Transformasi Digital Perbankan: Implikasi Kualitas Layanan terhadap Loyalitas Pelanggan

https://doi.org/10.35912/rambis.v4i2.4138
Published: Dec 20, 2024

Abstract:

Purpose: This study examines how m-banking service quality, including efficiency, reliability, security, privacy, responsiveness, and communication, impacts customer satisfaction and loyalty.
Research Methodology: Conducted in Indonesia, the research employs a quantitative approach with 135 respondents who have used m-banking services at least three times. Data were analyzed using Moderated Regression Analysis (MRA) through the SmartPLS 4.0 software.
Results: The results indicate a significant and positive impact of m-banking service quality on customer satisfaction (R² = 50.8%) and loyalty (R² = 36.3%). Key statistical analyses, including validity tests (Cronbach’s alpha > 0.6) and hypothesis testing with t-statistics (t > 1.96, p < 0.05), affirm the reliability of the findings. However, the study is limited by its reliance on self-reported data and its geographical scope, which may not fully represent broader market behaviors.
Conclusions: This study evaluates how the quality of m-banking services impacts customer satisfaction and loyalty. The results show that service quality positively affects both satisfaction and loyalty, with factors like transaction efficiency, trust, security, and accessibility playing key roles. Meeting or exceeding customer expectations enhances long-term loyalty and encourages recommendations.
Limitation: The study’s limitations include a sample confined to respondents with prior experience using mobile banking (m-banking) services, thereby excluding potentially insightful perspectives from new or infrequent users.
Contribution: This research contributes to the growing field of digital banking by highlighting service quality's role in fostering satisfaction and loyalty. It introduces a refined model that aligns with the ongoing digitalization in the banking sector, offering insights for future enhancements in customer-centric innovations and strategic implementations in m-banking.

Keywords:
1. Customer Loyalty
2. Customer Satisfaction
3. Indonesia Banking Sector
4. Mobile Banking
5. Service Quality
Authors:
Oscar Chrismadian Noventa
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How to Cite
Noventa, O. C. (2024). Transformasi Digital Perbankan: Implikasi Kualitas Layanan terhadap Loyalitas Pelanggan. Reviu Akuntansi, Manajemen, Dan Bisnis, 4(2), 239–249. https://doi.org/10.35912/rambis.v4i2.4138
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Issue & Section
Vol. 4 No. 2 (2024): Desember
Articles
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References

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    Ali, B. a. O., Wan. (2016). Relationship between E-Banking Service Quality and Customer Satisfaction in Commercial Banks in Jordan. American Based Research Journal.

    Amin, M. (2016). Internet banking service quality and its implication on E-customer satisfaction and E-customer loyalty. International Journal of Bank Marketing, 34(3), 280-306.

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    Chen, S.-H., Chen, Y.-J., & Leung, W.-C. (2023). Analyzing differences in customer satisfaction on the video streaming platform Netflix. Annals of Management and Organization Research, 4(3), 193-209. doi:10.35912/amor.v4i3.1554

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    Fakir, M. K. J., & Miah, M. R. (2022). Factors Influencing E-WOMs in Restaurant Business: Evidence from Bangladesh. Journal of Sustainable Tourism and Entrepreneurship, 3(1), 17-36. doi:10.35912/joste.v3i1.1169

    Hammoud, J., Bizri, R. M., & El Baba, I. (2018). , 8(3). (2018). The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector. SAGE Open, 8(3). doi:https://doi.org/10.1177/2158244018790633

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    Sikder, S., Rana, M. M., & Polas, M. R. H. (2022). Service Quality Dimensions (SERVQUAL) and Customer Satisfaction towards Motor Ride-Sharing Services: Evidence from Bangladesh. Annals of Management and Organization Research, 3(2), 97-113. doi:10.35912/amor.v3i2.1184

    Silvestri, C., Aquilani, B., & Ruggieri. (2017). Service Quality and Customer Satisfaction in Thermal Tourism. The TQM Journal, 29, 55-81. doi:https://doi.org/10.1108/TQM-06-2015-0089

    Singh, S. (2019). Measuring E-Service Quality and Customer Satisfaction with Internet Banking in India. Theoretical Economics Letters, 9, 308-326. doi:doi: 10.4236/tel.2019.92023.

