WICAKSONO, CITRA PANDU (2013) PENGARUH E-SERVQUAL TERHADAP KEPUASAN DAN IMPLIKASINYA TERHADAP LOYALITAS PENGGUNA INTERNET BANKING (Studi Kasus : PT. Bank Mandiri (Persero) Tbk). S2 thesis, Universitas Mercu Buana Jakarta-Menteng.
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Abstract
Penelitian ini bertujuan untuk mengetahui besar pengaruh variabel E- Service Quality terhadap Kepuasan dan implikasinya terhadap Loyalitas. Variabel eksogen yang diteliti dalam penelitian ini adalah variabel Kepuasan dan Loyalitas, dengan variabel intervening yaitu Kepuasan Nasabah, sedangkan E-Service Quality menjadi variabel endogen. Dalam penelitian ini, pengumpulan data dilakukan melalui metode survey. Kuesioner disebar secara online menggunakan url khusus yang diletakkan pada forum, blog, suara pembaca dan lain sebagainya. Sampel yang digunakan menggunakan metode purposive sampling. Berdasarkan hasil dari pengolahan data didapatkan variabel E-Service Quality berpengaruh terhadap Kepuasan, variabel E-Service Quality secara langsung juga berpengaruh positif terhadap Loyalitas dan variabel Kepuasan juga berpengaruh terhadap Loyalitas. Kesimpulan dari penelitian ini yaitu untuk mempengaruhi kepuasan Nasabah sehingga menjadi loyal maka perusahaan harus fokus terhadap linkage atau tautan yang menuju ke website layanan E-Banking Mandiri baik dari internal maupun eksternal, terus menjaga keamanan dan kenyamanan Nasabah dalam bertransaksi dan meminimalkan semua keluhan dari para Nasabah pengguna layanan E-Banking Mandiri. Kata Kunci : E-Service Quality, Kepuasan, Loyalitas, Layanan E-Banking Mandiri This study aims to determine the influence of E-Service Quality on Customer Satisfaction and its impact on Loyalty. The Exogenous variables were examined in this study is the Satisfaction and Loyalty, the intervening variable is Customer Satisfaction, while the E-Service Quality is an endogenous variable. Primary data collection was conducted through a survey method. Questionnaire distributed online using special url that is placed on forums, blogs, readers vote and others. The sample used purposive sampling method. Based on the results of the data processing, E-Service Quality variable effect on Satisfaction, E-Service Quality variable also directly positive effect on Loyalty and Satisfaction variables also affect Loyalty. The conclusion of this study, in order to influence customer satisfaction to be loyal then the company should focus on the linkage or link leading to the website of E-Banking Mandiri both internal and external, continue to maintain the security and comfort of clients' transactions and minimize all the complaints of the Customer users of E-Banking Mandiri. Keywords : E-Service Quality, Satisfaction, Loyalty, Mandiri E-Banking Services
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-13-015 |
| Call Number: | TM/51/13/175 |
| NIM/NIDN Creators: | 55110120101 |
| Uncontrolled Keywords: | E-Service Quality, Kepuasan, Loyalitas, Layanan E-Banking Mandiri,MPS, Manajemen Pemasaran |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | Admin Perpus UMB |
| Date Deposited: | 06 Feb 2014 11:29 |
| Last Modified: | 09 Jul 2022 06:33 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/15113 |
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