PENGARUH KUALITAS LAYANAN M-BANKING, E-SERVQUAL DAN CRM TERHADAP KEPUASAN NASABAH SERTA IMPLIKASINYA PADA LOYALITAS
SURVEY PADA PENGGUNA BJB MOBILE BANKING BANDUNG RAYA
Abstract
Transformasi digital di sektor perbankan menjadi keniscayaan karena tuntutan akselerasi digital semakin meningkat. Sebagai upaya peningkatan kualitas layanan terhadap nasabah dengan menggunakan sistem teknologi terutama dalam melakukan transaksi lebih cepat, aman, dan akurat, seluruh perbankan memberikan fasilitas Mobile banking. Dari data yang dihimpun menunjukkan bahwa masih terdapat beberapa komplain terhadap mobile banking, yang seharusnya bertujuan untuk memberikan kemudahan pelayanan bagi nasabah. Komplain yang terjadi dapat disebabkan oleh beberapa faktor diantaranya, seperti fitur yang disediakan belum memenuhi harapan nasabah untuk mendapatkan kemudahan dan kenyamanan dalam penggunaan, akses lambat, transfer tidak terkirim. Selain itu, adanya informasi yang tidak akurat yang disajikan juga dapat menjadi faktor penyebab komplain terhadap mobile banking. Penelitian ini merupakan kategori cross sectional, yaitu informasi dari sebagian populasi (sampel responden) dikumpulkan langsung dari lokasi secara empirik. Simpulan disertasi ini antar lain kualitas pelayanan mobile banking, E-SERVQUAL dan manajemen kerelasian memiliki pengaruh positif dan signifikan secara simultan terhadap behavioural intention, kualitas pelayanan mobile banking, E-SERVQUAL dan manajemen kerelasian memiliki pengaruh positif dan signifikan secara parsial terhadap behavioural intention, Kualitas pelayanan mobile banking, E-SERVQUAL dan manajemen kerelasian memiliki pengaruh positif dan signifikan secara simultan terhadap kepuasan pelanggan, behavioural Intention dan Kepuasan Pelanggan memiliki pengaruh positif dan signifikan secara simultan terhadap loyalitas pelanggan.
References
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Baptista, G., & Oliviera, T. (2021). Understanding mobile banking: The unified theory of acceptance and use of technology combined with cultural moderators. Computers in Human Behavior.
Bolton, R. N. (2020). Customer experience and satisfaction in the digital age: An organizing framework and research agenda. Journal of the Academy of Marketing Science, 48(1), 1–12.
Broekhuizen, T., Broekhuizen, T. O. K., & van Vliet, J. E. J. (2021). Digital customer satisfaction: A meta-analytic review and research agenda. Journal of Business Research, 132, 201–214.
Hadiwidjojo, D. and Djakman, N. (2018). The Effect of Service Quality, E-SERVQUAL, and Customer Relationship Management on Customer Satisfaction in Mobile Banking Services. Procedia-Social and Behavioral Sciences, 219, 24–31.
Hepola, J., Karjaluoto, H., & Hintikka, A. (2020). The effect of sensory brand experience and involvement on brand equity directly and indirectly through consumer brand engagement. Journal of Product & Brand Management, 29(1)(1–16).
Hidayati, N., Astuti, P., & Indrawati, D. (2016). Pengaruh Customer Relationship Management Terhadap Loyalitas Nasabah Melalui Behavioral Intention. Jurnal Manajemen Pemasaran, 10(2), 192–202.
Huang, Y., Zhou, L., & Wang, Y. (2022a). The impact of mobile banking service quality on customer loyalty: The mediating role of perceived value and satisfaction. Jurnal Retailing, 64,102800.
Huang, Y., Zhou, L., & Wang, Y. (2022b). The impact of mobile banking service quality on customer loyalty: The mediating role of perceived value and satisfaction. Journal of Retailing and Consumer Services2022, 64, 102800.
Khodakarami, F., & Chan, Y. E. (2019). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation. Information & Management, 51(2), 240–251.
Kotler, P., & Keller, K. L. (2020). Marketing Management (16th Global ed.). Pearson Education.
Kumar, V., & Shah, D. (n.d.). Building and sustaining profitable customer loyalty for the 21st century. Journal of Retailing, 87(S1), S3–S15.
