PENGARUH KEMUDAHAN PENGGUNAAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH BANK SWASTA
DOI:
https://doi.org/10.36312/gama.v2i1.6Keywords:
Ease of Use, Customer Satisfaction, Customer LoyaltyAbstract
This study aims to determine the effect of ease of use and customer satisfaction on customer loyalty to the myBCA application in the Greater Jakarta area. The independent variables consist of ease of use and customer satisfaction, while the dependent variable consists of customer loyalty. The research population consists of all BCA customers who actively use the myBCA application in the Jabodetabek area. The sample size is 120 people, selected using non-probability sampling based on purposive sampling. Data collection was conducted through the distribution of questionnaires using a 5-point Likert scale. Data analysis techniques used multiple linear regression analysis. The results of this study prove that ease of use has an influence on customer loyalty, customer satisfaction has an influence on customer loyalty, and ease of use and satisfaction together have a very strong positive impact on the loyalty of myBCA app users in the Greater Jakarta area.References
Alkhawaldeh, K., & Alkayid, W. (2023). The Impact of Social Media Quality on Their Use in Business Continuity of Jordanian Small and Medium Enterprises During the COVID-19 Pandemic. Journal of Small Business Strategy, 33(3), 157–187. https://doi.org/10.53703/001c.94168
Amin, M. (2023). PENGARUH DIGITALISASI BANK DAN KUALITAS LAYANAN PRONTLINER TERHADAP LOYALITAS NASABAH MELALUI KEPUASAN NASABAH DI MASA PANDEMI COVID-19 PADA BANK BRI CABANG MA. (n.d.).
Ananda Gosal, D., Raya Kupang Baru No, J., Sukomanunggal, K., & Timur, J. (2024). Pengaruh Kualitas Pelayanan Dan Strategi Promosi Terhadap Kepuasan Nasabah BCA. 2(1), 50–53. https://doi.org/10.61132/rimba.v2i1.531
Andarwati, M., Zuhroh, D., & Amrullah, F. (2020). Determinants of Perceived Usefulness and End-User Accounting Information System in SMEs. Article in International Journal of Advanced Science and Technology, 29(8s), 46–61. https://www.researchgate.net/publication/341070065
Andrew Susanto, S., Valensius Manek, M., Alfonso Setiawan, R., & Mustikasari, F. (n.d.). CUSTOMER EXPERIENCE IN DIGITAL BANKING: THE INFLUENCE OF CONVENIENCE, SECURITY, AND USEFULNESS ON CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN INDONESIA. http://devotion.greenvest.co.id
Cahyadi, L., & Penulis, K. (2024). Pengaruh Kualitas Pelayanan, Kepercayaan Pelanggan dan Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Pada E-Commerce. Jurnal Manajemen Bisnis Digital Terkini (JUMBIDTER), 1(2), 12–28. https://doi.org/10.61132/jumbidter.v1i2.73
Duy Phuong, N. N., Luan, L. T., Van Dong, V., & Le Nhat Khanh, N. (2020). Examining customers’ continuance intentions towards e-wallet usage: The emergence of mobile payment acceptance in Vietnam. Journal of Asian Finance, Economics and Business, 7(9), 505–516. https://doi.org/10.13106/JAFEB.2020.VOL7.NO9.505
Fitriyanti, F., Hum, M., Kn, M., Wulan Rachmanti, V., & Mulya Amalia, N. (2022). PENGARUH INOVASI DIGITAL (MOBILE BANKING) BANK BCA DALAM INDUSTRI PERBANKAN PADA TAHUN 2020-2022 TERHADAP KEPUASAN NASABAH.
Furqon, A. (2020). Persepsi Kemudahan Penggunaan, Diskon Harga Dan Persepsi Privasi Terhadap Intensitas Penggunaan Aplikasi Brimo (E-Banking). July, 1–23.
Hagemeister, A., & Volmer, J. (2018). Do social conflicts at work affect employees’ job satisfaction?: The moderating role of emotion regulation. International Journal of Conflict Management, 29(2), 213–235. https://doi.org/10.1108/IJCMA-11-2016-0097
Hair, J. F. ., Black, W. C. ., Babin, B. J. ., & Anderson, R. E. . (2014). Multivariate data analysis. Pearson Education Limited.
Iqbal, J., Heriyani, H., & Urrahmah, I. (2021). Pengaruh Kemudahan dan Ketersediaan Fitur terhadap Penggunaan Mobile Banking. Global Financial Accounting Journal, 5(2), 25. https://doi.org/10.37253/gfa.v5i2.6001
Islam, R., Ahmed, S., Rahman, M., & Al Asheq, A. (2021). Determinants of service quality and its effect on customer satisfaction and loyalty: an empirical study of private banking sector. TQM Journal, 33(6), 1163–1182. https://doi.org/10.1108/TQM-05-2020-0119
Khoirun Nisa, A. (2018). PENGARUH PENGETAHUAN, KEPERCAYAAN, DAN KEMUDAHAN PENGGUNAAN E-BANKING TERHADAP MINAT BERTRANSAKSI ULANG SECARA ONLINE DALAM PERSPEKTIF EKONOMI ISLAM (Studi Kasus Pada Nasabah Bank BNI Syariah KC Tanjungkarang).
