Efek Moderasi Loyalitas Nasabah Dengan Pengaruh Service Quality, Trust Dan Electronik Word Of Mouth Terhadap Customer Satisfaction Pengguna Bsi Mobile

Sugianto Uslan; Siti Fatimah

doi:10.24260/jkubs.v3i2.3111

Sugianto Uslan UIN Sunan Kalijaga Yogykarta
Siti Fatimah UIN Sunan Kalijaga Yogykarta

DOI: https://doi.org/10.24260/jkubs.v3i2.3111

Abstract

The primary focus of this study is to examine how service quality, trust, and electronic word of mouth impact customer satisfaction. Additionally, customer loyalty is considered as a moderating factor influencing the relationship between these variables. This research employs a quantitative approach utilizing a Likert scale for measurement. The survey involved 100 respondents. Methodologically, the study includes classical assumption testing, multiple regression analysis, hypothesis testing, and moderated regression analysis (MRA) using SPSS version 25. The findings indicate a significant positive impact of service quality, trust, and electronic word of mouth on customer satisfaction. Moreover, customer loyalty effectively moderates these relationships, further enhancing customer satisfaction.

References

Abdillah, A., & Rachmat, B. (2023). Pengaruh Service Quality, Customer Trust Dan Customer Loyalty Terhadap Word of Mouth Pada Nasabah Bank Bri Di Surabaya. Jurnal Perbanas, 3(2), 1–21. http://eprints.perbanas.ac.id/id/eprint/5551

Aghdaie, S. F. A., & Faghani, F. (2012). Mobile Banking Service Quality and Customer Satisfaction (Application of SERVQUAL Model). Int. J. Manag. Bus. Res., 2 (4), 352-361, 2.

Alrawad, M., Lutfi, A., Almaiah, M. A., & Elshaer, I. A. (2023). Examining the influence of trust and perceived risk on customers intention to use NFC mobile payment system. Journal of Open Innovation: Technology, Market, and Complexity, 9(2), 100070. https://doi.org/10.1016/j.joitmc.2023.100070

Amalia, N. (2019). Pengaruh Citra Merek, Harga Dan Kualitas Produk Terhadap Keputusan Pembelian (Studi Kasus Pada Konsumen Mie Endess Di Bangkalan). Jurnal Studi Manajemen Dan Bisnis, 6(2), 96–104. https://doi.org/10.21107/jsmb.v6i2.6688

Andreas, J. (2020). Brand Credibility, Customer Satisfaction, Customer Loyalty, Word Of Mouth .

Arif, M. S. Z. (2020). Pengaruh Kepercayaan Terhadap Loyalitas Nasabah Melalui Kepuasan Sebagai Variabel Intervening Produk Tabungan Emas Pegadaian. Jurnal Ilmu Manajemen (JIM), 8(2), 472–481. https://jurnalmahasiswa.unesa.ac.id/index.php/jim/article/view/32397

Azizah, N., Devy, A., & Fikriyah, K. (2022). Pengaruh Promosi dan Kualitas Layanan terhadap Keputusan Nasabah Menggunakan Layanan BSI Mobile pada Bank Syariah Indonesia KC Surabaya Dipenogoro. Jurnal Ilmu Komputer, Ekonomi Dan Mamajemen (JIKEM), 2(1), 1–13.

Budiman, A., Yulianto, E., & Saifi, M. (2020). Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E-Loyalty Nasabah Pengguna Mandiri Online [Influencia De La Calidad Del Servicio Electrónico En La Satisfacción Electrónica Y La Lealtad Electrónica De Los Usuarios En Línea De Mandiri]. Jurnal Profit: Jurnal Administrasi Bisnis Universitas Brawijaya, 14(1), 1–11. https://doi.org/10.21776/ub.profit.2020.014.01.1

Dewi, N. P. K., & Ramli, A. H. (2023). E-Service Quality, E-Trust dan E-Customer Satisfaction Pada E-Customer Loyalty dari Penggunaan E-Wallet OVO. Jurnal Ilmiah Manajemen Kesatuan, 11(2), 321–338. https://doi.org/10.37641/jimkes.v11i2.2000

Febrian, A., & Fadly, M. (2021). The Impact of Customer Satisfaction with EWOM and Brand Equity on E-Commerce Purchase Intention in Indonesia Moderated by Culture. Binus Business Review, 12(1), 41–51. https://doi.org/10.21512/bbr.v12i1.6419

Fianto, B. A. (2021). Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks. Jurnal Ekonomi & Keuangan Islam, 7(1), 59–76. https://doi.org/10.20885/jeki.vol7.iss1.art5

Hajarisman, N., & Herlina, M. (2023). Buku Ajar Analisis Regresi dan Aplikasinya menggunakan SPSS (Issue March). https://doi.org/10.13140/RG.2.2.14988.80008

Hananto, B. A., & Indrawan. (2023). Pengaruh Customer Satisfaction, E-Service Quality, dan Trust Terhadap E-Wom Tokopedia di Indonesia. JSP Jurnal Sains Pemasaran Indonesia, 22(1), 73–86.

