PENGARUH USABILITY, CUSTOMER SATISFACTION, CUSTOMER SERVICE DAN TRUST TERHADAP LOYALTY PENGGUNA MOBILE BANKING DI SURABAYA
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Keywords:
Trust, Customer Satisfaction, Customer Service, Loyalty, Mobile Banking
Abstract
The purpose of this research is to analyze the effect of Usability, Customer Satisfaction, Customer Service and Trust towards Loyalty of Mobile Banking user in Surabaya. The data that used in this researach are primary data that obtained from questionnaires. Respondent in this study are 200 respondents who live in Surabaya that are using mobile banking facility from BCA, BNI or Bank Mandiri for the past 6 months. Data processing was conducted using SPSS 18 for Windows and Amos Graphic 21 for Windows. The sampling technique that used is non-probability sampling with purposive sampling type.The result of this research shows that there is a positive effect between usability, customer satisfaction, customer service and trust towards loyalty.
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References
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Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), “Customer satisfaction, market share, and profitability: findings from Sweden”, Journal of Marketing, Vol. 58 No. 3, pp. 53-66.
Auh, S., Bell, S.J., McLeod, C.S. and Shih, E. (2007), “Co-production and customer loyalty in financial services”, Journal of Retailing, Vol. 83 No. 3, pp. 359-370.
Bayus, B.L. (1992), “Brand loyalty and marketing strategy: an application to home appliances”, Marketing Science, Vol. 11 No. 1, pp. 21-38
Bhattacherjee, A. (2001), “Understanding information continuance: an expectation-confirmation model”, MIS Quarterly, Vol. 25 No. 3, pp. 351- 370.
Bitner, M.J. (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56 No. 2, pp. 57-71,
Bitner, M.J., Brown, S.W. and Meuter, M.L. (2000), “Technology infusion in service encounters”, Academy of Marketing Science Journal, Vol. 28 No. 1, pp. 138-149
Davis, F.D. (1989), “Perceived usefulness, perceived ease of use, and user acceptance of information technology”, MIS Quarterly, Vol. 13 No. 3, pp. 319-340.
Dean, A.M. (2004), “Rethinking customer expectations of service quality: are call centers different?”, Journal of Services Marketing, Vol. 18 No. 1, pp. 60-77.
Deutsch, M. (1960), “The effect of motivational orientation upon trust and suspicion”, Human Relations, Vol. 13 No. 2, pp. 123-139.
Dick, Alan S. and Basu,Kunal (1994), “Customer loyalty: Toward an integrated conceptual framework”, Journal of the Academy of Marketing Science, VOL.22 pp99-113
Edvardsson, B., Johnson, M.D., Gustafsson, A. and Strandvik, T. (2000), “The effects of satisfaction and loyalty on profits and growth: products versus services”, Total Quality Management, Vol. 11 No. 7, pp. 917-927,
Flavian, C., Guinal ́ıu, M. and Gurrea, R. (2006), “The role played by perceived usability, satisfaction and consumer trust on website loyalty”, Information & Management, Vol. 43 No. 1, pp. 1-14.
Floh, A. and Treiblmaier, H. (2006), “What keeps the e-banking customer loyal? A multigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry”, Journal of Electronic Commerce Research, Vol. 7 No. 2, pp. 97-110.
Gangguli, Shirshendu dan Roy, Sanjit K. (2011), “Generic technology-based service quality dimensions in banking”, International Journal of Bank Marketing (2011) pp168-189
Hadi, Syamsul dan Novi. (2014), “Faktor-faktor yang memperngaruhi penggunaan layanan mobile banking”, Universitas Islam Indonesia, pp55-67
Hair, J.F., W.C. Black, B.J. Babin, dan R.E. Anderson, 2010, Multivariate Data Analysis, 7th edtion, Pearson
Hallowell, R. (1996), “The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study”, International Journal of Service Industry Management, Vol. 7 No. 4, pp. 27-42,
Keating, B., Rugimbana, R. and Quazi, A. (2003), “Differentiating between service quality and relationship quality in cyberspace”, Managing Service Quality, Vol. 13 No. 3, pp. 217-232
Kotler, P.T. dan K.L. Keller, 2011, Marketing Management, 14th edition, Pearson.
