Osman, Feranvin (2023) PENGARUH QUALITY DIGITAL BANKING SERVICES TERHADAP CUSTOMER SATISFACTION DAN DAMPAKNYA TERHADAP CUSTOMER RETENTION INTENTION PADA PENGGUNA BANK DIGITAL DI JAKARTA: GENDER SEBAGAI VARIABEL MODERASI. Skripsi thesis, Universitas Tarumanagara.
|
Text
Feranvin Osman - 115200024 JA.pdf Download (4MB) | Preview |
Abstract
ABSTRACT UNIVERSITAS TARUMANAGARA FACULTY OF ECONOMICS AND BUSINESS JAKARTA (A) FERANVIN OSMAN (115200024) (B) THE EFFECT OF QUALITY DIGITAL BANKING SERVICES ON CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER RETENTION INTENTION AMONG DIGITAL BANK USERS IN JAKARTA: GENDER AS A MODERATING VARIABLE (C) xvi + 109 pages, 2023, 43 tables, 4 pictures, 7 appendix (D) MARKETING MANAGEMENT (E) Abstract: This research aims to empirically test E-S-QUAL, bank service quality, and customer satisfaction on customer retention intention with gender as a moderating variable. The total sample in this study was 194 respondents, who were digital bank users in Jakarta who were collected using a questionnaire instrument via Google Form. This research uses a descriptive research design and sampling using convenience sampling techniques. The data analysis technique uses Partial Least Square-Structural Equation Modeling (PLS-SEM) with the help of SmartPLS software. The research results show that E-S-QUAL, bank service quality, and customer satisfaction have a positive influence on customer retention intention among digital bank users. Next, E-S- QUAL and bank service quality have a positive influence on customer satisfaction. Furthermore, customer satisfaction can mediate the positive influence of E-S-QUAL and bank service quality on customer retention intention among digital bank users. Finally, female gender can moderate the influence of E-S-QUAL and bank service quality on customer satisfaction among digital bank users. Conversely, male gender can only moderate the influence of E-S-QUAL on customer satisfaction, but cannot moderate the influence of bank service quality on customer satisfaction. Keywords: E-S-QUAL, bank service quality, customer satisfaction, gender, customer retention intention (F) References 82 (1985 – 2023) (G) Dr. Keni, S.E., M.M. ABSTRAK UNIVERSITAS TARUMANAGARA FAKULTAS EKONOMI DAN BISNIS JAKARTA (A) FERANVIN OSMAN (115200024) (B) PENGARUH QUALITY DIGITAL BANKING SERVICES TERHADAP CUSTOMER SATISFACTION DAN DAMPAKNYA TERHADAP CUSTOMER RETENTION INTENTION PADA PENGGUNA BANK DIGITAL DI JAKARTA: GENDER SEBAGAI VARIABEL MODERASI (C) xvi + 109 halaman, 2023, 43 tabel, 4 gambar, 7 lampiran (D) MANAJEMEN PEMASARAN (E) Abstrak: Penelitian ini bertujuan untuk menguji secara empiris E-S-QUAL, bank service quality, dan customer satisfaction terhadap customer retention intention dengan gender sebagai variabel moderasi. Total sampel pada penelitian ini adalah sebanyak 194 responden, yang merupakan pengguna bank digital di Jakarta yang dikumpulkan dengan instrumen kuesioner melalui google form. Penelitian ini menggunakan desain penelitian deskriptif dan pengambilan sampel menggunakan teknik convenience sampling. Teknik analisis data menggunakan Partial Least Square-Structural Equation Modeling (PLS-SEM) dengan bantuan software SmartPLS. Hasil penelitian menunjukkan bahwa E-S-QUAL, bank service quality, dan customer satisfaction memiliki pengaruh positif terhadap customer retention intention pada pengguna bank digital. Berikutnya, E-S-QUAL dan bank service quality memiliki pengaruh positif terhadap customer satisfaction. Lebih lanjut, customer satisfaction dapat memediasi pengaruh positif E-S-QUAL dan bank service quality terhadap customer retention intention pada pengguna bank digital. Terakhir, gender perempuan dapat memoderasi pengaruh E-S-QUAL dan bank service quality terhadap customer satisfaction pada pengguna bank digital. Sebaliknya, gender laki-laki hanya dapat memoderasi pengaruh E-S-QUAL terhadap customer satisfaction, namun tidak dapat memoderasi pengaruh bank service quality terhadap customer satisfaction. Kata Kunci: E-S-QUAL, bank service quality, customer satisfaction, gender, customer retention intention (F) Daftar Pustaka: 82 (1985 – 2023) (G) Dr. Keni, S.E., M.M.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Subjects: | Skripsi/Tugas Akhir Skripsi/Tugas Akhir > Fakultas Ekonomi |
| Divisions: | Fakultas Ekonomi > Manajemen |
| Depositing User: | FE Perpus |
| Date Deposited: | 15 Aug 2024 03:49 |
| Last Modified: | 15 Aug 2024 03:49 |
| URI: | http://repository.untar.ac.id/id/eprint/43862 |
Actions (login required)
 |
View Item |
