PENGARUH E-SERVICE QUALITY, CUSTOMER TRUST, DAN BRAND IMAGE TERHADAP LOYALITAS PENGGUNA MOBILE APPLICATION PROFITS ANYWHERE (Studi Pada Nasabah PT Phintraco Sekuritas Surabaya)
Keywords:
Brand Image, Customer Trust, E-Service Quality, Loyalty.Abstract
The digital era has formed a significant transformation in the company in providing the best service for its customers. Activities ranging from daily life, education, business and transactions today cannot be separated from digitalization technology. PT Phintraco Sekuritas is a securities company and a member of the Indonesia Stock Exchange and was officially established on July 1, 1999. PT Phintraco Sekuritas has a mobile application Profits Anywhere that is offered to its customers in stock transactions in the capital market with various attractive features. Therefore, it is important for PT Phintraco Sekuritas to maintain and improve e-service quliality, customer trust, and brand image to attract more customers and keep customers using the company's services continuously. The purpose of this study is to determine the effect of e-service quality, customer trust, and brand image on the loyalty of users of the Profits Anywhere mobile application to customers at PT Phintraco Sekuritas Surabaya. This study uses multiple linear regression analysis, which is assisted by data analysis software, namely IBM SPSS version 25. The sampling technique used is Non-probability Sampling with a Purposive Sampling approach. The sample used in the study was 268 respondents with certain criteria. The results of the study show that partially e-service quality has a significant influence on loyalty, customer trust partially has a significant influence on loyalty, brand image partially has a significant influence on loyalty, Then e-service quality, customer trust, and brand image simultaneously have a significant influence on the loyalty of users of the Profits Anywhere mobile application
References
Abidin, Z. (2018). Pengaruh Brand Image Dan Trust Terhadap Loyalitas Pelanggan. Jurnal Sains Manajemen Dan Bisnis Indonesia, 8(2), 228–243. https://doi.org/10.32528/jsmbi.v8i2.1791
Akbar, M. M., & Parvez, N. (2009). Impact Of Service Quality, Trust, And Customer Satisfaction On Customer Loyalty. ABAC Journal, 29(1), 24–38.
Akhmadi, M. D. D., & Martini, E. (2020). Pengaruh E-Service Quality Terhadap Kepuasan Dan Loyalitas Pelanggan Aplikasi Ovo. Jurnal Mitra Manajemen, 4(5), 708–720. https://doi.org/10.52160/ejmm.v4i5.385
Anggraini, R. (2020). Analisis Pengaruh Kualitas Produk Dan Citra Merek Pada Loyalitas Konsumen Yang Menggunakan Aplikasi Dana Di Bakmi Gm Bintaro X-Change. Jurnal Semarak, 3(3), 50–65.
Fakhrudin, A. (2020). Pengaruh Kepuasan dan Kepercayaan terhadap Loyalitas Penumpang Maskapai Garuda Indonesia di Bandar Udara Adi Soemarmo. Jurnal Maksipreneur: Manajemen, Koperasi, Dan Entrepreneurship, 10(1), 102. https://doi.org/10.30588/jmp.v10i1.677
Gabrielle, N., & Harjati, L. (2018). Pengaruh Citra Merek Dan Kualitas Layanan Terhadap Loyalitas Pelanggan Maskapai Garuda Indonesia. Jurnal Manajemen, 8(1), 58. http://jurnal.kwikkiangie.ac.id/index.php/JM/article/view/590
Ghozali, I. (2018). Aplikasi Analisis Multivariative Dengan Program Ibm Spss 25. Semarang: Universitas Diponegoro.
Handriano, R., & Mohdari. (2020). Pengaruh E-Service Quality Dan Perceived Value Terhadap Loyalitas Pelanggan Marketplace (Studi Kasus Pelanggan Tokopedia). C, 13(1). https://www.journal.stienas-ypb.ac.id/index.php/jdeb/article/view/249
Hasan, A. (2009). Marketing. Jakarta: Penerbit Medpress.
Keller, K. L. (2003). Strategic brand Management: Building, Measuring and Managing Brand Equity (4ed). Harlow: Pearson Education.
Keller, K. L. (2013). Strategic brand management fourth edition. England: Pearson Education,Inc.