Lee, K.C. and Chung, N. (2009), “Understanding factors affecting trust in and satisfaction with mobile banking in Korea: a modified DeLone and McLean’s model perspective”, Interacting With Computers, Vol. 21 No. 5, pp. 385-392.
Lin, H.-H. and Wang, Y.-S. (2006), “An examination of the determinants of customer loyalty in mobile commerce contexts”, Information & Management, Vol. 43 No. 3, pp. 271-282.
Luo, X., Li, H., Zhang, J. and Shim, J.P. (2010), “Examining multi-dimensional trust and multi- faceted risk in initial acceptance of emerging technologies: an empirical study of mobile banking services”, Decision Support Systems, Vol. 49 No. 2, pp. 222-234.
Maharsi, Sri dan Fenny. (2006), “Analisa faktor-faktor yang mempengaruhi kepercayaan dan pengaruh kepercayaan terhadap loyalitas penguna internet banking d Surabaya”, Fakultas Ekonomi Universitas Kristen Petra, pp35-51
Marcel. (2003), “Understansing online purchase intentions: contribution from technology and perspectives”, European journal of Information System, pp 41-48
Mukherjee, Avinandan & Nath, Prithwiraj. (2003). “A Model of Trust in Online Relationship Banking”. International Journal of Bank Marketing. 21. 5-15
Nielsen, J. and Hackos, J.T. (1993), Usability Engineering (Vol. 125184069), Academic Press, San Diego, CA.
O’Malley, L. and Tynan, C. (2000), “Relationship marketing in consumer markets rhetoric or reality?”, European Journal of Marketing, Vol. 34 No. 7, pp. 797-815.
Pauline W.J. van Esterik-Plasmeijer W. Fred van Raaij , (2017)," Banking system trust, bank trust, and bank loyalty ", International Journal of Bank Marketing, Vol. 35 Iss 1 pp. 97 - 111
Rafaeli, A., Ziklik, L. and Doucet, L. (2008), “The impact of call center employees’ customer orientation behaviors on service quality”, Journal of Service Research, Vol. 10 No. 3, pp. 239-255.
Rakhi Thakur , (2014),"What keeps mobile banking customers loyal?",International Journal of Bank Marketing, Vol. 32 Iss 7 pp. 628 - 646
Schaupp, L. Christian dan Belanger, France. (2005), “A conjoint analysis online consumer satisfaction”, Journal of Electric Commerce Research, Vol.6,pp 95-111
Sirdeshmukh, Deepak; Singh Jagpid and Sabol, Barry. (2002), “Consumer Trust, Value, and Loyalty in Relational Exchanges” Journal of Marketing, pp15- 37
Swan, J.E. and Oliver, R.L. (1989), “Postpurchase communications by consumers”, Journal of Retailing, Vol. 65 No. 4, pp. 516-533,
Teo, T.S.H. (2006), “To buy or not to buy online: adopters and non-adopters of online shopping in Singapore”, Behaviour Information Technology, Vol. 25 No. 6, pp. 497-509.
Thuy, P.N. and Hau, L.N. (2010), “Service personal values and customer loyalty: a study of banking services in a transitional economy”, International Journal of Bank Marketing, Vol. 28 No. 6, pp. 465-478.
Verhangen, Tibert; Heijden, Hans Van; Creemers, Thuy, P.N. and Hau, L.N. (2010), “Service personal values and customer loyalty: a study of banking services in a transitional economy”, International Journal of Bank Marketing, Vol. 28 No. 6, pp. 465-478.
Yeh, Y.S. and Li, Y.-M. (2009), “Building trust in m-commerce: contributions from quality and satisfaction”, Online Information Review, Vol. 33 No. 6, pp. 1066-1086.
Yoon, S.-J. and Kim, J.-H. (2000), “An empirical validation of a loyalty model based on expectation disconfirmation”, Journal of Consumer Marketing, Vol. 17 No. 2, pp. 120-136.
Zhou, T. (2012), “Examining mobile banking user adoption from the perspectives of trust and flow experience”, Information Technology and Management, Vol. 13 No. 1, pp. 27-37.
https://www.bca.co.id/id Diunduh pada 15 Juni 2017 https://blog.jakpat.net/indonesian-banking-service-preference Diunduh pada 15 Juni 2017
http://www.bni.co.id/id-id/tarif/ebanking/bnimobilebanking.aspx Diunduh pada 15 Juni 2017
http://www.bankmandiri.co.id/article/mandirimobile.aspx Diunduh pada 15 Juni 2017
www.pwc.com Diunduh pada 10 Mei 2017 https://sharingvision.com/2015/05/pertumbuhan-smsmobile-banking-di-indonesia/ Diunduh pada 15 Juni 2017
Anderson, E.W., Fornell, C. and Lehmann, D.R. (1994), “Customer satisfaction, market share, and profitability: findings from Sweden”, Journal of Marketing, Vol. 58 No. 3, pp. 53-66.
