Pengaruh E-service Quality terhadap Reuse Intention yang dimediasi oleh E-Satisfaction Pengguna DIGI by Bank BJB
Abstract
Until 2022, the number of DIGI Bank BJB mobile banking users more than 849 thousand users. The frequency of DIGI transactions by Bank BJB also increased by 46 million transactions from 2021. However, research conducted by Populix in 2022 shows that DIGI by Bank BJB is not yet the main choice for customers when using mobile banking. Moreover, on PlayStore and AppStore, the DIGI by Bank bJB application only received a rating of 3.2 and 3.3 out of 5 stars respectively, and there are still complaints from users. This research aims to analyze the influence of electronic service quality on electronic satisfaction and intention to reuse the DIGI by Bank BJB application. This research uses a quantitative method obtained from survey results using a questionnaire with a Likert scale, then the statement is tested for validity and reliability and then analyzed using simple regression, multiple regression, Sobel test and T test with the help of SPSS version 25. The research sample consists of 93 respondents using the convenience sampling method and it was found that e - Satisfaction and reuse intentions can be influenced positively and significantly by the quality of e-services. In addition, e-satisfaction significantly influences reuse intention, and e-service quality influences reuse intention through e-satisfaction.
Keywords
Full Text:
PDFReferences
Alalwan, A. A. (2020). Mobile food ordering apps: An empirical study of the factors affecting customer e-satisfaction and continued intention to reuse. International Journal of Information Management, 50, 28–44. https://doi.org/10.1016/j.ijinfomgt.2019.04.008
Antara. (2022, July 27). Pengguna aplikasi Bank Jabar DIGI tembus 849 ribu. Antara Jabar. https://jabar.antaranews.com/berita/396169/pengguna-aplikasi-bank-jabar-digi-tembus-849-ribu?page=all
Badan Pusat Statistik. (2022). Statistik Telekomunikasi Indonesia 2022. Badan Pusat Statistik.
Budiman, A., Yulianto, E., & Saifi, M. (2020). Pengaruh E-Service Quality Terhadap E-Satisfaction Dan E-Loyalty Nasabah Pengguna Mandiri Online. Jurnal Profit|, 14(1). https://profit.ub.ac.id
Fahira, A., Rahma, T. I. F., & Syahriza, R. (2022). Pengaruh E-Service Quality Terhadap E-Satisfaction Nasabah Bank Sumut Syariah. Jurnal Ekonomi Dan Bisnis, 15(1).
Ghozali, I. (2016). Aplikasi Analisis Multivariate Dengan Program IBM SPSS 23 (8th ed.). Semarang : Badan Penerbit Universitas Diponegoro.
Hasyim, U., & Ali, H. (2022). Reuse Intention Models Through Customer Satisfaction During The Covid-19 Pandemic: Cashback Promotion And E-Service Quality Case Study: Ovo Electronic Money In Jakarta. Dinasti International Journal Of Digital Business Management, 3(3). https://doi.org/10.31933/dijdbm.v3i3
Limanua, I. A., Pamungkas, A., & Yusuf, A. (2022). Pengaruh E-Satisfaction On Re-Use Intention Pada Platform BCA Mobile Banking. Jurnal Ilmu Manajemen Dan Akuntansi, 10(2).
Melinda, E., Usman, O., & Aditya, S. (2023). The Effect Of E-Service Quality And E-Trust On E-Loyalty With E-Satisfaction As An Intervening For Mobile Banking User. Jurnal Dinamika Manajemen Dan Bisnis, 6(1). http://journal.unj.ac.id/unj/index.php/jdmb
Nasution, H., Fauzi, A., & 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 Busines, University Of North Sumatra, Indonesia. European Journal of Management and Marketing Studies, 4(1). https://doi.org/10.5281/zenodo.3360880
Otoritas Jasa Keuangan. (2022, October 13). Transformasi Digital Perbankan: Wujudkan Bank Digital. Otoritas Jasa Keuangan. https://sikapiuangmu.ojk.go.id/FrontEnd/CMS/Article/40774
Pangestu, M. G., Fadhillah, Y., & Pandiangan, N. (2022). Pengaruh E-Service Quality dan Experiental Marketing terhadap Kepuasan Pelanggan pada pengguna E-Wallet ShopeePay di Kota Jambi. Jurnal Ilmiah Manajemen Dan Kewirausahaan , 1(2).
