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Utama, Andyan Pradipta
Fakultas Ekonomi Dan Bisnis, Universitas Mercu Buana, Indonesia
Religion Arts Humanities Civil Engineering, Building, Construction & Architecture Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Engineering Environmental Science Industrial & Manufacturing Engineering Law, Crime, Criminology & Criminal Justice Social Sciences Other

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Journal : Jurnal Syntax Transformation

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The Impact of Trust and Quality of Electronic Services on Digital Bank Customer Satisfaction with the Bank Image as a Mediator Andyan Pradipta Utama; Nana Trisnawati
Jurnal Syntax Transformation Vol 5 No 1 (2024): Jurnal Syntax Transformation
Publisher : CV. Syntax Corporation Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46799/jst.v5i1.871

Abstract

The COVID-19 pandemic and the development of information technology use in recent years have caused changes in people's behavior patterns and preferences in using digital services. This indirectly encourages the emergence of an accelerating trend of digital transformation in the bank sector in 2022, where banks massively optimize the use of digital technology in both customer products and services. This research is motivated by the development of digital banks which have become a phenomenon in the financial industry in recent years, with the needs of customers who want the speed and flexibility of bank services that are available anywhere and anytime. Customer satisfaction not only supports the survival of the bank, but also the development of the bank. Customer satisfaction in the bank is influenced by many factors such as trust because the bank operates based on the principle of customer trust, the quality of service that must be provided continuously and without interruption, and the image or image of the bank itself. Based on the above phenomenon, this study aims to analyze the role of the bank's image as a mediator of the impact of trust and quality of electronic services on digital bank customer satisfaction. The population of this study is digital bank customers located in DKI Jakarta, with a sample of 190 people. The data analysis method using the Structural Equation Model (SEM) is processed with SmartPLS version 3.29. In this study, it is known that trust does not affect customer satisfaction, the factors that make customers satisfied are the quality of service and the image of the bank.
Co-Authors Aisyah Fadly Basri Aisyah Rahmawati Angga Dwi Mulyanto Aprilia Ningrum Ambarwati Aprilia Ningrum Ambarwati Chairiel Oktaviar Farida Elmi Fitri Nurulafiah Fitri Nurulafiah Harefan Arief Kosasih Kosasih Luqmanul Hakim Muthi Maryati Maryati Mas Ghea Mardian Dwiswara Mayang Manguri Rahayu Nana Trisnawati Novia Nila Sutarman Novita Sari Nurul Islahiyah Rima Wahyudyanti Setyo Riyanto Tresa Hanton Tri Ratna Murti Trisnawati, Nana Widiastuti Alawiah Widiastuti Alawiah Widiastuti Alawiah