Email this article 
PRINT ISSNModel Peningkatan Loyalitas Nasabah Internet Banking Berbasis Persepsi Resiko, Persepsi Privasi dimediasi Kepercayaan dan Kepuasan Nasabah
Abstract
This study aims to examine the factors that influence internet banking customer loyalty in Medan City. The location of this research was carried out at several banks in the city of Medan. The population in this study were all bank customers who use internet banking and the total sample was 175 customers. Researchers used the Structural Equation Modeling assisted by the Lisrel 8.80 program in this research. The results showed that risk perceptions have a negatif and significant effect on customer satisfaction and customer trust. Perception of Privacy has a positive and significant effect on Customer Satisfaction and Customer Trust. Satisfaction has a positive and significant impact on Customer Trust. Perception of risk has a negatif and significant effect on customer loyalty. Perception of Privacy has a positive and insignificant effect on Customer Loyalty. Satisfaction has a positive and significant effect on Customer Loyalty and Trust Has a positive and significant effect on Customer Loyalty. Satisfaction and trust can negatifly mediate the effect of Risk Perception on Customer Loyalty. Satisfaction and trust can positively mediate the effect of Perceptions of Privacy on Customer Loyalty. Trust Satisfaction can positively mediate the effect of satisfaction on Customer Loyalty
Keywords
Full Text:
PDFReferences
Afwa, A., Samsir, S., & Sulistyowati, L. (2014). Analisis Pengaruh Persepsi Teknologi, Persepsi Resiko Terhadap Kepercayaan dan Dampaknya Terhadap Kepuasan Belanja Online Mahasiswa di Pekanbaru. Jurnal Ekonomi, 22(3), 1–15.
Al-Somali, S. A., Gholami, R., & Clegg, B. (2009). An investigation into the acceptance of online banking in Saudi Arabia. Technovation, 29(2), 130–141.
Al-Zu’bi, H. A., & Ahmad, A. M. K. (2011). E-banking Functionality and Outcomes of Customer Satisfaction: An Empirical Investigation. International Journal of Marketing Studies, 3(1), 50–65.
Anderson, R. E., & Srinivasan, S. S. (2003). E-Satisfaction and E-Loyalty: A Contingency Framework. Psychology and Marketing, 20(2), 123–138.
Armesh, H., Salarzehi, H., Yaghoobi, N. M., Heydari, A., & Nikbin, D. (2010). The Effects of Security and Privacy Information on Trust & Trustworthiness and Loyalty in Online Marketing in Malaysia. International Journal of Marketing Studies, 2(2), 223–234.
Azhar, M. E., Jufrizen, J., Prayogi, M. A., & Sari, M. (2018). The Role of Marketing Mix and Service Quality on Tourist Satisfaction and Loyalty at Samosir. Journal of tourism, 26.
Barnes, J. G. (2003). Secrets Of Customer Relationship Management (Rahasia Manajemen Hubungan Pelanggan). Yogyakarta: Andi.
Bashar, A., & Wasiq, M. (2013). E-satisfaction and E-loyalty of Consumers Shopping Online. Global Science Technology, 5(1), 6–19.
Benazić, D., & Tanković, A. Č. (2015). Impact of Perceived Risk and Perceived Cost on Trust in the Online Shopping Websites and Customer Repurchase Intention. 24th CROMAR Congress (pp. 104–122).
Chang, H.-H., & Chen, S. W. (2008). The impact of online store environment cues on purchase intention: trust and perceived risk as a mediator. Online Information Review, 32(6), 818–841.
Cheung, C. M. K., & Lee, M. K. O. (2006). Understanding consumer trust in internet shopping: A multidisciplinary approach. Journal of the American Society for Information Science and Technology, 57(4), 479–492.
Chu, Y., Ma, J., & Vásquez-Párraga, A. Z. (2018). The drivers and antecedents of satisfaction, trust, commitment and loyalty among Chinese customers. International Journal of Business, 23(2), 151–165.