Kota Palembang Amiliya, D., & Suci Anggarayni, dan. (2023). Analisis Kepuasan Nasabah Dalam Penggunaan Mobile Banking BCA. In 23 | Journal of UKMC National Seminar on Accounting Proceeding (Vol. 2, Issue 1).
Malhotra, N. (2017). MARKETING RESEARCH: An applied orientation. Marketing Research, 2, 1–26.
Marlius, D., & Friscilia, T. (2024). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Nasabah Pada BMT Taqwa Muhammadiyah Cabang Pasar Raya Padang. JURNAL PUNDI, 8(1), 11. https://doi.org/10.31575/jp.v8i1.526
Mustafa, P. S. , G. H. , V. A. , M. N. K. , & L. N. D. (2022). (2022). Mustafa, P. S., Gusdiyanto, H., Victoria, A., Masgumelar, N. K., & Lestariningsih, N. D. (2022). Metodologi Penelitian Kuantitatif, Kualitatif, dan Penelitian tindakan kelas dalam pendidikan olahraga. Insight Mediatama.
Mutiara Sari, D., Iqbal Fasa, M., & Suharto. (n.d.). MANFAAT DAN RISIKO PENGGUNAAN LAYANAN PERBANKAN (terjemahan).
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
Nurdin, N., Musyawarah, I., Nurfitriani, N., & Jalil, A. (2020). Pengaruh Pelayanan Mobile Banking Terhadap Kepuasan Nasabah (Studi Pada Mahasiswa Perbankan Syariah IAIN Palu). Jurnal Ilmu Perbankan Dan Keuangan Syariah, 2(1), 87–104. https://doi.org/10.24239/jipsya.v2i1.24.87-104
Nyirangondo, M., Du Bruyn, M., & Dilotsotlhe, N. (2024a). Are hotels meeting customer expectations regarding service quality. International Journal of Research in Business and Social Science (2147- 4478), 13(4), 124–133. https://doi.org/10.20525/ijrbs.v13i4.3362
Nyirangondo, M., Du Bruyn, M., & Dilotsotlhe, N. (2024b). Are hotels meeting customer expectations regarding service quality. International Journal of Research in Business and Social Science (2147- 4478), 13(4), 124–133. https://doi.org/10.20525/ijrbs.v13i4.3362
Parera, N. O., Susanti, E., & Artikel, I. (2021). LOYALITAS NASABAH DARI KEMUDAHAN PENGGUNAAN MOBILE BANKING INFO ARTIKEL ABSTRAK. In International Journal of Digital Entrepreneurship and Business (IDEB) (Vol. 2, Issue 1). https://ejournal.jic.ac.id/ideb/
Pengaruh program loyalitas, persepsi nilai, dan persepsi kemudahan penggunaan terhadap kepausan pelanggan yang berdampak pada loyalitas pelanggan. (n.d.).
Sri Woelandari P.G, D. W. P. G., Setyawati, N. W., & Rianto, M. R. (2022). EASE of USE, CONVENIENCE, TRUST, and INTENTION to USE MOBILE BANKING. Journal of Economic Development Environment and People, 11(3), 62–69. https://doi.org/10.26458/jedep.v11i3.753
Sumantri, D. I., Rachmat, B., Widyantoro, H., Hayam, U., & Perbanas Surabaya, W. (2023). The Influence Of Service Quality, Perceived Value, And Customer Satisfaction On Customer Loyalty To BCA Customers In Surabaya Pengaruh Service Quality, Perceived Value, Dan Customer Satisfaction Terhadap Customer Loyalty Pada Nasabah BCA Di Surabaya. In Management Studies and Entrepreneurship Journal (Vol. 4, Issue 5). http://journal.yrpipku.com/index.php/msej
Susanti, E., & Parera, N. O. (2021). Loyalitas Nasabah Dari Kemudahan Penggunaan Mobile Banking. International Journal of Digital Entrepreneurship and Business, 2(1), 39–48. https://doi.org/10.52238/ideb.v2i1.37
Vebiana, V. (2020). Digital Banking, Customer Experience, and Islamic Bank Financial Performance in Indonesia. 249–255. https://doi.org/10.5220/0009868002490255
Yaqin, A., & Ilfitriah, A. M. (2015). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Bank Pengguna E-Banking Di Surabaya. Journal of Business and Banking, 4(2), 245. https://doi.org/10.14414/jbb.v4i2.375
Downloads
Published
Issue
Section
License
Copyright (c) 2026 Risnah Pujawaty, Tirton Nefianto (Author)
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