Hardoko, H. (2020). Pengaruh e-WOM (Electronic Word of Mouth) Terhadap Keputusan Pembelian online di Daerah Istimewa Yogyakarta. Kajian Ekonomi Dan Bisnis, 15(1). https://doi.org/10.51277/keb.v15i1.64

Haryanti, N., & Baqi, D. A. (2019). Strategi Service Quality Sebagai Media Dalam Menciptakan Kepuasan Dan Loyalitas Pelanggan. Journal of Sharia Economics, 1(2), 101–128. https://doi.org/10.35896/jse.v1i2.72

Indriastuti, H., Putri, A. N. O. D., Robiansyah, R., & Anwar, H. (2022). The Effect of E-Service Quality and E-Trust on Customer Loyalty and Mediating Customer Satisfaction of Internet Banking Users. Jurnal Manajemen Dan Kewirausahaan, 10(1), 24–34. https://doi.org/10.26905/jmdk.v10i1.7533

Islam, T., Islam, R., Pitafi, A. H., Xiaobei, L., Rehmani, M., Irfan, M., & Mubarak, M. S. (2021). The impact of corporate social responsibility on customer loyalty: The mediating role of corporate reputation, customer satisfaction, and trust. Sustainable Production and Consumption, 25, 123–135. https://doi.org/10.1016/j.spc.2020.07.019

Jafri, J. A., Mohd Amin, S. I., Abdul Rahman, A., & Mohd Nor, S. (2024). A systematic literature review of the role of trust and security on Fintech adoption in banking. Heliyon, 10(1), e22980. https://doi.org/10.1016/j.heliyon.2023.e22980

Krishnamurthy, A., & Kumar, S. R. (2018). Electronic word-of-mouth and the brand image: Exploring the moderating role of involvement through a consumer expectations lens. Journal of Retailing and Consumer Services, 43(October 2017), 149–156. https://doi.org/10.1016/j.jretconser.2018.03.010

Krishnamurthy, A., & Rames, Khumar, S. (2019). Electronic word-of-mouth and the brand image: Exploring the moderating role of involvement through a consumer expectations lens. Journal Of Retailing and Customer Service, 43, Pages 149-156. https://www.sciencedirect.com/science/article/abs/pii/S0969698917306069?via%3Dihub

Kudeshia, C., & Kumar, A. (2017). Social eWOM: does it affect the brand attitude and purchase intention of brands? Management Research Review, 40(3), 310–330. https://doi.org/10.1108/MRR-07-2015-0161

Kusumawardani, R., Rizqiena, Zulfanita, D., & Astut, Septin, P. (2022). Ekonometrika Fakultas Ekonomi dan Bisnis Islam UIN Raden Mas Said Surakarta (Issue February). CV Gerbang Media Aksara.

Lestariningsih, T. (2021). Analysis of Service Quality and Trust on Customer Satisfaction of Ojek Online in Banyuwangi. Jurnal Manajemen Teori Dan Terapan| Journal of Theory and Applied Management, 14(3), 298. https://doi.org/10.20473/jmtt.v14i3.30033

Martínez-Navalón, J. G., Fernández-Fernández, M., & Alberto, F. P. (2023). Does privacy and ease of use influence user trust in digital banking applications in Spain and Portugal? International Entrepreneurship and Management Journal, 19(2), 781–803. https://doi.org/10.1007/s11365-023-00839-4

Mofokeng, T. E. (2023). Antecedents of trust and customer loyalty in online shopping: The moderating effects of online shopping experience and e-shopping spending. Heliyon, 9(5), e16182. https://doi.org/10.1016/j.heliyon.2023.e16182

Novitasari, C. A., Manggabarani, A. S., & Astuti, M. (2021). Analisis Kepuasan Nasabah Mobile Banking Pada Bank BCA. Jurnal Teknologi Dan Manajemen, 19(2), 1–12. https://doi.org/10.52330/jtm.v19i2.26

