Analysis of the use of information technology and digital banking on e-satisfaction with e-trust as a moderating variable
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Jun 23, 2023
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Abstract
The purpose of this research is to find out how the use of information technology and digital banking affects e-satisfaction through e-trust at PT. Bank Central Asia in Cikarang. This type of research is quantitative. Data analysis used was descriptive and inferential statistical analysis with the help of SmartPLS version 3 software. Data collection was carried out through questionnaires to 170 respondents from PT. Bank Central Asia, Tbk (BCA) in Cikarang, Bekasi Regency. Based on all the tests that have been carried out, it shows that information technology has a weak effect of 0.128 or (12.8%) and is not significant on electronic satisfaction with P-Value (0.135 > 0.05), digital banking has a weak effect of 0.267 or (26.7%) but is significant on electronic satisfaction (Y) with P-Value (0.029 < 0.05), information technology moderated by electronic trust produces a negative value of (-0.149%) or (-14.9%) and is not significant with the P-Value (0.183 > 0.05 ) on electronic satisfaction and it can be explained that electronic trust does not moderate the influence relationship between information technology on electronic satisfaction (Y) P-Value (0.183 > 0.05). The last result is that digital banking is moderated by electronic trust that has an effect (0.132%) or 13.2% on electronic satisfaction and also cannot moderate the influence relationship between digital banking on electronic satisfaction with a P-Value (0.229 > 0.05), but electronic trust (Z ) care moderately (52.9%) partially to electronic satisfaction.
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How to Cite
Arfi Tsani Hasnan Rifqi, & Agustini Tanjung. (2023). Analysis of the use of information technology and digital banking on e-satisfaction with e-trust as a moderating variable . Enrichment : Journal of Management, 13(2), 1013-1023. https://doi.org/10.35335/enrichment.v13i2.1457
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Nawangasari, S., Nadea, D., & Putri, D. (2020). PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP KEPUASAN NASABAH PENGGUNA BNI MOBILE BANKING MELALUI CITRA BANK SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA NASABAH PENGGUNA BNI MOBILE BANKING DI KOTA DEPOK). Jurnal Ilmiah MATRIK, 22(1).
Pramuditha, R., Hudayah, S., & Indriastuti, H. (2021). Pengaruh Service Quality, E-Trust Terhadap E-Satisfaction Dan E-Loyalty Konsumen (Studi pada Konsumen Marketplace Shopee di Kalimantan Timur). Jurnal Sketsa Bisnis, 08(02), 123–134. https://jurnal.yudharta.ac.id/v2/index.php/SKETSABISNIS/indexhttps://jurnal.yudharta.ac.id/v2/index.php/SKETSABISNIS
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Sicillia, M., & Yazid, A. (n.d.). Analisis Dampak Digital Banking Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Sebuah Bank Swasta. http://www.openjournal.unpam.ac.id/index.php/JPK
Susilawaty, L., & Nicola, N. (2020). Pengaruh layanan perbankan digital pada kepuasan nasabah perbankan. Jurnal Manajemen Maranatha, 19(2), 179–190. https://doi.org/10.28932/jmm.v19i2.2478
Alhammad, F. (2020). Innovation management evaluation and its impact in achieving customer satisfaction: a comparative study between commercial banks in the State of Kuwait and the Kingdom of Bahrain. International Journal of Social Science and Technology, 5(2), 15–30. www.ijsstr.com
Anysiadou, M. (2021). Behavioral Analysis of Digital Banking Acceptance and Customer Satisfaction, in Greece. International Finance and Banking, 8(2), 13. https://doi.org/10.5296/ifb.v8i2.18769
Azhar, F., Ibrahim, A., & Riza, A. (2022). PENGARUH TEKNOLOGI INFORMASI DAN KUALITAS LAYANAN TERHADAP KEPUASANNASABAH BANKSYARIAH BANDA ACEH. JIMEBIS –Scientific Journal of Students Islamic Economics and Business , 3(1), 7–15.
Berliana, C., & Negeri Surabaya, U. (2022). Effect Of E-Service Quality, E-Trust, And Commitment On E-Loyalty With E-Satisfaction As A Mediation Variable Pengaruh E-Service Quality, E-Trust, Dan Commitment Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Mediasi. In Management Studies and Entrepreneurship Journal (Vol. 3, Issue 4). http://journal.yrpipku.com/index.php/msej
Busriadi. (2020). Pengaruh Tekonlogi Informasi Terhadap Kepuasan Nasabah Pada Pegadaian Syariah. ISTIKHLAF, 2(2), 19-38. doi:DOI : doi.org/10.51311/istikhlaf.v2i2.210
Fahmi, I., Utami, S., & Kesuma, T. M. (2021). THE EFFECT OF PRODUCT QUALITY AND CUSTOMER TRUST ON CUSTOMER SATISFACTION AND ITS IMPLICATIONS ON CUSTOMER LOYALTY PT. BANK ACEH SYARIAH, JANTHO BRANCH, ACEH BESAR DISTRICT. International Journal of Business Management and Economic Review, 04(01), 10–16. https://doi.org/10.35409/ijbmer.2021.3225
Fauzan Saputra, M., & Antonio, F. (n.d.). THE INFLUENCE OF E-SERVICE QUALITY AND TRUST ON CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY (AN EMPIRICAL STUDY ON ONLINE SYARIAH BANKING IN INDONESIA).
