PREDIKTOR DARI SATISFACTION DAN TRUST SERTA IMPLIKASINYA TERHADAP LOYALTY PADA PENGGUNA MOBILE BANKING BNI DI KOTA SAMARINDA --

RINGKASAN
PREDIKTOR DARI SATISFACTION DAN TRUST SERTA IMPLIKASINYA
TERHADAP LOYALTY PADA PENGGUNA MOBILE BANKING BNI DI KOTA
SAMARINDA
TITO ADIYATMA DWIYANTO
Penelitian ini bertujuan untuk menganalisis dan membuktikan pengaruh
Electronic Service Quality, Perceived Risk, Corporate Image, Information Quality,
terhadap Loyalty melalui Satisfaction dan Trust pada pengguna Mobile Banking BNI di
Kota Samarinda. Penelitian ini menggunakan kuesioner dengan sampel sebanyak 160
pengguna Mobile Banking BNI di Kota Samarinda. Penelitian ini menggunakan
pendekatan kuantitatif dengan path analysis yang diolah dengan Software IBM SPSS
Statistic 23.0 dan Structural Equation Modelling (SEM) dengan Software AMOS 5.0.
Dalam penelitian ini pengambilan sampel menggunakan teknik accidental random
sampling. Dengan skala pengukuran menggunakan skala Likert dengan skor 1-5. Pada
penelitian ini melakukan uji instrumen yakni uji validitas dan uji realibilitas serta uji
asumsi klasik seperti uji linearitas, uji normalitas, uji multikolinearitas. Kemudian
dilakukan uji estimasi dan uji struktural model fit.
Berdasarkan model struktural dapat dibuktikan bahwa terdapat pengaruh yang
signifikan antara variabel E-Service Quality dan Information Quality terhadap
Satisfaction; E-Service Quality, Corporate Image, Information Quality, dan Satisfaction
terhadap Trust; Trust terhadap Loyalty pada pengguna Mobile Banking BNI di Kota
Samarinda. Adapun terdapat pengaruh yang tidak signifikan antara variabel Perceived
Risk dan Corporate Image Terhadap Satisfaction; Perceived Risk terhadap Trust; E-
Service Quality, Corporate Image, dan Satisfaction terhadap Loyalty.
Kata Kunci: Electronic Service Quality, Perceived Risk, Corporate Image, Information
Quality, Satisfaction, Trust, Loyalty.
ABSTRACT
This study aims to analyze and prove the effect of Electronic Service Quality,
Perceived Risk, Corporate Image, Information Quality, on Loyalty through Satisfaction
and Trust in BNI Mobile Banking users in Samarinda City. This study used a
questionnaire with a sample of 160 BNI Mobile Banking users in Samarinda City. This
research uses a quantitative approach with path analysis which is processed with IBM
SPSS Statistic 23.0 software and Structural Equation Modeling (SEM) with AMOS 5.0
software. In this study, sampling used accidental random sampling techniques. With a
measurement scale using a Likert scale with a score of 1-5. In this study, the instrument
test was validity test and reliability test and classical assumption tests such as linearity
test, normality test, multicollinearity test. Then the estimation test and structural model
fit test are carried out.
Based on the structural model, it can be proven that there is a significant
influence between the variables E-Service Quality and Information Quality on
Satisfaction; E-Service Quality, Corporate Image, Information Quality, and Satisfaction
on Trust; Trust on Loyalty for BNI Mobile Banking users in Samarinda City. Meanwhile,
there is an insignificant influence between the variables Perceived Risk and Corporate
Image on Satisfaction; Perceived Risk on Trust; E-Service Quality, Corporate Image,
and Satisfaction on Loyalty.
Keyword: Electronic Service Quality, Perceived Risk, Corporate Image, Information
Quality, Satisfaction, Trust, Loyalty