Fundamental Research Statistics for The Behavioural Sciences (2nd Edition). New York In Holt Rinehart & Winston.

Sarno, R. & Irsyat, I. (2009). Sistem Manajemen Keamanan Informasi. Surabaya : ITS Press.

Sugiyono. (2016). Metode Penelitian Kuantitatif, Kualitatif dan R&D. Bandung: PT Alfabet.

Suhartanto. (2014). Metode Riset Pemasaran. Bandung: PT Alfabet.

Supriyono, M. (2011). Buku Pintar Perbankan. Yogyakarta : CV. Andi Offset




DOI: https://doi.org/10.33365/jeb.v2i2.112

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.


Published by Universitas Teknokrat Indonesia
Organized by Faculty of Economy and Business
Jl. Zainal Abidin Pagaralam, No.9-11, Labuhanratu, Bandarlampung, Indonesia
Telepon : 0721 70 20 22
W : https://jurnal.teknokrat.ac.id/index.php/JEB/index
E : jeb@teknokrat.ac.id.

Creative Commons License

This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.