ABSTRAK
REGINA AGUSTIARY PUTRI. NIM 2020116004. Pengaruh Perceived
Usefulness dan Ease of Use Perception Mobile Banking Digibank Terhadap
Kepuasan Nasabah. Dibawah bimbingan Bapak H. Peris Hamdanur, SE, MM.
Pada era digital saat ini, telah banyak ditawarkan layanan perbankan digital oleh
industri perbankan di Indonesia. perbankan digital adalah layanan perbankan
elektronik yang dikembangkan dengan mengoptimalkan pemanfaatan data nasabah
dalam rangka melayani nasabah secara lebih cepat, mudah, dan sesuai dengan
kebutuhan (customer experience), serta dapat dilakukan secara mandiri sepenuhnya
oleh nasabah, dengan memperhatikan aspek pengamanan. Pada masa sekarang ini
hampir semua bank di Indonesia berlomba-lomba membuat produk perbankan
digital yang dilengkapi dengan fitur mobile banking. Mobile banking adalah
tindakan melakukan transaksi keuangan online dengan bantuan perangkat
telekomunikasi mobile seperti ponsel atau tablet. Penelitian ini bertujuan untuk
menganalisis pengaruh perceived usefulness dan ease of use perception mobile
banking Digibank, mengetahui tingkat kepuasan nasabah terhadap kemanfaatan dan
kemudahan mobile banking Digibank dan mengetahui seberapa besar perceived
usefulness dan ease of use perception mobile banking Digibank terhadap kepuasan
nasabah.
Penelitian ini menggunakan metode deskriptif kuantitatif. Adapun populasi dalam
penelitian ini berjumlah 811.000 dengan sampel 100 responden. Metode
pengumpulan data menggunakan kuesioner yang diisi oleh responden. Analisis
dalam penelitian ini menggunakan analisis regresi linear berganda, uji hipotesis
yang terdiri dari uji F dan uji T. Berdasarkan penelitian, uji F pada penelitian ini
adalah nilai signifikan 0.000 < 0.05, yang artinya signifikan lebih kecil
dibandingkan 0.05. Kemudian pada uji T menunjukkan nilai signifikansi (Sig.)
0.007 < 0.05, yang artinya lebih kecil dibandingkan 0.05.
Hasil Analisis menunjukan bahwa terdapat pengaruh yang signifikan antara
perceived usefulness dan ease of use perception terhadap Kepuasan Nasabah.
Berdasarkan hasil penelitian, meski adanya korelasi yang positif antara perceived
usefulness dan ease of use perception terhadap kepuasan nasabah, namun faktor
perceived usefulness lebih mempengaruhi kepuasan nasabah dibanding faktor ease
of use perception. Untuk itu Digibank harus menyederhanakan pengoperasian fitur-
fitur dan mensosialisasikan cara penggunaan mobile banking Digibank melalui
iklan atau event-event agar nasabah mengetahui kemudahan penggunaan mobile
banking Digibank. Sehingga faktor kemudahan dapat meningkatkan kepuasan
nasabah dan menciptakan nasabah baru.
Kata kunci: perbankan digital, mobile banking, kepuasan nasabah,
kemudahan, kemanfaatan.
ABSTRACT
REGINA AGUSTIARY PUTRI. NIM 2020116004. The Influence of Perceived
Usefulness and Ease of Use Perception of Digibank Mobile Banking on Customer
Satisfaction. Under the guidance of Mr. H. Peris Hamdanur, SE, MM.
In the current digital era, the banking industry in Indonesia has offered many
digital banking services. Digital banking is an electronic banking service developed
by optimizing the use of customer data in order to serve customers more quickly,
easily and according to customer needs (customer experience), and can be carried
out completely independently by customers, taking into account security aspects.
Nowadays, almost all banks in Indonesia are competing to create digital banking
products equipped with mobile banking features. Mobile banking is the act of
carrying out online financial transactions with the help of mobile
telecommunications devices such as cell phones or tablets. This research aims to
analyze the influence of perceived usefulness and ease of use perception of
Digibank mobile banking, determine the level of customer satisfaction with the
usefulness and convenience of Digibank mobile banking and find out how much
perceived usefulness and ease of use perception Digibank mobile banking has on
customer satisfaction.
This research uses quantitative descriptive methods. The population in this study
was 811,000 with a sample of 100 respondents. The data collection method uses a
questionnaire filled out by respondents. The analysis in this research uses multiple
linear regression analysis, hypothesis testing consisting of the F test and T test.
Based on research, the F test in this research is a significant value of 0.000 < 0.05,
which means it is significantly smaller than 0.05. Then the T test shows a
significance value (Sig.) 0.007 < 0.05, which means it is smaller than 0.05.
The analysis results show that there is a significant influence between perceived
usefulness and ease of use perception on customer satisfaction.
Based on the research results, although there is a positive correlation between
perceived usefulness and ease of use perception on customer satisfaction, the
perceived usefulness factor influences customer satisfaction more than the ease of
use perception factor. For this reason, Digibank must simplify the operation of
features and socialize how to use Digibank mobile banking through advertisements
or events so that customers know the ease of using Digibank mobile banking. So
that the convenience factor can increase customer satisfaction and create new
customers.
Keywords: digital banking, mobile banking, customer satisfaction, ease of use,
usefulness.
