Effendi, Yuningsih (2020) PENGARUH KUALITAS SISTEM, PERSEPSI KEMANFAATAN, DAN KEMUDAHAN PENGGUNAAN INTERNET BANKING TERHADAP LOYALITAS (Studi Kasus pada Nasabah PT. Bank BCA, Tbk. KCU Gajah Mada). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
Penelitian ini bertujuan untuk menganalisis pengaruh kualitas sistem, persepsi manfaat, dan kemudahan penggunaan internet banking terhadap loyalitas nasabah. Penelitian ini menggunakan pendekatan kuantitatif dengan analisis statistik deskriptif. Perhitungan dalam penelitian menggunakan SPSS 22.00. Populasi pada penelitian adalah nasabah PT BCA, Tbk KCU Gajah Mada yang menggunakan internet banking. Sampel ditentukan berdasarkan metoda purposive random sampling, jumlah sampel sebanyak 180 orang. Teknik pengumpulan data menggunakan metoda survei, dengan kuesioner yang telah diuji validitas dan reabilitasnya. Pengujian hipotesis dilakukan dengan menggunakan uji t dan uji F. Hasil penelitian menunjukkan bahwa: (1) Kualitas sistem mempunyai pengaruh dan memiliki keterkaitan terhadap tingkat loyalitas nasabah, dibuktikan dari nilai t hitung sebesar 25,918, signfikansi 0,000 < 0,05 dan nilai korelasi parsial 62,41% (2) Persepsi manfaat mempunyai pengaruh dan memiliki keterkaitan terhadap tingkat loyalitas nasabah, dibuktikan dari nilai t hitung sebesar 4,367, signifikansi 0,042 < 0,05 dan nilai korelasi parsial 9,79% (3) Persepsi kemudahan penggunaan mempunyai pengaruh dan memiliki keterkaitan terhadap tingkat loyalitas nasabah, dibuktikan dari nilai t hitung 2,053, signifikansi 0,000 < 0,05 dan nilai korelasi parsial 2,34% (4) Kualitas sistem, persepsi manfaat, dan persepsi kemudahan penggunaan mempunyai pengaruh dan memiliki keterkaitan terhadap tingkat loyalitas nasabah, dibuktikan dari nilai F hitung 357,079 > F tabel 2,66. Kata Kunci : Kualitas sistem, persepsi manfaat, persepsi kemudahan penggunaan, dan loyalitas nasabah ** The purpose of this research was to analyze the influence system quality, perceived of usefulness and ease of use on customer loyalty. This research was conducted based on quantitative approach with descriptive statistic analysis. Calculation on research was used by SPSS 22.00. Population on research were customers of PT BCA, Tbk KCU Gajah Mada who were using internet banking. Purposive random sampling was used a sampling method for 180 people total sample. Data was collected through questionnaire which validity and reliability that already verified. Hypothesis testing by using t-test and F-test. Result have show that: (1) System quality had effect and related on customer loyalty by t-count = 25,918, with significance value of 0,000 < 0,05 and partial correlation value 52,41% (2) Perceived of usefulness had effect and related on customer loyalty by t-count = 4,356, with significance value of 0,042 < 0,05 and partial correlation value 9,79% (3) Perceived ease of use had effect and related on customer loyalty by t-count = 2,053, with significance value of 0,000 < 0,05 and partial correlation value 2,34% (4) System quality, perceived of usefulness, and perceived ease of use had effect and related on customer loyalty by F-count 357,07 > F-table 2,66. Keywords: System quality, perceived of usefulness, perceived ease of use, and customer loyalty.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | Users 1360 not found. | ||||||||
| Date Deposited: | 04 Jan 2021 10:39 | ||||||||
| Last Modified: | 04 Jan 2021 10:39 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/2711 |
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