Kumar, V., Shah, D. (2021). Building and sustaining profitable customer loyalty for the 21st century. Journal Retaiiling, 87(SI), S13–S15.
Oliver, R. L. (2018). Customer Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). Routledge.
Parasuraman, A., Zeithaml, V. A. (2006). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
Payne, A., & Frow, P. (2020). Designing multichannel value propositions: A conceptual framework. Journal of Business Research, 116, 431–441.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: The modified e-SERVQUAL model. The TQM Journal, 32(6), 1443–1466.
Research, F. (2022). The US Customer Experience Index, 2022.
Roy, S. K., Balaji, M. S., Quazi, A., & Quaddus, M. (2022). Predictors of customer loyalty in mobile banking: An integration of technology acceptance model and investment model. Journal of Retailing and Consumer Services, 64, 102826.
Sharma, S. K., Sharma, M., & Dwivedi, Y. K. (2023). Metaverse in banking: A conceptual framework for service quality and customer loyalty. Journal of Retailing and Consumer Services, 71, 103322.
Vial, G. (2019). Understanding digital transformation: A review and a research agenda. The Journal of Strategic Information Systems, 28(2), 118–144.
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Bolton, R. N. (2020). Customer experience and satisfaction in the digital age: An organizing framework and research agenda. Journal of the Academy of Marketing Science, 48(1), 1–12.
Broekhuizen, T., Broekhuizen, T. O. K., & van Vliet, J. E. J. (2021). Digital customer satisfaction: A meta-analytic review and research agenda. Journal of Business Research, 132, 201–214.
Hadiwidjojo, D. and Djakman, N. (2018). The Effect of Service Quality, E-SERVQUAL, and Customer Relationship Management on Customer Satisfaction in Mobile Banking Services. Procedia-Social and Behavioral Sciences, 219, 24–31.
Hepola, J., Karjaluoto, H., & Hintikka, A. (2020). The effect of sensory brand experience and involvement on brand equity directly and indirectly through consumer brand engagement. Journal of Product & Brand Management, 29(1)(1–16).
Hidayati, N., Astuti, P., & Indrawati, D. (2016). Pengaruh Customer Relationship Management Terhadap Loyalitas Nasabah Melalui Behavioral Intention. Jurnal Manajemen Pemasaran, 10(2), 192–202.
Huang, Y., Zhou, L., & Wang, Y. (2022a). The impact of mobile banking service quality on customer loyalty: The mediating role of perceived value and satisfaction. Jurnal Retailing, 64,102800.
Huang, Y., Zhou, L., & Wang, Y. (2022b). The impact of mobile banking service quality on customer loyalty: The mediating role of perceived value and satisfaction. Journal of Retailing and Consumer Services2022, 64, 102800.
Khodakarami, F., & Chan, Y. E. (2019). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation. Information & Management, 51(2), 240–251.
Kotler, P., & Keller, K. L. (2020). Marketing Management (16th Global ed.). Pearson Education.
Kumar, V., & Shah, D. (n.d.). Building and sustaining profitable customer loyalty for the 21st century. Journal of Retailing, 87(S1), S3–S15.
Kumar, V., Shah, D. (2021). Building and sustaining profitable customer loyalty for the 21st century. Journal Retaiiling, 87(SI), S13–S15.
Oliver, R. L. (2018). Customer Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). Routledge.
Parasuraman, A., Zeithaml, V. A. (2006). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
Payne, A., & Frow, P. (2020). Designing multichannel value propositions: A conceptual framework. Journal of Business Research, 116, 431–441.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: The modified e-SERVQUAL model. The TQM Journal, 32(6), 1443–1466.
Research, F. (2022). The US Customer Experience Index, 2022.
Roy, S. K., Balaji, M. S., Quazi, A., & Quaddus, M. (2022). Predictors of customer loyalty in mobile banking: An integration of technology acceptance model and investment model. Journal of Retailing and Consumer Services, 64, 102826.
Sharma, S. K., Sharma, M., & Dwivedi, Y. K. (2023). Metaverse in banking: A conceptual framework for service quality and customer loyalty. Journal of Retailing and Consumer Services, 71, 103322.
Vial, G. (2019). Understanding digital transformation: A review and a research agenda. The Journal of Strategic Information Systems, 28(2), 118–144.