Nurmanah, I., & Nugroho, E. S. (2021). Pengaruh Kepercayaan (Trust) Dan Kualitas Pelayanan Online (E-Service Quality) Terhadap Keputusan Pembelian Online Shop Bukalapak. At-Tadbir : Jurnal Ilmiah Manajemen, 5(1), 11. https://doi.org/10.31602/atd.v5i1.3384

Perera, C. H., Nayak, R., & Nguyen, L. T. Van. (2021). The impact of subjective norms, eWOM and perceived brand credibility on brand equity: application to the higher education sector. International Journal of Educational Management, 35(1), 63–74. https://doi.org/10.1108/IJEM-05-2020-0264

Pradata, K. C., & Puryandani, S. (2022). Pengaruh Relationship Marketing dan Service Performance Terhadap Loyalitas Nasabah Dengan Kepuasan Nasabah Sebagai Variabel Mediasi (Studi Pada Nasabah Tabungan Bank Jateng Cabang Purbalingga). Jurnal Magisma, 10(1), 91–106.

R, A. S., Hadijati, M., & Switrayni, N. W. (2019). Analisis Masalah Heteroskedastisitas Menggunakan Generalized Least Square dalam Analisis Regresi. Eigen Mathematics Journal, 02(02), 61–72. https://doi.org/10.29303/emj.v1i2.43

Rahadi, D. R., & Farid, M. (2021). Analisis Variabel Moderating. In P. Adi & M. Muslih (Eds.), CV. Lentera Ilmu Mandiri (Vol. 7, Issue 2). CV. Lentera Ilmu Mandiri.

Rahayu, S., & Faulina, S. T. (2022). Pengaruh Digital Customer Experience dalam Menciptakan Customer Satisfaction dan Customer Loyalty di Era Digital. Jesya (Jurnal Ekonomi & Ekonomi Syariah), 5(1), 1–13. https://doi.org/10.36778/jesya.v5i1.568

Rahayu, S., & Harsono, M. (2023). Loyalitas Konsumen : Konseptualisasi, Anteseden dan Konsekuensi. Jesya, 6(2), 1581–1594. https://doi.org/10.36778/jesya.v6i2.1196

Risal, T. (2019). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Dengan Kepuasan Sebagai Variabel Intervening Pada Bmt Kampoeng Syariah. JMB (Jurnal Manajemen Dan Bisnis), 1(1). https://doi.org/10.30743/magister.v1i1.1607

Rosalina, L., Oktarina, R., Rahmiati, & Saputra, I. (2023). Buku Ajar STATISTIKA. FEBS Letters, 185(1), 4–8.

Safitri, V. N., & Widyastuti, E. (2023). Peran Kepuasan Dalam Memediasi Pengaruh Customer Experience, Word Of Mouth Dan Kualitas Layanan Mobile Banking Terhadap Loyalitas Nasabah. Al-Bank: Journal of Islamic Banking and Finance, 3(1), 71. https://doi.org/10.31958/ab.v3i1.8133

Saputra, D., Abigail, J., Sari, V. P., & Saputra, D. (2024). ScienceDirect ScienceDirect The Influence of Product Quality and Online Shopping Experience ( OSE ) on Consumer Loyalty Through Customer Satisfaction on The Influence of Product Quality and Online Shopping Experience Local Skincare Products ( OSE ) on Con. Procedia Computer Science, 234(2023), 537–544. https://doi.org/10.1016/j.procs.2024.03.037

Saragih, M. G., & Astuti, D. (2021). Analisis E-Service Quality Terhadap Loyalitas Nasabah dengan Kepuasan Sebagai Variabel Intervening. Ekonomi, Keuangan, Investasi Dan Syariah (EKUITAS), 3(2), 219–225. https://doi.org/10.47065/ekuitas.v3i1.1123

Saridewi, D. O., & Nugroho, R. H. (2022). Pengaruh Citra Merek, Harga, Dan Kualitas Produk Terhadap Loyalitas Melalui Kepuasan Konsumen Sebagai Variabel Intervening. Al-Kharaj : Jurnal Ekonomi, Keuangan & Bisnis Syariah, 4(6), 1722–1738. https://doi.org/10.47467/alkharaj.v4i6.1072

Sazly, S. (2018). Pengaruh Service Quality Terhadap Customer Satisfaction dan Customer Loyalty (Studi Kasus Pada LP3I Karang Tengah, Tangerang). Widya Cipta, 2(2), 285–293. http://ejournal.bsi.ac.id/ejurnal/index.php/widyacipta

Suartina, I. W. (2024). Pengaruh Word Of Mouth terhadap Loyalitas melalui Kepuasan Pelanggan sebagai Variabel Intervening pada The Angkal Resto & Grill. 4(2), 302–312.

