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Abstract
Globalisasi dan manusia modern telah menciptakan pertumbuhan teknologi berkembang pesat, sehingga hampir seluruh kegiatan termasuk proses transaksi dilakukan secara digital. Hal tersebut juga berdampak besar pada instansi keuangan salah satunya perbankan syariah. Penelitian ini bertujuan untuk mengetahui pengaruh layanan mobile banking dari segi desain tampilan, kualitas sistem, kualitas layanan dan jaminan keamanan pada loyalitas nasabah. Metodologi yang digunakan pendekatan kuantitatif, jenis pengambilan sampel teknik sampling, dengan 190 data responden yang valid dan diolah menggunakan teknik analisis PLS (Partial Least Square). Hasil penelitian menunjukkan desain tampilan berpengaruh positif terhadap kualitas sistem, kualitas layanan dan jaminan keamanan. Kualitas sistem berpengaruh positif terhadap jaminan keamanan dan loyalitas. Jaminan keamanan berpengaruh positif terhadap kualitas layanan. Kualitas layanan berpengaruh positif terhadap loyalitas. Keterbatasan penelitian ini yaitu adanya proporsi responden yang tidak merata, dengan mayoritas berasal dari pulau jawa, >70% didominasi oleh perempuan, dengan >50% berusia 18-22 tahun, serta >50% responden adalah pengguna Bank BSI (Bank Syariah Indonesia), adanya variabel dengan nilai R-Square kecil, sehingga data dan variabel tersebut belum sepenuhnya mewakili populasi dan loyalitas pengguna mobile banking. Implikasi bagi perbankan syariah sebaiknya memperhatikan faktor-faktor yang memengaruhi loyalitas nasabah dan keputusan penggunaan dalam jangka panjang.
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Copyright (c) 2022 Sekar Arum Dewi Kaltsum, Istyakara Muslichah
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
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- Bharati, P. and Chaudhury, A. (2004) ‘An empirical investigation of decision-making satisfaction in web-based decision support systems’, Decision Support Systems, 37(2), pp. 187–197
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- Fung, R. and Lee, M. (1999) ‘EC-trust (Trust in Electronic Commerce): Exploring the Antecedent Factors’, Americas Conference on Information Systems, pp. 517–519
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- Ismail (2011) Perbankan Syariah – Prenada Media. Prenada Media Group
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- McKnight, H.D., Choudhury, V. and Kacmar, C. (2002) ‘The impact of initial consumer trust on intentions to transact with a web site: A trust building model’, Journal of Strategic Information Systems, 11(3–4), pp. 297–323
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- Petrick, J.F. and Backman, S.J. (2002) ‘An Examination of the Construct of Perceived Value for the Prediction of Golf Travelers’ Intentions to Revisit’, Journal of Travel Research, 41(1), pp. 38–45
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- Riquelme, I.P. and Román, S. (2014) ‘Is the influence of privacy and security on online trust the same for all type of consumers’, Electronic Markets, 24(2), pp. 135–149
- Rowley, J. (2006) ‘An analysis of the e-service literature: Towards a research agenda’, Internet Research, 16(3), pp. 339–359
- Sarstedt, M., Ringle, C.M. and Hair, J.F. (2022) ‘Partial Least Squares Structural Equation Modeling’, in Handbook of Market Research. Springer, Cham, pp. 587–632
- Sasse, M.A. and Flechais, I. (2005) ‘Usable Security: Why Do We Need It? How Do We Get It?’, in Security and Usability: Designing secure systems that people can use, pp. 13–30
- Schierz, P.G., Schilke, O. and Wirtz, B.W. (2010) ‘Understanding consumer acceptance of mobile payment services: An empirical analysis’, Electronic Commerce Research and Applications, 9(3), pp. 209–216
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- Tjiptono, F. (2005) Pemasaran jasa. Malang: Bayu Media
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- Venkatesh, V. et al. (2003) ‘User acceptance of information technology: Toward a unified view’, MIS Quarterly: Management Information Systems, 27(3), pp. 425–478
- Wang, Y.S. et al. (2003) ‘Determinants of user acceptance of Internet banking: An empirical study’, International Journal of Service Industry Management, 14(5), pp. 501–519
- Winnie, P.-M.W. (2014) ‘The Effects of Website Quality on Customer e-Loyalty: The Mediating Effect of Trustworthiness’, International Journal of Academic Research in Business and Social Sciences, 4(3), pp. 19-41