Fitriana, I., Sugiono, A., Adistya, D., & Kunci, K. (n.d.). PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP E-SATISFACTION (Survei pada Mahasiswa Pengguna OVO di FISIP Universitas Lampung) THE EFFECT OF E-SERVICE QUALITY AND E-TRUST ON E-SATISFACTION (Survey on OVO Users Students in FISIP University of Lampung). In Jurnal Kompetitif Bisnis (Vol. 1).
Hasbullah, Karona , C. S., & Suswati, N. (2021). Pengaruh Kualitas Pelayanan dan Kepercayaan Nasabah terhadap Kepuasan Nasabah di Bank Bengkulu Cabang Bintuhan. Jurnal Fokus Manajemen, 64-70. doi:https://doi.org/10.37676/jfm.v1i2.1882
Ibrahim Hadid, K., Kim Soon, N., & Abusalah Elmabrok Amreeghah, A. (2020). The Effect of Digital Banking Service Quality on Customer Satisfaction: A Case Study on the Malaysian Banks. In Asian Journal of Applied Science and Technology (Vol. 4, Issue 1). AJAST. www.ajast.net
Jannah, I. F. (2020). PENGARUH KUALITAS DIGITAL BANKING TERHADAP KEPUASAN NASABAH PADA BNI SYARIAH CABANG BANDA ACEH. JIHBIZ: Global Journal of Islamic Banking and Finance, 2(1), 1–17.
Kajian, J., Manajemen, I., Mubarok, A., & Kurriwati, N. (n.d.). Pengaruh E-Service Quality dan E-Trust terhadap E-Satisfaction Pada Nasabah Pengguna Aplikasi Mobile Banking Bank Tabungan Negara Bangkalan. http://journal.trunojoyo.ac.id/jkim
Karnawati, T., & Turmalasari, D. (2022, September 13). The Influence of Service Quality, Brand Image and Trust on Customer Satisfaction : A Study on Internet Banking Users in the City of Malang. https://doi.org/10.4108/eai.10-8-2022.2320887
Kessi, A. M. (2019). MOTIVASI, KOMPETENSI, DAN PENGUASAAN TEKNOLOGI INFORMASI PADA KEPUASAN KERJA DAN KINERJA DOSEN. ISBN : 9786237033868, 6237033866, (56). Indonesia: Jakad Media Publishing.
Khumaini, S., Fahrudin, F., & Samsuri, S. (2022). Pengaruh Fasilitas Layanan Internet Banking Dan Mobile Banking Terhadap Kepuasan Nasabah Bank Syariah Indonesia Kantor Cabang Tangerang. Al Maal: Journal of Islamic Economics and Banking, 3(2), 143. https://doi.org/10.31000/almaal.v3i2.5403
Mamun, S., & Ningsih, T. H. (2021). Implementasi Strategi Layanan Teknologi Digital Banking dan Service Quality dalam Perspektif Nasabah pada Perbankan Syariah (Study kasus pada Bank Syariah Mandiri KCP Tomang). Jurnal Ekonomi Syariah Pelita Bangsa, 6(02), 223–233. https://doi.org/10.37366/jespb.v6i02.249
Marlina, A., & Fanny, H. (2018). PERAN DIGITAL BANKING DALAM MENINGKATKAN KEPUASAN NASABAH KREDIT (STUDI KASUS PT.BANK TABUNGAN NEGARA SYARIAH). Jurnal Keuangan dan Perbankan, 37-44. Diambil kembali dari http://ejournal.uika-bogor.ac.id/index.php/MONETER/index
Maulana, R., & Sukartaatmadja, I. (2022). Pengaruh Teknologi Informasi Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah. Jurnal Informatika Kesatuan, 2(1). https://doi.org/10.37641/jikes.v2i1.1373
Moghaddasi, N., & Mojtaba, H. (2019). The impact of modern information technology on customer satisfaction considering the mediating role of organisational health. Int. J. Services and Operations Management, 34(3), 279-305. doi:https://doi.org/10.1504/IJSOM.2019.103566
Nawangasari, S., Nadea, D., & Putri, D. (2020). PENGARUH E-SERVICE QUALITY DAN E-TRUST TERHADAP KEPUASAN NASABAH PENGGUNA BNI MOBILE BANKING MELALUI CITRA BANK SEBAGAI VARIABEL INTERVENING (STUDI KASUS PADA NASABAH PENGGUNA BNI MOBILE BANKING DI KOTA DEPOK). Jurnal Ilmiah MATRIK, 22(1).
Pramuditha, R., Hudayah, S., & Indriastuti, H. (2021). Pengaruh Service Quality, E-Trust Terhadap E-Satisfaction Dan E-Loyalty Konsumen (Studi pada Konsumen Marketplace Shopee di Kalimantan Timur). Jurnal Sketsa Bisnis, 08(02), 123–134. https://jurnal.yudharta.ac.id/v2/index.php/SKETSABISNIS/indexhttps://jurnal.yudharta.ac.id/v2/index.php/SKETSABISNIS
Purba, R. A., Andriasan , S., & Hery , P. (2020). Aplikasi Teknologi Informasi: Teori dan Implementasi. (J. Simarmata, Penyunt.). ISBN : 9786236512968, 6236512965, (188).Yayasan Kita Menulis.
Sicillia, M., & Yazid, A. (n.d.). Analisis Dampak Digital Banking Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Sebuah Bank Swasta. http://www.openjournal.unpam.ac.id/index.php/JPK
Susilawaty, L., & Nicola, N. (2020). Pengaruh layanan perbankan digital pada kepuasan nasabah perbankan. Jurnal Manajemen Maranatha, 19(2), 179–190. https://doi.org/10.28932/jmm.v19i2.2478