Suchánek, P., & Králová, M. (2019). Customer satisfaction, loyalty, knowledge and competitiveness in the food industry. Economic Research-Ekonomska Istrazivanja, 32(1), 1237–1255. https://doi.org/10.1080/1331677X.2019.1627893

Susanto, S. A., Manek, M. V., Setiawan, R. A., & Mustikasari, F. (2023). Customer Experience in Digital Banking: The Influence of Convenience, Security, and Usefulness on Customer Satisfaction and Customer Loyalty in Indonesia. Devotion : Journal of Research and Community Service, 4(8), 1671–1685. https://doi.org/10.59188/devotion.v4i8.544

Syafriani, D., Darmana, A., Syuhada, F. A., & Sari, D. P. (2023). Buku Ajar Statistik Uji Beda Untuk Penelitian Pendidikan (Cara Dan Pengolahannya Dengan SPSS). In Cv.Eureka Media Aksara. EUREKA MEDIA AKSARA.

Tantriana, D., & Widiartanto. (2019). PENGARUH AKSESIBILITAS, EXPERIENTIAL MARKETING DAN ELECTRONIC WORD OF MOUTH (eWOM) TERHADAP KEPUTUSAN BERKUNJUNG KEMBALI MELALUI CUSTOMER SATISFACTION SEBAGAI VARIABEL INTERVENING. Jurnal Administrasi Bisnis, 3(1), 1–11.

Tirtayasa, S., Lubis, A. P., & Khair, H. (2021). Keputusan Pembelian: Sebagai Variabel Mediasi Hubungan Kualitas Produk dan Kepercayaan terhadap Kepuasan Konsumen. Jurnal Inspirasi Bisnis Dan Manajemen, 5(1), 67. https://doi.org/10.33603/jibm.v5i1.4929

Ulya, F. N., Qoyyimah, Q., & Hana, K. F. (2022). Analysis Of Customer Interest and Satisfaction Toward BSI Mobile Banking Service. Al-Bank: Journal of Islamic Banking and Finance, 2(2), 113. https://doi.org/10.31958/ab.v2i2.6011

Utami, S. S., Semuel, H., & Brahmana, R. K. M. R. (2013). Analisis Pengaruh Trust dan Commitment Terhadap Kepuasan dan Loyalitas Pelanggan CV. Sumber Jaya Sakti Tarakan. Jurnal Manajemen Pemasaran, 1(2), 1–9.

Wardani, Erviva, K., Febrilia, I., & Rahmi. (2023). Pengaruh Brand Image dan Trust terhadap Customer Loyalty Pelanggan Kopi di Jakarta dengan Customer Satisfaction sebagai Variabel Intervening. Jurnal Bisnis, Manajemen, Dan Keuangan, 4(1), 88–100.

Widyo Kristantyo, A. (2021). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan Dan Loyalitas Pelanggan. Bulletin of Management and Business, 2(1), 1–11. https://doi.org/10.31328/bmb.v2i1.133

Yosephine Simanjuntak, D. C., & Purba, P. Y. (2020). Peran Mediasi Customer Satisfaction dalam Customer Experience Dan Loyalitas Pelanggan. Jurnal Bisnis Dan Manajemen, 7(2), 171–184. https://doi.org/10.26905/jbm.v7i2.4795

Zahara, R. (2020). Pengaruh Kualitas Layanan Terhadap Loyalitas Pelanggan Dengan Kepuasan Pelanggan Sebagai Variabel Intervening (Studi pada Pengguna Aplikasi Gojek di Jakarta Timur). Jurnal Manajemen Strategi Dan Aplikasi Bisnis, 3(1), 31–38. https://doi.org/10.36407/jmsab.v3i1.121

Zulfa, M., & Kusuma, S. Y. (2023). E-Service Quality Terhadap Loyalitas Konsumen Generasi Z Pengguna ShopeeFood. Jurnal Ilmiah Sultan Agung, 18(12), 35–52. https://jurnal.unissula.ac.id/index.php/JIMU/article/view/34901