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References
Acharya, A.S. et al. (2013) ‘Sampling: why and how of it?’, Indian Journal of Medical Specialities, 4(2), pp. 3–7. doi:10.7713/ijms.2013.0032
Adib, M. (2011) Filsafat Ilmu: Onto-logi, epistemologi, aksiologi dan logika ilmu pengetahuan. Pustaka Pelajar
Al-Jabri, brahim M. and Sohail, M.S. (2012) ‘Mobile banking adoption: Application of diffusion of innovation theory’, Journal of Electronic Commerce Research, 13(4), pp. 379–391
Arcand, M. et al. (2007) ‘The impact of reading a web site’s privacy statement on perceived control over privacy and perceived trust’, Online Information Review, 31(5), pp. 661–681
Arcand, M. et al. (2017) ‘Mobile banking service quality and customer relationships’, International Journal of Bank Marketing, 35(7), pp. 1066–1087
Arikunto (2006) ‘Prosedur penelitian suatu pendekatan praktik’, Jakarta: Rineka Cipta, p. 172
Arvidsson, N. (2014) ‘Consumer attitudes on mobile payment services - results from a proof of concept test’, International Journal of Bank Marketing, 32(2), pp. 150–170
Baabdullah, A.M. et al. (2019) ‘Consumer use of mobile banking (M-Banking) in Saudi Arabia: Towards an integrated model’, International Journal of Information Management, 44, pp. 38–52. doi:10.1016/J.IJINFOMGT.2018.09.002
Baroudi, J.J., Olson, M.H. and Ives, B. (1986) ‘An empirical study of the impact of user involvement on system usage and information satisfaction’, Communications of the ACM, 29(3), pp. 232–238
Bharati, P. and Chaudhury, A. (2004) ‘An empirical investigation of decision-making satisfaction in web-based decision support systems’, Decision Support Systems, 37(2), pp. 187–197
Carlsson, C. et al. (2006) ‘Adoption of mobile devices/services - Searching for answers with the UTAUT’, Proceedings of the Annual Hawaii International Conference on System Sciences, 6. doi:10.1109/HICSS.2006.38
Chang, C.H. and Thai, V. V. (2016) ‘Do port security quality and service quality influence customer satisfaction and loyalty?’, Maritime Policy and Management, 43(6), pp. 720–736
Cronin, J.J., Brady, M.K. and Hult, G.T.M. (2000) ‘Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments’, Journal of Retailing, 76(2), pp. 193–218
DeLone, W.H. and McLean, E.R. (1992) ‘Information systems success: The quest for the dependent variable’, Information Systems Research, 3(1), pp. 60–95
Everard, A. and Galletta, D.F. (2005) ‘How presentation flaws affect perceived site quality, trust, and intention to purchase from an online store’, Journal of Management Information Systems, 22(3), pp. 56–95
Fung, R. and Lee, M. (1999) ‘EC-trust (Trust in Electronic Commerce): Exploring the Antecedent Factors’, Americas Conference on Information Systems, pp. 517–519
Grimes, M. and Marquardson, J. (2019) ‘Quality matters: Evoking subjective norms and coping appraisals by system design to increase security intentions’, Decision Support Systems, 119, pp. 23–34
Ismail (2011) Perbankan Syariah – Prenada Media. Prenada Media Group
Jogiyanto, H.M. (2007) Model Kesuksesan Sistem Teknologi. Yogyakarta: Andi
Jun, M. and Palacios, S. (2016) ‘Examining the key dimensions of mobile banking service quality: an exploratory study’, International Journal of Bank Marketing, 34(3), pp. 307–326
Kementrian Dalam Negeri (2021) Persentase Pemeluk Agama/Kepercayaan di Indonesia, Databoks Kata Data
Kim, H.-W., Xu, Y. and Koh, J. (2004) ‘A Comparison of Online Trust Building Factors between Potential Customers and Repeat Customers’, Journal of the Association for Information Systems, 5(10), pp. 392–420
Lastiansah, S. (2012) Pengertian User Interface. Jakarta: PT. Elex Media Komputindo
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, 21(5–6), pp. 385–392
Leong, C. et al. (2017) ‘Nurturing a FinTech ecosystem: The case of a youth microloan startup in China’, International Journal of Information Management, 37(2), pp. 92–97
Liu, C. and Arnett, K.P. (2000) ‘Exploring the factors associated with Web site success in the context of electronic commerce’, Information and Management, 38(1), pp. 23–33
Luarn, P. and Lin, H.H. (2005) ‘Toward an understanding of the behavioral intention to use mobile banking’, Computers in Human Behavior, 21(6), pp. 873–891
Mandeville, G.K. and Roscoe, J.T. (1971) ‘Fundamental Research Statistics for the Behavioral Sciences.’, Journal of the American Statistical Association, 66(333), p. 224