Auh, S., Bell, S.J., McLeod, C.S. and Shih, E. (2007), “Co-production and customer loyalty in financial services”, Journal of Retailing, Vol. 83 No. 3, pp. 359-370.
Bayus, B.L. (1992), “Brand loyalty and marketing strategy: an application to home appliances”, Marketing Science, Vol. 11 No. 1, pp. 21-38
Bhattacherjee, A. (2001), “Understanding information continuance: an expectation-confirmation model”, MIS Quarterly, Vol. 25 No. 3, pp. 351- 370.
Bitner, M.J. (1992), “Servicescapes: the impact of physical surroundings on customers and employees”, Journal of Marketing, Vol. 56 No. 2, pp. 57-71,
Bitner, M.J., Brown, S.W. and Meuter, M.L. (2000), “Technology infusion in service encounters”, Academy of Marketing Science Journal, Vol. 28 No. 1, pp. 138-149
Davis, F.D. (1989), “Perceived usefulness, perceived ease of use, and user acceptance of information technology”, MIS Quarterly, Vol. 13 No. 3, pp. 319-340.
Dean, A.M. (2004), “Rethinking customer expectations of service quality: are call centers different?”, Journal of Services Marketing, Vol. 18 No. 1, pp. 60-77.
Deutsch, M. (1960), “The effect of motivational orientation upon trust and suspicion”, Human Relations, Vol. 13 No. 2, pp. 123-139.
Dick, Alan S. and Basu,Kunal (1994), “Customer loyalty: Toward an integrated conceptual framework”, Journal of the Academy of Marketing Science, VOL.22 pp99-113
Edvardsson, B., Johnson, M.D., Gustafsson, A. and Strandvik, T. (2000), “The effects of satisfaction and loyalty on profits and growth: products versus services”, Total Quality Management, Vol. 11 No. 7, pp. 917-927,
Flavian, C., Guinal ́ıu, M. and Gurrea, R. (2006), “The role played by perceived usability, satisfaction and consumer trust on website loyalty”, Information & Management, Vol. 43 No. 1, pp. 1-14.
Floh, A. and Treiblmaier, H. (2006), “What keeps the e-banking customer loyal? A multigroup analysis of the moderating role of consumer characteristics on e-loyalty in the financial service industry”, Journal of Electronic Commerce Research, Vol. 7 No. 2, pp. 97-110.
Gangguli, Shirshendu dan Roy, Sanjit K. (2011), “Generic technology-based service quality dimensions in banking”, International Journal of Bank Marketing (2011) pp168-189
Hadi, Syamsul dan Novi. (2014), “Faktor-faktor yang memperngaruhi penggunaan layanan mobile banking”, Universitas Islam Indonesia, pp55-67
Hair, J.F., W.C. Black, B.J. Babin, dan R.E. Anderson, 2010, Multivariate Data Analysis, 7th edtion, Pearson
Hallowell, R. (1996), “The relationships of customer satisfaction, customer loyalty, and profitability: an empirical study”, International Journal of Service Industry Management, Vol. 7 No. 4, pp. 27-42,
Keating, B., Rugimbana, R. and Quazi, A. (2003), “Differentiating between service quality and relationship quality in cyberspace”, Managing Service Quality, Vol. 13 No. 3, pp. 217-232
Kotler, P.T. dan K.L. Keller, 2011, Marketing Management, 14th edition, Pearson.
Lee, K.C. and Chung, N. (2009), “Understanding factors affecting trust in and satisfaction with mobile banking in Korea: a modified DeLone and McLean’s model perspective”, Interacting With Computers, Vol. 21 No. 5, pp. 385-392.
Lin, H.-H. and Wang, Y.-S. (2006), “An examination of the determinants of customer loyalty in mobile commerce contexts”, Information & Management, Vol. 43 No. 3, pp. 271-282.