Chung, K., & Shin, J. (2009). The Relationship between Site Characteristics, Relationship Quality, and Word of Mouth. International Journal of Business and Information, 4(2), 137–160.
Cravens, D. W., & Piercy, N. . (2013). Strategic Marketing. New York: McGraw-Hill International Edition.
Cronin, J. J., Brady, M. K., & Hult, G. T. M. (2000). Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments. Journal of Retailing, 76(2), 193–218.
Dai, B., Forsythe, S., & Kwon, W.-S. (2014). The Impact of Online Shopping Experience on Risk Perceptions and Online Purchase Intentions: Does Product Category Matter? Journal of Electronic Commerce Research, 5(1), 13–24.
Djati, S. P., & Ferrinadewi, E. (2004). Pentingnya Karyawan dalam Pembentukan Kepercayaan Konsumen Terhadap Perusahaan Jasa: (Suatu kajian dan Proposisi). Jurnal Manajemen & Kewirausahaan, 6(2), 114–122.
Dowling, G. R., & Staelin, R. (1994). A Model of Perceived Risk and Intended Risk-Handling Activity. Journal of Consumer Research, 21(1), 119–134.
Farizi, H., & Syaefullah. (2014). Pengaruh Persepsi Kegunaan, Persepsi Kemudahan, Persepsi Risiko Dan Kepercayaan Terhadap Minat Menggunakan Internet Banking. Jurnal Ilmiah Mahasiswa FEB Universitas Brawijaya, 2(1), 1–18.
Fatikasari, C. D. (2018). Pengaruh Persepsi Keamanan, Persepsi Privacy, Dan Brand Awareness Terhadap Kepercayaan Konsumen Online Dengan Kepuasan Sebagai Variabel Mediasi. Universitas Negeri Yogyakarta.
Flavián, C., & Guinalíu, M. (2006). Consumer trust, perceived security and privacy policy: Three basic elements of loyalty to a web site. Industrial Management & Data Systems, 106(5), 601–620.
Floh, A., & Treiblmaier, H. (2015). What Keeps the E-Banking Customer Loyal? A Multigroup Analysis of the Moderating Role of Consumer Characteristics on E-Loyalty in the Financial Service Industry. SSRN Electronic Journal, 7(2), 97–110.
Gerson, R. F. (2010). Mengukur Kepuasan Pelanggan: Panduan Menciptakan Pelayanan Bermutu. Jakarta: PPM.
Griffin, J. (2010). Customer Loyalty How To Earn it, How Keep It I. Kentucky: McGraw – Hill.
Gultom, D. K., Arif, M., & Fahmi, M. (2020). Determinasi Kepuasan Pelanggan Terhadap Loyalitas Pelanggan Melalui Kepercayaan. Maneggio : Jurnal Ilmiah Magister Manajemen, 4(2), 171–180.
Hafni, R., Hasibuan, J. S., Muslih, M., & Yusnandar, W. (2020). Model Empiris Online Trust Dan Repeat Purchase Pelanggan Terhadap Situs E-Commerce. Ekuitas: Jurnal Ekonomi dan Keuangan, 4(2), 266–283.
Harris, L. C., & Goode, M. M. H. (2010). Online servicescapes, trust, and purchase intentions. Journal of Services Marketing, 24(3), 230–243.
Heijden, H. van der, Verhagen, T., & Creemers, M. (2003). Understanding online purchase intentions: Contributions from technology and trust perspectives. European Journal of Information Systems, 12(1), 41–48.
Hurriyati, R. (2005). Bauran Pemasaran dan Loyalitas Konsumen. Bandung: Alfabeta.
Jin, B., & Park, J. Y. (2006). The moderating effect of online purchase experience on the evaluation of online store attributes and the subsequent impact on market response outcomes. Advances in Consumer Research, 33, 203–211.
