ANALISIS PENGARUH SYSTEM QUALITY, INFORMATION QUALITY DAN SERVICE QUALITY TERHADAP CUSTOMER LOYALTY MELALUI USER SATISFACTION PADA PELANGGAN M-BCA DI SURABAYA
Abstract
The presence of the internet requires an atmosphere in human life, especially in
the banking sector. Nowadays, customers are further facilitated by the existence of
banking services that can be accessed anytime and anywhere. Customers can run
the various needs desired without the need to come to a designated bank or go to
an ATM. By using a connected internet, you can check balances, transfer funds,
and perform some other banking services. This type of service is known as mobile
banking.
This study aims to determine how the influence of System Quality, Information
Quality, and Service Quality to Customer Loyalty through User Satisfaction. The
expected benefit of this research is to increase the repertoire of science in the field
of management, especially how much System Quality, Information Quality, and
Service Quality so as to increase user satisfaction which will ultimately increase
the loyalty of M-BCA.
This research is a causal research. The research method used is quantitative
method with data processing using AMOS. Data collection was done by
distributing questionnaires to 115 respondents with characteristics of male and
female respondents aged 18-60 years, domiciled in Surabaya, and using M-BCA
for the last 6 months.
The results showed that the variables of System Quality significantly influence
the User Satisfaction with regression coefficient of 0.405; Information Quality
variables significantly influence User Satisfaction with regression coefficient of
0.339; Service Quality variables significantly influence User Satisfaction with
regression coefficient of 0.345; User Satisfaction variable has a significant effect
on Customer Loyalty with regression coefficient of 0.820.
The main recommendation used for offline systems is M-BCA which has
customers unable to receive transfers within certain hours. This is because the
variable quality system in this study is the most important