The Measurement Analysis of Online Service Quality Toward State Banking Customers Using Structural Equation Modeling
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Published:
Jan 15, 2024
Keywords:
Service Quality, Banking System, Customer Satisfaction, Customer Trust, Customer Loyalty
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Abstract
The purpose of this study is to evaluate the level of customer care offered online so that users can keep using the e-banking system as they see fit. In order to gather data for e-banking system study, involved parties' questionnaire responses, interviews, and observations are used. Furthermore, it is necessary to perform a literature evaluation pertaining to this topic. Researchers both directly and indirectly distributed questionnaires as part of the data collection process. In the first stage, non-probability sampling is performed, and in the subsequent stage, purposive sampling is used based on predetermined criteria. 100 people made up the sample in this study. The Structural Equation Modeling (SEM) method was the data analysis technique used in this study. The study's findings demonstrated that users of the e-banking system were more likely to trust the caliber of the services offered. Customers can feel satisfied and assured when using the e-banking system because it provides what they need. Because the e-banking system's quality service has a relatively high value in relation to the probability value of its variable values, clients can feel confidence when transacting with it. The e-banking system is able to make clients feel content, hence it has a major influence on customer loyalty, even though the value is fairly tiny compared to the likelihood values for other variables.
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Sudirjo, F., Candra Dewi, L. K., Desty Febrian, W., Sani, I., & Dharmawan, D. (2024). The Measurement Analysis of Online Service Quality Toward State Banking Customers Using Structural Equation Modeling. Jurnal Informasi Dan Teknologi, 6(1), 50-56. https://doi.org/10.60083/jidt.v6i1.471
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References
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[2] Sudirjo, F., Ausat, A. M. A., Rijal, S., Riady, Y., & Suherlan, S. (2023). ChatGPT: Improving Communication Efficiency and Business Management of MSMEs in the Digital Age. Innovative: Journal Of Social Science Research, 3(2), 643-652.
[3] Sudirjo, F. (2021). Social media, consumer motivation, and consumer purchase decision for fashion consumers in semarang district. Jurnal Manajemen (Edisi Elektronik), 12(1), 78-92.
[4] Kawiana, I. G. P., Dewi, L. K. C., Martini, L. K. B., & Suardana, I. B. R. (2018). The influence of organizational culture, employee satisfaction, personality, and organizational commitment towards employee performance. International research journal of management, IT and social sciences, 5(3), 35-45.
[5] Kawiana, I., Dewi, L. K. C., Hartati, P. S., Setini, M., & Asih, D. (2021). Effects of leadership and psychological climate on organizational commitment in the digitization era. Journal of Asian Finance, Economics and Business, 8(1), 1051-1062.
[6] Lubis, Z., Zarlis, M., & Aulia, M. R. (2023). Performance Analysis of Oil Palm Companies Based on Barcode System through Fit Viability Approach: Long Work as A Moderator Variable. Aptisi Transactions on Technopreneurship (ATT), 5(1), 40-52.
[7] Junaidi, J., Lubis, Z., Effendi, I., Aulia, M. R., Utami, M. P., & Supriatna, D. (2023). Strategy Enhancement Performance MSMEs Through PTPN III Partnership Program. Devotion Journal of Community Service, 4(2), 438-445.
[8] Aulia, M. R., Saragi, C. P., & Simbolon, R. (2021). The Effect of Entrepreneurial Characteristics on Entrepreneurial Competence and Entrepreneurial Competence on Business Performance of Micro and Small-Scale Coffee Shops in Bogor. BASKARA: Journal of Business and Entrepreneurship, 4(1), 37-48.
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[12] Sari, E. N. (2021). Pengaruh Store Atmosphere Terhadap Keputusan Pembelian Kopi Pada Kong Djie Café Pekanbaru. Innovative: Journal Of Social Science Research, 1(2), 73-80.
[13] Sudirman, W. F. R., Sari, E. N., Reza, S., Syaipudin, M., & Hidayat, H. (2023). Apakah fintech lending berpengaruh terhadap kinerja bank syariah di indonesia?. MONEY: JOURNAL OF FINANCIAL AND ISLAMIC BANKING, 1(2), 81-90.
[14] Sari, E. N., Farhas, R. J., Zulmi, S., & Zakky, M. A. (2021). Analisis Keputusan Konsumen Dalam Pembelian Smartphone (Studi Kasus Pada Mahasiswa Universitas Pahlawan Tuanku Tambusai). Innovative: Journal Of Social Science Research, 1(2), 688-695.
