Pengaruh E-Service Quality terhadap Loyalitas Nasabah Bank Syariah Mandiri melalui Kepuasan Nasabah
DOI:
https://doi.org/10.24014/af.v24i2.39843Abstract
Perkembangan layanan digital pada industri perbankan syariah menuntut bank untuk tidak hanya menawarkan produk yang sesuai dengan prinsip syariah, tetapi juga menyediakan layanan elektronik yang cepat, aman, andal, dan mampu memenuhi kebutuhan nasabah. Penelitian ini bertujuan untuk menganalisis pengaruh e-service quality terhadap loyalitas nasabah Bank Syariah Mandiri melalui kepuasan nasabah. E-service quality dalam penelitian ini diukur melalui empat dimensi, yaitu efficiency, fulfillment, privacy, dan system availability. Penelitian ini menggunakan pendekatan kuantitatif dengan metode explanatory research. Sampel penelitian berjumlah 100 responden yang merupakan nasabah pengguna layanan digital Bank Syariah Mandiri. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan Structural Equation Modeling berbasis Partial Least Square. Hasil penelitian menunjukkan bahwa efficiency, fulfillment, privacy, dan system availability berpengaruh positif dan signifikan terhadap kepuasan nasabah. Selanjutnya, kepuasan nasabah berpengaruh positif dan signifikan terhadap loyalitas nasabah. Hasil uji mediasi menunjukkan bahwa kepuasan nasabah mampu memediasi pengaruh efficiency, fulfillment, privacy, dan system availability terhadap loyalitas nasabah. Temuan ini menegaskan bahwa kualitas layanan digital yang efisien, terpercaya, aman, dan stabil merupakan faktor penting dalam membangun kepuasan dan loyalitas nasabah pada perbankan syariah.
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