PENGARUH FAKTOR KEAMANAN, KEANDALAN DAN KEPUASAN TERHADAP LOYALITAS NASABAH BRI DALAM MENGGUNAKAN MOBILE BANKING

Arry Dwi Handoko, Ronny Ronny

Abstract


Penelitian ini bertujuan membuktikan pengaruh keamanan, keandalan serta kepuasan penggunaan mobile banking terhadap loyalitas nasabah BRI. Penelitian dilakukan dengan metode kuantitatif, dan data dikumpulkan dengan menyebarkan kuisioner pada 100 nasabah BRI di kota Surabaya. Dengan tehnik analisis data Struktural Equation Modeling (SEM) dan bantuan alat WarpPLS, penelitian ini membuktikan bahwa keamanan dan kepuasan dapat meningkatkan loyalitas nasabah. Sementara keandalan tidak berpengaruh terhadap loyalitas nasabah karena payroll perusahaan tempat kerja mayoritas responden melalui BRI. Sehingga suatu bentuk kepraktisan transaksi jika menggunakan mobile banking, dan sampai dengan saat ini responden merasa puas dengan layanan mobile banking BRI.


Keywords


Security; reliability; satisfaction; loyalty; mobile banking

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References


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DOI: https://doi.org/10.17509/image.v9i2.28598

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