[15] Rabialdy, F., & Sari, E. N. (2022). Peran Program Pelatihan Terhadap Kinerja UKM Di Kota Pekanbaru. Jurnal Ilmiah Ekonomi Dan Pajak, 2(2), 8-12.
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[19] Suraharta, I. M., Djajasinga, N. D., Wicaksono, M. B. A., Akbar, R. A., Priono, N. J., Yusuf, M. A., & Gugat, R. M. D. (2022). Electric vehicle policy: the main pillar of Indonesia's future energy security. International Journal of Science and Society, 4(4), 142-156.
[20] Nugroho, S. P., Soeprapto, A., & Sirait, A. (2022). Strategic Management Accounting Techniques for Strategic Costing in Village-Owned Enterprises. International Journal of Professional Business Review, 7(6), e0810-e0810.
[21] Pujiastuti, E. E., Soeprapto, A., Susanta, S., Utomo, H. S., & Maharaniputri, A. (2022). The role of perceived value in understanding tourist experience and post experience at heritage destinations. Jurnal Siasat Bisnis, 36-56.
[22] Sriyono, S., Pujiastuti, E. E., Pulung, N., & Soeprapto, A. (2021). The Acceleration Village Owned Enterprises towards a Social Enterprise in the Village Using a Strategic Management Approach. Design Engineering, 8, 13640-13659.
[23] Pujiastuti, E. E., Maharaniputri, A., & Soeprapto, A. (2021). Pengaruh Memorable Tourist Experience (Mte) Terhadap Affective Commitment dan Behaviors Storytelling. Journal of Tourism and Creativity, 5(1), 1-13.
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[25] Madjid, M. (2020). Improving speaking skill by using group work method. JLA (Jurnal Lingua Applicata), 3(1), 1-9.
[26] Madjid, M., Subroto, D. E., & Rofi'i, A. (2023). Utilization of interactive multimedia in learning english about different kinds of fruits for elementary school children. Jurnal Mantik, 7(1), 263-270.
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[29] Dharta, F. Y., Prasetyo, H., & Dema, Y. (2021). Influence of attitude on online impulse buying: perspective on marketing communication. Jurnal Studi Komunikasi, 5(3), 729-745.
[30] Madjid, M. (2023). English Speaking Varieties of English Instructors at Some English Courses in Makassar (A Case Study). Athena: Journal of Social, Culture and Society, 1(3), 108-115.
[31] Hos, J., Kusujiarti, S., Jumintono, Upe, A., Arsyad, M., Hasniah, ... & Natanson, J. (2022). Conflict Management in Multiethnic Communities: a Case Study in Southeast Sulawesi, Indonesia. Journal of International Migration and Integration, 23(4), 1963-1985.
[32] Nursanti, S., Dharta, F. Y., Chaerudin, C., Syam, S. P., & Purnama, R. N. (2022). Generation z's perceptions of health information about the Covid-19. Jurnal Studi Komunikasi, 6(2), 587-602.
[33] Siswanto, A., Pratiwi, R., Rokhmawati, D., & Dharta, F. Y. (2023). Analysis Of Determinant Factors Employee Performance Of Directorate General Of Intellectual Property Rights Republic Of Indonesia. JEMSI (Jurnal Ekonomi, Manajemen, dan Akuntansi), 9(6), 2493-2498.
[34] Hermana, B, “Measuring the Quality of Internet Banking Services,” Ekonomi Bisnis, 2020.
[35] Januari, S, “Analysis of Customer Satisfaction with the BNI Bank Website Using the E-Servqual Method and Importance and Performance Matrix Analysis,” Jurnal Fakultas Sistem Informasi, 2021.
[36] Ming, S.L., Huey, D.H., dan Ming, F.Y, “The Study of The Relationship Among Experiental Marketing, Services Quality, Customer Satisfaction and Customer Loyalty,” International Journal of Organizational Innovation, 2020.
[37] Romadhoni, B., Hadiwidjojo, D., Noermijati, S. A, “Relationship between E-Service Quality, E-Satisfaction, E-Trust, E-CommitmentIn Building Customer E-Loyalty: A Literature Review,” International Journal of Business and Management Invention ISSN (Online), pp. 2319 – 8028, 2015.