Kassim, N., & Abdullah, N. A. (2010). The effect of perceived service quality dimensions on customer satisfaction, trust, and loyalty in e-commerce settings: A cross cultural analysis. Asia Pacific Journal of Marketing and Logistics, 22(3), 351–371.
Khalaf Ahmad, A. M., & Ali Al-Zu’bi, H. (2011). E-banking Functionality and Outcomes of Customer Satisfaction: An Empirical Investigation. International Journal of Marketing Studies, 3(1), 50–65.
Kim, D. J., Ferrin, D. L., & Rao, H. R. (2008). A trust-based consumer decision-making model in electronic commerce: The role of trust, perceived risk, and their antecedents. Decision Support Systems, 44(2), 544–564.
Kim, J., & Lennon, S. J. (2013). Effects Of Reputation and Website Quality on Online Consumers’ Emotion, Perceived Risk and Purchase Intention. Journal of Research in Interactive Marketing, 7(1), 33–56.
Kotler, P. (2009). Manajemen Pemasaran. Jakarta: Erlangga.
Kotler, P., & Amstrong, G. (2012). Principles of Marketing. New Jersey: Pearson Prentice Hall.
Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). New Jersey: Pearson Education.
Kovacs, M., Farias, S. A. de, Moura, F. T., & Souza, A. G. de. (2011). Relations between consumer effort, risk reduction strategies, and satisfaction with the e-commerce buying process: the development of a conceptual framework. International Journal of Management, 28(1), 316–395.
Lam, S. Y., Shankar, V., Erramilli, M. K., & Murthy, B. (2004). Customer value, satisfaction, loyalty, and switching costs: An illustration from a business-to-business service context. Journal of the Academy of Marketing Science, 32(3), 293–311.
Lee, K., & Joshi, K. (2007). An Empirical Investigation Of Customer Satisfaction With Technology Mediated Service Encounters In The Context Of Online Shopping. Journal of Information Technology Management, 18(2), 18–37.
Lewis, W., Agarwal, R., & Sambamurthy, V. (2003). Sources of Influence on Beliefs about Information Technology Use: An Empirical Study of Knowledge Workers. MIS Quarterly, 27(4), 657–678.
Li, F., Zhou, N., Kashyap, R., & Yang, Z. (2008). Brand trust as a second-order factor An alternative measurement model. International Journal of Market Research, 50(6), 1–23.
Ling, K. C., Daud, D. bin, Piew, T. H., Keoy, K. H., & Hassan, P. (2011). Perceived Risk, Perceived Technology, Online Trust for the Online Purchase Intention in Malaysia. International Journal of Business and Management, 6(6), 167–182.
Lobb, A. E., Mazzocchi, M., & Traill, W. B. (2007). Modelling risk perception and trust in food safety information within the theory of planned behaviour. Food Quality and Preference, 18(2), 384–395.
Loureiro, S. M. C., & González, F. J. M. (2008). The Importance of Quality, Satisfaction, Trust, and Image in Relation to Rural Tourist Loyalty. Journal of Travel & Tourism Marketing, 25(2), 117–136.
Lovelock, C. H., & Wright, L. K. (2007). Manajemen Pemasaran Jasa. Jakarta: PT Indeks.
Ltifi, M., & Gharbi, J. E. (2012). E-satisfaction and e-loyalty of consumers shopping online. Journal of Internet Banking and Commerce, 17(1), 1–20.
Malik, S., Mahmood, S., & Rizwan, M. (2014). Examining Customer Switching Behavior in Cellular Industry. Journal of Public Administration and Governance, 4(2), 114–128.
McOmish, M. A., & Quester, P. (2005). erceived risk and servicescape: The importance of managing the physical evidence in services marketing. SERVSIG Research Conference 2005 (p. 55).
Moorman, C., Deshpande, R., & Zaltman, G. (1993). Factors Affecting Trust in Market Research Relationships. Journal of Marketing, 57(1), 81–101.
Morgan, R. M., & Hunt, S. D. (1994). The commitment-trust theory of relationship marketing. Journal of Marketing, 58(3), 20–38.