Baptista, G., & Oliviera, T. (2021). Understanding mobile banking: The unified theory of acceptance and use of technology combined with cultural moderators. Computers in Human Behavior.
Bolton, R. N. (2020). Customer experience and satisfaction in the digital age: An organizing framework and research agenda. Journal of the Academy of Marketing Science, 48(1), 1–12.
Broekhuizen, T., Broekhuizen, T. O. K., & van Vliet, J. E. J. (2021). Digital customer satisfaction: A meta-analytic review and research agenda. Journal of Business Research, 132, 201–214.
Hadiwidjojo, D. and Djakman, N. (2018). The Effect of Service Quality, E-SERVQUAL, and Customer Relationship Management on Customer Satisfaction in Mobile Banking Services. Procedia-Social and Behavioral Sciences, 219, 24–31.
Hepola, J., Karjaluoto, H., & Hintikka, A. (2020). The effect of sensory brand experience and involvement on brand equity directly and indirectly through consumer brand engagement. Journal of Product & Brand Management, 29(1)(1–16).
Hidayati, N., Astuti, P., & Indrawati, D. (2016). Pengaruh Customer Relationship Management Terhadap Loyalitas Nasabah Melalui Behavioral Intention. Jurnal Manajemen Pemasaran, 10(2), 192–202.
Huang, Y., Zhou, L., & Wang, Y. (2022a). The impact of mobile banking service quality on customer loyalty: The mediating role of perceived value and satisfaction. Jurnal Retailing, 64,102800.
Huang, Y., Zhou, L., & Wang, Y. (2022b). The impact of mobile banking service quality on customer loyalty: The mediating role of perceived value and satisfaction. Journal of Retailing and Consumer Services2022, 64, 102800.
Khodakarami, F., & Chan, Y. E. (2019). Exploring the role of customer relationship management (CRM) systems in customer knowledge creation. Information & Management, 51(2), 240–251.
Kotler, P., & Keller, K. L. (2020). Marketing Management (16th Global ed.). Pearson Education.
Kumar, V., & Shah, D. (n.d.). Building and sustaining profitable customer loyalty for the 21st century. Journal of Retailing, 87(S1), S3–S15.
Kumar, V., Shah, D. (2021). Building and sustaining profitable customer loyalty for the 21st century. Journal Retaiiling, 87(SI), S13–S15.
Oliver, R. L. (2018). Customer Satisfaction: A Behavioral Perspective on the Consumer (2nd ed.). Routledge.
Parasuraman, A., Zeithaml, V. A. (2006). E-S-QUAL: A multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233.
Payne, A., & Frow, P. (2020). Designing multichannel value propositions: A conceptual framework. Journal of Business Research, 116, 431–441.
Raza, S. A., Umer, A., Qureshi, M. A., & Dahri, A. S. (2020). Internet banking service quality, e-customer satisfaction and loyalty: The modified e-SERVQUAL model. The TQM Journal, 32(6), 1443–1466.
Research, F. (2022). The US Customer Experience Index, 2022.
Roy, S. K., Balaji, M. S., Quazi, A., & Quaddus, M. (2022). Predictors of customer loyalty in mobile banking: An integration of technology acceptance model and investment model. Journal of Retailing and Consumer Services, 64, 102826.
Sharma, S. K., Sharma, M., & Dwivedi, Y. K. (2023). Metaverse in banking: A conceptual framework for service quality and customer loyalty. Journal of Retailing and Consumer Services, 71, 103322.
Vial, G. (2019). Understanding digital transformation: A review and a research agenda. The Journal of Strategic Information Systems, 28(2), 118–144.
Zulkarnaen, W., Amin, N. N. (2018). Pengaruh Strategi Penetapan Harga Terhadap Kepuasan Konsumen. Jurnal Ilmiah MEA (Manajemen, Ekonomi, & Akuntansi), 2(1), 106-128.
Published
2026-03-27
How to Cite
Basuki, T., Suteja, J., & Suryana, P. (2026). PENGARUH KUALITAS LAYANAN M-BANKING, E-SERVQUAL DAN CRM TERHADAP KEPUASAN NASABAH SERTA IMPLIKASINYA PADA LOYALITAS. Jurnal Ilmiah Manajemen, Ekonomi, & Akuntansi (MEA), 10(1), 2166-2180. https://doi.org/10.31955/mea.v10i1.7296
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Articles
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