PENGARUH KUALITAS LAYANAN APLIKASI BANK SUMSELBABEL MOBILE TERHADAP POSITIVE WORD OF MOUTH DENGAN KEPUASAN PENGGUNA SEBAGAI VARIABEL INTERVENING

SAGITA, DHIYA NISYA and Wahyudi, Tertiarto and Sari, Rela (2020) PENGARUH KUALITAS LAYANAN APLIKASI BANK SUMSELBABEL MOBILE TERHADAP POSITIVE WORD OF MOUTH DENGAN KEPUASAN PENGGUNA SEBAGAI VARIABEL INTERVENING. Undergraduate thesis, Sriwijaya University.

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Abstract

Pengaruh Kualitas Layanan Aplikasi Bank SumselBabel Mobile terhadap Positive Word of Mouth dengan Kepuasan Pengguna sebagai Variabel Intervening Oleh: Dhiya Nisya Sagita Dr. Tertiarto Wahyudi, S.E., MAFIS., Ak., CPA Dr. Hj. Relasari, S.E., M.Si., Ak., CSRS Penelitian ini bertujuan untuk mengkaji pengaruh kualitas layanan aplikasi BSB Mobile terhadap Positive Word of Mouth yang dimediasi oleh Kepuasan Pengguna.Variabel dependen dalam penelitian ini yaitu Positive Word of Mouth sedangkan kualitas layanan aplikasi Bank SumselBabel Mobile sebagai variabel independen dan kepuasan pengguna sebagai variabel intervening. Metode kuantitatif dengan pendekatan deskriptif merupakan metode yang akan digunakan dalam penelitian ini. Populasi dari penelitian ini adalah nasabah Bank Sumsel Babel yang telah mengunduh aplikasi BSB Mobile melalui play store. Penentuan sampel didasarkan pada teknik Simple Random Sampling yaitu sebesar 274 responden. Teknik pengumpulan data yang digunakan dalam penelitian ini yaitu studi kepustakaan serta kuesioner. Teknik analisis data menggunakan analisis jalur. Hasil penelitian menunjukkan kepuasan pengguna mampu memediasi hubungan antara kualitas layanan aplikasi BSB Mobile terhadap positive Word of Mouth. Kata Kunci : mobile banking, kualitas layanan, kepuasan pengguna, positive word of mouth ABSTRACT The Influence of Service Quality of the Bank Sumselbabel Mobile Application on Positive Word of Mouth with User Satisfaction as Intervening Variable By: Dhiya Nisya Sagita Dr. Tertiarto Wahyudi, S.E., MAFIS., Ak., CPA Dr. Hj. Relasari, S.E., M.Si., Ak., CSRS This study aims to assess the influence of service quality BSB Mobile app on Positive Word of Mouth that is mediated by User Satisfaction. The dependent variable in this research is the Positive Word of Mouth while the Service Quality of Bank SumselBabel Mobile app as the independent variable and user satisfaction as an intervening variable. A quantitative method with a descriptive approach is a method that will be used in this study. The population of this research is the customer of Bank SumselBabel has downloaded the app BSB Mobile through play store. The determination of the sample based on the Simple Random Sampling technique which amounted to 274 respondents. Data collection techniques used in this research are literature study and questionnaires. Data analysis techniques using path analysis. The results showed user satisfaction able to mediate the relationship between service quality of the BSB Mobile app on positive Word of Mouth. Keywords: mobile banking, service quality, user satisfaction, positive Word of Mouth

Item Type: Thesis (Undergraduate)
Uncontrolled Keywords: Mobile Banking, Kualitas Layanan, Kepuasan Pengguna, Positive Word of Mouth
Subjects: H Social Sciences > HG Finance > HG1501-3550 Banking
Divisions: 01-Faculty of Economics > 62201-Accounting (S1)
Depositing User: Users 7587 not found.
Date Deposited: 31 Aug 2020 02:17
Last Modified: 31 Aug 2020 02:17
URI: http://repository.unsri.ac.id/id/eprint/33977

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