Analysis of the Influence of BSB Mobile Application user Experience on Customer Loyalty with Satisfaction as an Intervening Variable
##plugins.themes.bootstrap3.article.sidebar##
##plugins.themes.bootstrap3.article.main##
Abstract
The purpose of this study was to examine if the independent variable of user experience affects the dependent variable, namely customer loyalty, which is mediated through customer satisfaction as an intervening variable. This is a quantitative study with a sample size of 100 respondents based on Hair's Theory in the research population consisting of customers who use the Bank Sumsel Babel Mobile Application. Hypothesis testing demonstrates that user experience has a positive and significant effect on customer satisfaction, with a sig. value 0.000<0.005 and a t value of 13.003. Furthermore, the user experience variable is recognized to have a positive and significant on customer loyalty with a sig. value 0.001<0.005 and a t value of 3.554. Then it was discovered that customer satisfaction had a positive and significant on the customer loyalty variable, with a sig. value 0.000<0.05 and a t value of 4.436. Simultaneously, customer satisfaction has been shown to significantly and positively mediate the influence of the link between user experience and customer loyalty.
##plugins.themes.bootstrap3.article.details##
Afifah Vivi, Ayi Wahid, & Heri Sutrisno. (2022). Meningkatkan Kepuasan Pengguna BRI Mobile di DKI Jakarta. Jurnal IKRAITH-INFORMATIKA, 6(2).
Asfari. 2019. Peran User Experience Dalam Financial Technology. Artikel. Medium.Com.
Basri, A. I. (2019). Pengaruh Kualitas Layanan terhadap Kepuasan dan Loyalitas Nasabah Bank Pengguna E-Banking. Bisman, 2(1).
Bhattacharya, A., Srivastava, M., & Verma, S. (2019). Customer Experience in Online Shopping: A Structural Modeling Approach. Journal of Global Marketing, 32(1).
Cahyani. 2021. Pengaruh Kemudahan dan Kualitas Pelayanan Terhadap Loyalitas Nasabah Pengguna Echannel Dengan Kepuasan Sebagai Variabel Intervening Pada BSI KCP Ponorogo Cokroaminoto. Skripsi. Institut Agama Islam Negeri Ponorogo
Fadlan. (2018). Fadlan, 2018 Pengaruh Presepsi Kemudahan terhadap Penggunaan Mobile Banking.
Febrianta, A., & Indrawati, I. (2016). Pengaruh Kualitas Layanan Mobile Banking terhadap Kepuasan Nasabah Bank BCA di Kota Bandung. E-Proceeding of Management, 3(3).
Japarianto Edwin, & Bagas Wahyu Nugroho. (2020). ANALISA CUSTOMER EXPERIENCE TERHADAP CUSTOMER LOYALTY MELALUI CUSTOMER SATISFACTION PADA MASKAPAI PENERBANGAN GARUDA INDONESIA. Jurnal Strategi Pemasaran, 7(1). Kasmir, K. (2017). Analisis Laporan Keuangan (10th ed.). PT Rajawali Pers.
Khaira, et al. (2020). Analisis Pengalaman Pengguna pada Aplikasi Mobile Banking dengan Metode UX Curve (Studi Kasus : BRI Mobile Banking) Zero Order Basin View project HEMOCS-Head Movement Control System View project. http://j-ptiik.ub.ac.id
Kotler, Et Al. 2009. Manajemen Pemasaran / Philip Kotler, Kevin Lane Keller.Penerjemah, Bob Sabran. Editor, Adi Maulana, Wibi Hardani. Edisi 13. Erlangga.
Tiara Monica, Erlina Rufaidah, dan Yon Rizal. 2020. Pengaruh Kualitas Pelayanan, Pengalaman Pelanggan, Dan Kemudahan Penggunaan Terhadap Kepuasan Pelanggan. Jurnal Edukasi Ekobis, Volume 8, No. 1.
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/
Wicaksono, D. P. 2020. Evaluasi User Experience E-Supply Chain Pada Area Distribusi Jasa Pengiriman Dengan Metode Ux Honeycombs. Skripsi. Universitas Muhammadiyah Malang.
Widjieanto. (2021). Widjieanto, 2021, Analisa Pengaruh User Experience Terhadap Costumer Loyalty dengan Trust sebagai Variabel Intervening pada Aplikasi Digital Payment Dana.