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19 June 2022
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26 June 2022
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26 June 2022
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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.

Keywords

mobile banking desain tampilan kualitas sistem kualitas layanan jaminan keamanan loyalitas

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Copyright (c) 2022 Sekar Arum Dewi Kaltsum, Istyakara Muslichah

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Kaltsum, S. A. D., & Muslichah, I. (2022). Faktor-Faktor yang Memengaruhi Loyalitas Nasabah Perbankan Syariah di Indonesia: Studi pada Layanan Mobile Banking. Selekta Manajemen: Jurnal Mahasiswa Bisnis & Manajemen, 1(2), 31–46. Retrieved from https://journal.uii.ac.id/selma/article/view/24162
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