Mcdougall, G.H. g. and Levesque, T. (2000) ‘Customer satisfaction with services: putting perceived value into the equation’, Journal of Services Marketing, 14(5), pp. 392–410
McKnight, H.D., Choudhury, V. and Kacmar, C. (2002) ‘The impact of initial consumer trust on intentions to transact with a web site: A trust building model’, Journal of Strategic Information Systems, 11(3–4), pp. 297–323
Min, Q., Ji, S. and Qu, G. (2008) ‘Mobile Commerce User Acceptance Study in China: A Revised UTAUT Model’, Tsinghua Science and Technology, 13(3), pp. 257–264
Muslichah, I. and Sanusi, S. (2019) ‘The effect of religiosity and financial literacy on intention to use Islamic banking products’, Asian Journal of Islamic Management (AJIM), 1(2), pp. 85–92. doi:10.20885/ajim.vol1.iss2.art2
Nasution, H., Fauzi, A. and Rini, E.S. (2019) ‘The Effect of E-Service Quality on E-Loyalty through E-Satisfaction on Students of OVO Application Users at the Faculty of Economics and Business, University of North’, European Journal of Management and Marketing Studies, 4(1), pp. 146–162
Niehaves, B. and Ortbach, K. (2016) ‘The inner and the outer model in explanatory design theory: The case of designing electronic feedback systems’, European Journal of Information Systems, 25(4), pp. 303–316
Oliver, R.L. (1999) ‘Whence Consumer Loyalty?’, Journal of Marketing, 63, pp. 33–44
Petrick, J.F. and Backman, S.J. (2002) ‘An Examination of the Construct of Perceived Value for the Prediction of Golf Travelers’ Intentions to Revisit’, Journal of Travel Research, 41(1), pp. 38–45
Rahi, S. (2017) ‘Measuring the role of Website design, Assurance, Customer service and Brand image towards Customer loyalty and Intention to adopt internet banking’, Journal of Internet Banking and Commerce, 21(S8), pp. 1–18
Riquelme, I.P. and Román, S. (2014) ‘Is the influence of privacy and security on online trust the same for all type of consumers’, Electronic Markets, 24(2), pp. 135–149
Rowley, J. (2006) ‘An analysis of the e-service literature: Towards a research agenda’, Internet Research, 16(3), pp. 339–359
Sarstedt, M., Ringle, C.M. and Hair, J.F. (2022) ‘Partial Least Squares Structural Equation Modeling’, in Handbook of Market Research. Springer, Cham, pp. 587–632
Sasse, M.A. and Flechais, I. (2005) ‘Usable Security: Why Do We Need It? How Do We Get It?’, in Security and Usability: Designing secure systems that people can use, pp. 13–30
Schierz, P.G., Schilke, O. and Wirtz, B.W. (2010) ‘Understanding consumer acceptance of mobile payment services: An empirical analysis’, Electronic Commerce Research and Applications, 9(3), pp. 209–216
Shankar, V., Smith, A.K. and Rangaswamy, A. (2003) ‘Customer satisfaction and loyalty in online and offline environments’, International Journal of Research in Marketing, 20(2), pp. 153–175
Tjiptono, F. (1997) Strategi Pemasaran. Yogyakarta
Tjiptono, F. (2005) Pemasaran jasa. Malang: Bayu Media
Tjiptono, F. and Diana (2010) Strategi Pemasaran. 2nd edn. Yogyakarta: Andi Offset
Venkatesh, V. et al. (2003) ‘User acceptance of information technology: Toward a unified view’, MIS Quarterly: Management Information Systems, 27(3), pp. 425–478
Wang, Y.S. et al. (2003) ‘Determinants of user acceptance of Internet banking: An empirical study’, International Journal of Service Industry Management, 14(5), pp. 501–519
Winnie, P.-M.W. (2014) ‘The Effects of Website Quality on Customer e-Loyalty: The Mediating Effect of Trustworthiness’, International Journal of Academic Research in Business and Social Sciences, 4(3), pp. 19-41
Wong, K.K.K.-K. (2013) ‘Partial Least Squares Structural Equation Modeling (PLS-SEM) Techniques Using SmartPLS’, Marketing Bulletin, 24(1), pp. 1–32
Zhang, J., Luximon, Y. and Song, Y. (2019) ‘The Role of Consumers’ Perceived Security, Perceived Control, Interface Design Features, and Conscientiousness in Continuous Use of Mobile Payment Services’, Sustainability, 11(23), p. 6843
Zhou, Q. et al. (2021) ‘A study on factors affecting service quality and loyalty intention in mobile banking’, Journal of Retailing and Consumer Services, 60, p. 102424. doi:10.1016/j.jretconser.2020.102424
Zhou, T., Lu, Y. and Wang, B. (2009) ‘The relative importance of website design quality and service quality in determining consumers’ online repurchase behavior’, Information Systems Management, 26(4), pp. 327–337