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Populix. (2022). Consumer Preference Towards Banking and E-Wallet Apps.
Pradnyaswari, N. P. I., & Aksari, N. M. A. (2020). E-Satisfaction Dan E-Trust Berperan Dalam Memediasi Pengaruh E-Service Quality Terhadap E-Loyalty Pada Situs E-Commerce Blibli.Com. E-Jurnal Manajemen , 9(7), 2683–2703. https://doi.org/10.24843/ejmunud.2020.v09.i07.p11
Pratiwi, D., Rahmiati, & Abror. (2022). The Influence of Ease Of Use, E-Service Quality and Perceived Usefulness As An Intervening Variable An Intention To Reuse Zalora Online Fashion Application. Banking & Management Review. https://doi.org/https://doi.org/10.52250/bmr.v11i1.503
PT. Bank Pembangunan Daerah Jawa Barat dan Banten, Tbk. (2022). Laporan Tahunan Annual Report Transformasi Tiada Henti untuk Mempersembahkan Kinerja Terbaik Continuously Transforming for the Best Performance.
Riyadi, S. A., Suhud, U., & Usman, O. (2023). Pengaruh E-Service Quality dan Brand Image terhadap E-Satisfaction dan E-Loyalty pada Pengguna Tiktok Shop. Jurnal Bisnis, Manajemen, Dan Keuangan, 4(1).
Riyanto, J., & Fardhani, A. (2021). E-Service Quality dan Pengguna GoCar di Kota Semarang. Jurnal Ilmiah UNTAG Semarang, 2(1).
Sasono, I., Jubaedi, A. D., Novitasari, D., Wiyono, N., Riyanto, R., Oktabrianto, O., Jainuri, J., & Waruwu, H. (2021). The Impact of E-Service Quality and Satisfaction on Customer Loyalty: Empirical Evidence from Internet Banking Users in Indonesia. Journal of Asian Finance, Economics and Business, 8(4), 465–473. https://doi.org/10.13106/jafeb.2021.vol8.no4.0465
Sekaran, U., & Bougie, R. (2017). Metode Penelitian untuk Bisnis: Pendekatan Pengembangan-Keahlian (6th ed.). Jakarta : Salemba Empat.
Sembiring, O. S., Ratnawati, K., & Prabandari, S. P. (2023). The Influence of Electronic Service Quality, Electronic Trust and Social Influence on The Intention to Reuse BRImo through The Mediation of User Behavior. The International Journal of Social Sciences World, 5(2), 249–262. https://doi.org/10.5281/zenodo.10248849
Suprapti, S., & Suparmi. (2020). Membangun e-Loyality dan e-Satisfaction melalui e-Service Quality Pengguna Goride Kota Semarang. Jurnal Konsep Bisnis Dan Manajemen, 6(2), 240–255. https://doi.org/10.31289/jkbm.v6i2.3795
Utomo, T. Y., & Hidayat, A. M. (2023). The Intervening Role Of E-Satisfaction In Relationships Between E-Service Quality And E-Loyalty: Case Of BNI Mobile Banking In Indonesia. Jurnal Aplikasi Manajemen, 21(3). https://doi.org/10.21776/ub.jam.2022.021.03.09
Visakha, M. D., & Keni, K. (2022). The Impact of Security and Perceived Ease of Use on Reuse Intention of E-Wallet Users in Jakarta: The Mediating Role of E-Satisfaction. Atlantis Press, 655.
Yaqin, A. (2020). Peran E-satisfaction Sebagai Mediasi Pada E-WOM (Studi Pada Pelanggan OLX). Jurnal Ilmu Manajemen, 8.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911
DOI: http://dx.doi.org/10.33087/jmas.v9i2.1882
Refbacks
- There are currently no refbacks.
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
J-MAS (Jurnal Manajemen dan Sains) Published by Master of Management Program, Faculty of Economics, Batanghari University |