Motameni, A. ., Moradi, H., & Hemati, A. (2010). Effect of brand personality on customer loyalty. Business Administration Perspective, 37, 99–106.
Mulyono, R. (2012). Pengaruh Perceived Risk, Kepuasan Konsumen Terhadap Intention to Revisit dan Purchase Intent Pada Konsumen Kaskus Website di Surabaya. Kajian Ilmiah Mahasiswa Manajemen, 1(1), 6–11.
Nasution, M. I., Fahmi, M., Jufrizen, J., Muslih, M., & Prayogi, M. A. (2020). The Quality of Small and Medium Enterprises Performance Using the Structural Equation Model-Part Least Square (SEM-PLS). Journal of Physics: Conference Series, 1477(2020), 1–7.
Nawangsari, S., & Widiastuti, R. (2018). Analisis Pengaruh Kualitas Layanan, Kepercayaan dan Layanan Mobile Banking Terhadap Kepuasan Nasabah Bank (Studi Kasus Pada PT Bank DKI – Depok). SEBATIK, 22(2), 51–55.
Nazar, R., & Syahran. (2008). Pegaruh privasi, Keamanan, Kepercayaan dan Pengalaman terhadap Niat untuk bertransaksi secara online. Simposium Nasional Akuntansi XI.
Norhermaya, Y. A., & Soesanto, H. (2016). Analisis Pengaruh Kepuasan Pelanggan Terhadap Kepercayaan dan Loyalitas Pelanggan Untuk Meningkatkan Minat Beli Ulang (Studi pada Online Store Lazada.co.id). Diponegoro Journal of Management, 5(3), 1–13.
O’Cass, A., & Fenech, T. (2003). Web retailing adoption: Exploring the nature of internet users web retailing behavior. Journal of Retailing and Consumer Services, 10(2), 81–94.
Oliver, R. L. (2010). Satisfaction: A Behavioral Perpective on The Customer. New York: McGraw-Hill.
Pavlou, P. A. (2003). Consumer Acceptance of Electronic Commerce: Integrating Trust and Risk with the Technology Acceptance Mode. International Journal of Electronic Commerce, 7(3), 101–134.
Pavlou, P., & Gefen, D. (2004). Building Effective Online Marketplaces with Institution-Based Trust. ICIS 2002 Proceedings., 15(1), 37–59.
Pikkarainen, T., Pikkarainen, K., Karjaluoto, H., & Pahnila, S. (2004). Consumer acceptance of online banking: An extension of the technology acceptance model. Internet Research, 14(3), 224–235.
Purbasari, W. (2017). Model Kepercayaan Konsumen pada Situs E-Commerce. Teknikom, 1(1), 39–44.
Putra, I. M. E. W., Dantes, G. R., & Candiasa, I. M. (2017). Model Pengukuran Tingkat Kepercayaan Pelanggan (Online Trust) Terhadap Situs E-Commerce (Studi Kasus Pada Pelanggan E-Commerce di Provinsi Bali). Journal of Natural Science and Engineering, 1(3), 100–109.
Quan, S. (2010). The Relationships Among E-Service Quality, System Quality, Information Quality and Customer Loyalty : An Empirical Study of Internet Banking in China. Global Journal of Management and Business Research, 10(7), 27–34.
Radiman, R, Gunawan, A., Wahyuni, S. F., & Jufrizen, J. (2018). The Effect of Marketing Mix, Service Quality, Islamic Values and Institutional Image on Students’ Satisfaction and Loyalty. Expert Journal of Marketing, 6(2), 95–105.
Radiman, Radiman, Wahyuni, S. F., Jufrizen, J., Muslih, M., Gultom, D. K., & Farisi, S. (2018). Effect Of Marketing Mix, Service Quality, And University Image On Student Loyalty. Proceedings of the 1st International Conference on Economics, Management, Accounting and Business, ICEMAB 2018.
