PENGARUH KUALITAS LAYANAN MOBILE BANKING TERHADAP LOYALITAS NASABAH DI BANK BNI KANTOR KAS BAURENO KABUPATEN BOJONEGORO

Authors

  • Bela Eka Juliana Sekolah Tinggi Ilmu Ekonomi Cendekia Bojonegoro
  • Suprapto Suprapto Sekolah Tinggi Ilmu Ekonomi Cendekia Bojonegoro
  • Susilowati Rahayu Sekolah Tinggi Ilmu Ekonomi Cendekia Bojonegoro

Keywords:

mobile banking quality, customer’s loyality

Abstract

The use of the mobile banking facilities provided by the branch office is not very attractive for them to use. So far, the transactions they often do are debit and credit. It is very rare for them to make transactions such as inter-bank transfers through mobile banking applications. In addition, not all areas in Baureno District have the same good internet network quality. The purpose of this study was to determine the effect of the quality of mobile banking services significantly on customer loyalty at Bank BNI Baureno Cash Office, Bojonegoro Regency. This research is a quantitative research with associative technique. The population of this research is BNI customers in the Baureno District area who have mobile banking accounts totaling 1200 people where the number is reduced through the Slovin formula to 92 respondents. The data analysis technique used in this study is a simple linear regression analysis technique. The results of this study are the quality of mobile banking services has a significant effect on customer loyalty at Bank BNI, Baureno Cash Office, Bojonegoro Regency.

Author Biography

Susilowati Rahayu, Sekolah Tinggi Ilmu Ekonomi Cendekia Bojonegoro

The use of the mobile banking facilities provided by the branch office is not very attractive for them to use. So far, the transactions they often do are debit and credit. It is very rare for them to make transactions such as inter-bank transfers through mobile banking applications. In addition, not all areas in Baureno District have the same good internet network quality. The purpose of this study was to determine the effect of the quality of mobile banking services significantly on customer loyalty at Bank BNI Baureno Cash Office, Bojonegoro Regency. This research is a quantitative research with associative technique. The population of this research is BNI customers in the Baureno District area who have mobile banking accounts totaling 1200 people where the number is reduced through the Slovin formula to 92 respondents. The data analysis technique used in this study is a simple linear regression analysis technique. The results of this study are the quality of mobile banking services has a significant effect on customer loyalty at Bank BNI, Baureno Cash Office, Bojonegoro Regency.

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Published

2022-08-29

How to Cite

Eka Juliana, . B. ., Suprapto, S., & Rahayu, S. (2022). PENGARUH KUALITAS LAYANAN MOBILE BANKING TERHADAP LOYALITAS NASABAH DI BANK BNI KANTOR KAS BAURENO KABUPATEN BOJONEGORO. JEMB - Jurnal Ekonomi, Manajemen, Dan Bisnis, 1(2), 100–113. Retrieved from https://jurnalilmiah.stiekia.ac.id/index.php/JEMB/article/view/34

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Vol. 1 No. 2 (2022): JEMB - Jurnal Ekonomi, Manajemen, dan Bisnis (Juli-Desember 2022)

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Jurnal JEMB

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