    Syailendra, S., Setiawan, M., Anggraini, R., & Sari, R. M. (2024). Strategi Bisnis Umkm Untuk Naik Kelas Pasca Covid-19. Jurnal Ilmiah Ekonomi Global Masa Kini, 15(1), 66-76.

    Wibawa, T., & Wijaya, S. (2024). Pengaruh Promosi, Harga, dan Kepuasan terhadap Loyalitas Pelanggan E-Commerce Shopee. Reviu Akuntansi, Manajemen, dan Bisnis, 4(1), 95-105. doi:10.35912/rambis.v4i1.3109

    Wijaya, V., & Widjaja, W. . , 4(1). (2024). Studi empiris terkait loyalitas pelanggan pada bisnis coffee shop. Reviu Akuntansi, Manajemen, dan Bisnis (RAMBIS), 4(1), 61–77. doi:https://doi.org/10.35912/rambis.v4i1.2998

    Wilert, P., & Suchart, T. . (2017). The Impact of E-Service Quality on customer Satisfaction and Loyalty in Mobile Banking Usage: Case Study of Thailand. Polish Journal of Management Studies, 15. doi:doi:10.17512/pjms.2017.15.2.17.

  1. Aghdaie, S. F. A., Karimi, R. and Abasaltian, A. . (2015). The evaluation of effect electronic banking in customer satisfaction and loyalty. International Journal of Marketing Studies, 7(2), 90.
  2. Ali, B. a. O., Wan. (2016). Relationship between E-Banking Service Quality and Customer Satisfaction in Commercial Banks in Jordan. American Based Research Journal.
  3. Amin, M. (2016). Internet banking service quality and its implication on E-customer satisfaction and E-customer loyalty. International Journal of Bank Marketing, 34(3), 280-306.
  4. Anshori, S. (2018). Pemanfaatan teknologi informasi dan komunikasi sebagai media pembelajaran. Civic-Culture: Jurnal Ilmu Pendidikan PKn Dan Sosial Budaya, 2(1).
  5. Chen, S.-H., Chen, Y.-J., & Leung, W.-C. (2023). Analyzing differences in customer satisfaction on the video streaming platform Netflix. Annals of Management and Organization Research, 4(3), 193-209. doi:10.35912/amor.v4i3.1554
  6. Cudjoe, A. G., Anim, P. A., & Nyanyofio. (2015). Determinants of Mobile Banking Adoption in the Ghanaian Banking Industry: A Case of Acces Bank Ghana Limited. Jounal of Computer and Communications, 3, 1-19.
  7. Das, S. V. A., & Ravi, N. (2021). . , 5(1), Retrieved fro. (2021). A Study on the Impact of E-Banking Service Quality on Customer Satisfaction. Asian Journal of Economics, Finance and Management, 5(1), 48-56.
  8. Fakir, M. K. J., & Miah, M. R. (2022). Factors Influencing E-WOMs in Restaurant Business: Evidence from Bangladesh. Journal of Sustainable Tourism and Entrepreneurship, 3(1), 17-36. doi:10.35912/joste.v3i1.1169
  9. Hammoud, J., Bizri, R. M., & El Baba, I. (2018). , 8(3). (2018). The Impact of E-Banking Service Quality on Customer Satisfaction: Evidence From the Lebanese Banking Sector. SAGE Open, 8(3). doi:https://doi.org/10.1177/2158244018790633
  10. Junaedi, A. T., Renaldo, N., Yovita, I., Veronica, K., & Sudarno, S. (2023). Peluang dan Tantangan Bank Syariah di Era Perbankan Digital Dalam Persepktif Generasi Z. Kurs: Jurnal Akuntansi, Kewirausahaan Dan Bisnis, 8(2), 116-125. doi:https://doi.org/10.35145/kurs.v8i2.3462
  11. Kirana, M. S., & Fasa, M. I. (2024). STRATEGI PEMASARAN DALAM PENINGKATAN PRODUK BANK SYARIAH PADA ERA DIGITAL. Jurnal Media Akademik (JMA), 2(12).