Luo, X., Li, H., Zhang, J. and Shim, J.P. (2010), “Examining multi-dimensional trust and multi- faceted risk in initial acceptance of emerging technologies: an empirical study of mobile banking services”, Decision Support Systems, Vol. 49 No. 2, pp. 222-234.
Maharsi, Sri dan Fenny. (2006), “Analisa faktor-faktor yang mempengaruhi kepercayaan dan pengaruh kepercayaan terhadap loyalitas penguna internet banking d Surabaya”, Fakultas Ekonomi Universitas Kristen Petra, pp35-51
Marcel. (2003), “Understansing online purchase intentions: contribution from technology and perspectives”, European journal of Information System, pp 41-48
Mukherjee, Avinandan & Nath, Prithwiraj. (2003). “A Model of Trust in Online Relationship Banking”. International Journal of Bank Marketing. 21. 5-15
Nielsen, J. and Hackos, J.T. (1993), Usability Engineering (Vol. 125184069), Academic Press, San Diego, CA.
O’Malley, L. and Tynan, C. (2000), “Relationship marketing in consumer markets rhetoric or reality?”, European Journal of Marketing, Vol. 34 No. 7, pp. 797-815.
Pauline W.J. van Esterik-Plasmeijer W. Fred van Raaij , (2017)," Banking system trust, bank trust, and bank loyalty ", International Journal of Bank Marketing, Vol. 35 Iss 1 pp. 97 - 111
Rafaeli, A., Ziklik, L. and Doucet, L. (2008), “The impact of call center employees’ customer orientation behaviors on service quality”, Journal of Service Research, Vol. 10 No. 3, pp. 239-255.
Rakhi Thakur , (2014),"What keeps mobile banking customers loyal?",International Journal of Bank Marketing, Vol. 32 Iss 7 pp. 628 - 646
Schaupp, L. Christian dan Belanger, France. (2005), “A conjoint analysis online consumer satisfaction”, Journal of Electric Commerce Research, Vol.6,pp 95-111
Sirdeshmukh, Deepak; Singh Jagpid and Sabol, Barry. (2002), “Consumer Trust, Value, and Loyalty in Relational Exchanges” Journal of Marketing, pp15- 37
Swan, J.E. and Oliver, R.L. (1989), “Postpurchase communications by consumers”, Journal of Retailing, Vol. 65 No. 4, pp. 516-533,
Teo, T.S.H. (2006), “To buy or not to buy online: adopters and non-adopters of online shopping in Singapore”, Behaviour Information Technology, Vol. 25 No. 6, pp. 497-509.
Thuy, P.N. and Hau, L.N. (2010), “Service personal values and customer loyalty: a study of banking services in a transitional economy”, International Journal of Bank Marketing, Vol. 28 No. 6, pp. 465-478.
Verhangen, Tibert; Heijden, Hans Van; Creemers, Thuy, P.N. and Hau, L.N. (2010), “Service personal values and customer loyalty: a study of banking services in a transitional economy”, International Journal of Bank Marketing, Vol. 28 No. 6, pp. 465-478.
Yeh, Y.S. and Li, Y.-M. (2009), “Building trust in m-commerce: contributions from quality and satisfaction”, Online Information Review, Vol. 33 No. 6, pp. 1066-1086.
Yoon, S.-J. and Kim, J.-H. (2000), “An empirical validation of a loyalty model based on expectation disconfirmation”, Journal of Consumer Marketing, Vol. 17 No. 2, pp. 120-136.
Zhou, T. (2012), “Examining mobile banking user adoption from the perspectives of trust and flow experience”, Information Technology and Management, Vol. 13 No. 1, pp. 27-37.
https://www.bca.co.id/id Diunduh pada 15 Juni 2017 https://blog.jakpat.net/indonesian-banking-service-preference Diunduh pada 15 Juni 2017
http://www.bni.co.id/id-id/tarif/ebanking/bnimobilebanking.aspx Diunduh pada 15 Juni 2017
http://www.bankmandiri.co.id/article/mandirimobile.aspx Diunduh pada 15 Juni 2017
www.pwc.com Diunduh pada 10 Mei 2017 https://sharingvision.com/2015/05/pertumbuhan-smsmobile-banking-di-indonesia/ Diunduh pada 15 Juni 2017
Published
2018-03-01
Section
Bidang Manajemen (M)
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