Rahardjo, B. (2006). Aspek Teknologi dan Keamanan dalam Internet Banking. Jakarta: Erlangga.
Richards, N. M., & Hartzog, W. (2016). Taking Trust Seriously in Privacy Law. Stanford Technology Law Review, 19(3), 431–472.
Roca, J. C., García, J. J., & de la Vega, J. J. (2009). The importance of perceived trust, security and privacy in online trading systems. Information Management and Computer Security, 17(2), 96–113.
Royani, F., Kusyanti, A., & Aryadita, H. (2018). Analisis Keterkaitan Tingkat Kepercayaan Pengguna Dalam Melakukan Transaksi Online (E-Commerce) Pada Instagram. Jurnal Pengembangan Teknologi Informasi dan Ilmu Komputer, 2(9), 2735–2741.
Samadi, M., & Yaghoob-Nejadi, A. (2009). A Survey of the Effect of Consumers’ Perceived Risk on Purchase Intention in E-Shopping. Business Intelligence Journal, 2(2), 261–275.
Schiffman, L. G., & Wisenblit, J. L. (2015). Consumer Behavior (11th ed.). Harlow, United Kingdom: Pearson Education Limited.
Schoorman, F. D., Mayer, R. C., & Davis, J. H. (2007). An Integrative Model of Organizational Trust: Past, Present, and Future. Academy of Management Review, 32(2), 344–354.
Siagian, H., & Cahyono, E. (2014). Analisis Website Quality, Trust dan Loyalty Pelanggan Online Shop. Jurnal Manajemen Pemasaran, 8(2), 55–61.
Sumarwan, U. (2012). Riset Pemasaran dan Konsumen. Bogor: IPB Press.
Supranto, J. (2011). Pengukuran Tingkat Kepuasan Pelanggan Untuk Menaikkan Pangsa Pasar (4th ed.). Jakarta: PT Rineka Cipta.
Tjiptono, F. (2012). Service Management Mewujdukan Pelayanan Prima. Yogyakarta: PT Andi Offset.
Tumbel, A. (2016). Pengaruh Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah pada PT Bank BTPN Mitra Usaha Rakyat Cabang Amurang Kabupaten Minahasa Selatan. Jurnal LPPM Bidang EkoSosBudKum, 3(1), 64–79.
Wanda, D. Y. C., Kusumawati, A., & Sanawiri, B. (2018). The Influence of Perceived Risk Toward Trust and Its Impact on Purchase Intention (Study on Go-Ride Consumer in Malang City). Jurnal Administrasi Bisnis, 64(1), 145–152.
Widyarini, L. A., Putro, A. Y. W., & Toni. (2008). Analisis Hubungan Faktor- Faktor Technology Acceptance, Trust dan Risk Pada Niat Nasabah Bank Untuk Menggunakan Internet Banking. The 2nd National Conference UKWMS.
Yamit, Z. (2013). Manajemen Kualitas Produk & Jasa. Yogyakarta: Ekonisia.
Yaqin, A., & Ilfitriah, A. M. (2014). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Bank Pengguna E-Banking Di Surabaya. Journal of Business and Banking, 4(2), 245–260.
Yousafzai, S. Y., Pallister, J. G., & Foxall, G. R. (2003). A proposed model of e-trust for electronic banking. Technovation, 23(11), 847–860.
Zheng, L., Favier, M., Huang, P., & Coat, F. (2012). Chinese consumer perceived risk and risk relievers in e-shopping for clothing. Journal of Electronic Commerce Research, 13(3), 255–274.
DOI: https://doi.org/10.26905/jbm.v8i1.5042
Refbacks
- There are currently no refbacks.
Jurnal Bisnis dan Manajemen |
- Address: Terusan Dieng Street 62-64 Malang, Indonesia
- Website: http://jurnal.unmer.ac.id/index.php/jbm
- Email: jbm.unmermlg@unmer.ac.id
- Phone: +62 813-9393-3938
