Situmorang, Alexandra (2022) Analisis Pengaruh Interface Design, System Quality, Security Assurance, Dan Service Quality Pada Mobile Banking Untuk Meningkatkan Loyalty Intention Dengan Menggunakan Structural Equation Modeling. Other thesis, Institut Teknologi Sepuluh Nopember.
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Abstract
Konteks: Kemajuan saat ini di bidang mobile technologies telah menghasilkan modifikasi besar dan secara terus-menerus memberikan pengaruh terhadap penggunaan mobile banking di sektor keuangan. Penduduk unbanked (tidak memiliki rekening bank) yang masih tinggi menjadi tantangan sekaligus membuka peluang pasar lebih besar lagi.
Permasalahan: Semakin banyaknya pelaku bank digital dan layanan digital banking hadir memanjakan nasabah di tengah pandemi membuat persaingan semakin ketat sehingga untuk dapat tetap bersaing di kompetisi, bank perlu memperkuat layanan mobile banking yang dapat berdampak terhadap loyalty intention pengguna. Namun, pengalaman pengguna mobile banking jauh dari sepenuhnya dipahami.
Tujuan: Penelitian ini bertujuan menganalisis secara structural pengaruh interface design, system quality, security assurance, dan service quality pada mobile banking untuk meningkatkan loyalty intention dan memberikan saran untuk pengembangan aplikasi layanan mobile banking berdasarkan faktor yang berpengaruh secara signifikan dan memberikan rekomendasi terkait penambahan aspek lain yang dapat berpengaruh dalam meningkatkan loyalitas nasabah.
Metode: Pengambilan data dilakukan melalui survei online yang diberikan kepada pengguna BNI mobile banking. Jumlah data yang digunakan minimal 200 data dengan kriteria responden yaitu minmal berusia 17 tahun dan tidak terbatas pada pekerjaan apapun. Metode yang digunakan untuk menguji model adalah confirmatory factor analysis dan untuk menguji hipotesis dilakuan pemodelan structural equation modelling.
Hasil: Hasil analisis dari penelitian tugas akhir ini menunjukkan loyalty intention terhadap penggunaan mobile banking BNI dipengaruhi oleh faktor service quality dengan pengaruh yangxiv diberikan sebesar 0,826. Sedangkan interface design memberikan pengaruh signifikan terhadap system quality sebesar 0.884 dan terhadap service quality sebesar 0.442. Selain itu, terdapat saran yang diberikan kepada pihak bank BNI terkait, khususnya pada bagian pengembang aplikasi sesuai dengan hasil dari faktor yang memengaruhi peningkatan intensi loyalitas
terhadap mobile banking BNI, serta terdapat usulan penambahan variabel word of mouth behaviour untuk penelitian selanjutnya.
Nilai Tambah: Hasil penelitian ini dapat digunakan sebagai referensi dalam melakukan penelitian di wakut mendatang terkait analisis faktor yang memengaruhi loyalitas nasabah terhadap penggunaan aplikasi layanan mobile banking. Di samping itu, hasil penelitian dapat membantu perbankan dalam mengidentifikasi faktor-faktor yang dapat dijadikan masukan dalam pengembangan layanan mobile banking kedepannya
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Context: Current advances in mobile technologies have resulted in major modifications and are continuously influencing the use of mobile banking in the financial sector. The high number of unbanked population (does not have a bank account) is a challenge as well as opening up even greater market opportunities.
Problem: With the increasing number of digital bank players and digital banking services currently pampering customers in the midst of a pandemic, the competition is getting tougher so that in order to stay competitive in the competition, banks need to strengthen mobile banking services which can have an impact on user loyalty intentions. However, the mobile banking user experience is far from fully understood.
Objectives: This study aims to structurally analyze the influence of interface design, system quality, security assurance, and service quality on mobile banking to increase loyalty intention and provide suggestions for the development of mobile banking service applications based on factors that have a significant influence and provide recommendations regarding the addition of other aspects which can affect in increasing customer loyalty.
Methods: Data collection was carried out through an online survey given to BNI mobile banking users. The amount of data used is at least 200 data with the criteria of respondents being 17-50 years old and not limited to any work. The method used to test the model is confirmatory factor analysis and structural equation modeling to test the hypothesis.
Result: The results of the analysis show that loyalty intention to the use of BNI mobile banking is influenced by the service quality factor with an effect of 0.826. While the interface design has a significant effect on the system quality of 0.884 and the service quality of 0.442. In addition, there are suggestions given to the relevant BNI bank division, especially in thexvi application developer section according to the results of the factors that influence the increase in loyalty intentions to BNI mobile banking, and there are suggestions for adding word of mouth behavior variables for further research.
Added Value: The results of this study can be used as a reference in conducting future research related to the analysis of factors that influence customer loyalty to the use of mobile banking service applications. In addition, the research results can assist banks in identifying factors that can be used as input in the development of mobile banking services in the future
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | RSSI 519.53 Sit a-1 |
| Uncontrolled Keywords: | Loyalty Intention, Mobile Banking, Structural Equation Modeling |
| Subjects: | Q Science > QA Mathematics > QA278.3 Structural equation modeling. |
| Divisions: | Faculty of Intelligent Electrical and Informatics Technology (ELECTICS) > Information System > 57201-(S1) Undergraduate Thesis |
| Depositing User: | Mr. Tondo Indra Nyata |
| Date Deposited: | 15 Mar 2024 06:38 |
| Last Modified: | 15 Mar 2024 06:38 |
| URI: | http://repository.its.ac.id/id/eprint/107819 |
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