  12. Kotler, P. K., K. L. . (2016). Marketing management (15th edition). New Delhi: Prentice – Hall of India Private Limited.
  13. Labaso, S. (2018). Penerapan marketing mix sebagai strategi pemasaran jasa pendidikan di MAN 1 Yogyakarta. MANAGERIA: Jurnal Manajemen Pendidikan Islam, 3(2), 289-311. doi:https://doi.org/10.14421/manageria.2018.32-05
  14. Lotko, A. (2022). The Influence of the Quality of Internet Banking Services on Customer Loyalty. European Research Studies Journal, XXV(2B).
  15. Nwachuku, D., A, G. O., & Dike, L. B. (2022, Ferbruary). ., 7, . (2022). Mobile Banking Service Quality and Customer Satisfaction of Deposit Money Banks in Port Harcourt. International Academic Journal of Management and Marketing, 7, 134-155.
  16. Raza, S. A., Umer, A., Qureshi, M.A. and Dahri, A.S., . ( 2020). "Internet banking service quality, e-customer satisfaction and loyalty: the modified e-SERVQUAL model. The TQM Journal, 32(6), 1443-1466. doi:https://doi.org/10.1108/TQM-02-2020-0019
  17. Saputri, R., Baining, M. E., & Khairiyani, K. (2024). Pengaruh Kualitas Sistem Dan Kualitas Pelayanan Terhadap Manfaat Bersih Aplikasi Mobile Banking Dengan Variabel Intervening Kepuasan Pengguna. E-Bisnis: Jurnal Ilmiah Ekonomi Dan Bisnis, 17(1), 126-138. doi:https://doi.org/10.51903/e-bisnis.v17i1.1801
  18. Shilpa, D. V., K. P. . ., 20(1), 44-50. (2018). Customer satisfaction on adoption of mobile banking services: a study with special reference to state bank of india. Journal of Business and Management (IOSR-JBM), 20(1), 44-50.
  19. Sikder, S., Rana, M. M., & Polas, M. R. H. (2022). Service Quality Dimensions (SERVQUAL) and Customer Satisfaction towards Motor Ride-Sharing Services: Evidence from Bangladesh. Annals of Management and Organization Research, 3(2), 97-113. doi:10.35912/amor.v3i2.1184
  20. Silvestri, C., Aquilani, B., & Ruggieri. (2017). Service Quality and Customer Satisfaction in Thermal Tourism. The TQM Journal, 29, 55-81. doi:https://doi.org/10.1108/TQM-06-2015-0089
  21. Singh, S. (2019). Measuring E-Service Quality and Customer Satisfaction with Internet Banking in India. Theoretical Economics Letters, 9, 308-326. doi:doi: 10.4236/tel.2019.92023.
  22. Syailendra, S., Setiawan, M., Anggraini, R., & Sari, R. M. (2024). Strategi Bisnis Umkm Untuk Naik Kelas Pasca Covid-19. Jurnal Ilmiah Ekonomi Global Masa Kini, 15(1), 66-76.
  23. Wibawa, T., & Wijaya, S. (2024). Pengaruh Promosi, Harga, dan Kepuasan terhadap Loyalitas Pelanggan E-Commerce Shopee. Reviu Akuntansi, Manajemen, dan Bisnis, 4(1), 95-105. doi:10.35912/rambis.v4i1.3109
  24. Wijaya, V., & Widjaja, W. . , 4(1). (2024). Studi empiris terkait loyalitas pelanggan pada bisnis coffee shop. Reviu Akuntansi, Manajemen, dan Bisnis (RAMBIS), 4(1), 61–77. doi:https://doi.org/10.35912/rambis.v4i1.2998
  25. Wilert, P., & Suchart, T. . (2017). The Impact of E-Service Quality on customer Satisfaction and Loyalty in Mobile Banking Usage: Case Study of Thailand. Polish Journal of Management Studies, 15. doi:doi:10.17512/pjms.2017.15.2.17.