Kevin, Wdayatmoko, & Pribadi, M. A. (2019). Pengaruh Fungsi Iklan Dan Citra Merek Terhadap Loyalitas Pelanggan Gojek. Prologia, 3(1), 169. https://doi.org/10.24912/pr.v3i1.6235
Kusnandar, V. B. (2021, October 14). Pengguna Internet Indonesia Peringkat ke-3 Terbanyak di Asia | Databoks. https://databoks.katadata.co.id/datapublish/2021/10/14/pengguna-internet-indonesia-peringkat-ke-3-terbanyak-di-asia
Lee, G.-G., & Lin, H.-F. (2005). Customer perceptions of e‐service quality in online shopping. International Journal of Retail & Distribution Management, 33(2), 161–176. https://doi.org/10.1108/09590550510581485
Maharani, A. dhiah. (2010). Analisis Pengaruh Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah tabungan Bank Mega semarang. In Universitas Diponegoro.
Marliyah, Ridwan, M., & Sari, A. K. (2021). The Effect of E-Service Quality on Satisfaction and Its Impact on Customer Loyalty. Budapest International Research and Critics Institute-Journal (BIRCI-Journal), 4(2), 2717–2729.
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An Integrative Model of Organizational Trust. The Academy of Management Review, 20(3), 709–734. https://doi.org/10.2307/258792
Miati, I. (2020). Pengaruh Citra Merek (Brand Image) Terhadap Keputusan Pembelian Kerudung Deenay (Studi pada Konsumen Gea Fashion Banjar). Abiwara : Jurnal Vokasi Administrasi Bisnis, 1(2), 71–83. https://doi.org/10.31334/abiwara.v1i2.795
Nisza, S. R. (2020). Pengaruh Komitmen dan Kepercayaan Terhadap Loyalitas Pelanggan Pada Aplikasi Halodoc di Rumah Sakit Islam Ibnu Sina Padang. Jurnal Pundi, 04(03), 417–430. https://doi.org/10.31575/jp.v4i3.329
Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). E-S-QUAL a multiple-item scale for assessing electronic service quality. Journal of Service Research, 7(3), 213–233. https://doi.org/10.1177/1094670504271156
Philip, K., & Keller, K. L. (2009). Manajemen Pemasaran (13th ed.). Jakarta: Erlangga.
PT Bursa Efek Indonesia. (n.d.). Retrieved July 1, 2022, from https://www.idx.co.id/anggota-bursa-dan-partisipan/profil-anggota-bursa/
Ramadhan, M. A. F. (2019). Pengaruh Citra Merek, Kepercayaan, Dan Komitmen Terhadap Loyalitas Pelanggan Aplikasi Transportasi Online Gojek Di Kota Malang. Jurnal Ilmu Manajemen (JIMMU), 4(2), 153. https://doi.org/10.33474/manajemen.v4i2.3733
Rangkuti, F. (2004). The Power Of Brands: Teknik Mengelola Brand Equity dan Strategi Pengembangan Merek + Analisis Kasus dengan SPSS. Jakarta: PT Gramedia Pustaka Utama.
Sugiyono. (2020). Metode Penelitian Kuantitatif, Kualitatif, dan R&D (Sutopo (Ed.); 2nd ed.). Alfabeta.
Sunarto. (2006). Pengantar Manajemen. Bandung: Alfabeta.
Suryani, N. K., & Lestari, N. P. N. E. (2020). Pengaruh Website Quality,Trust, Dan E-Service Quality Terhadap Loyalitas Konsumen Pada E-Commerce Pengguna Situs shopee.co.id. TIERS Information Technology Journal, 1(2), 34–43. https://journal.undiknas.ac.id/index.php/tiers
Tjiptono, F. (2000). Manajemen Jasa (2nd ed.). Yogyakarta: Andy.
Winahyuningsih, P. (2010). Pengaruh Kepercayaan Dan Kualitas Pelayanan Terhadap Kepuasan Konsumen Pada Hotel Griptha Kudus. Issn : 1979-6889, 1–17.
Zeithaml, V. A., Parasuraman, A., & Malhotra, A. (2002). Service quality delivery through web sites: A critical review of extant knowledge. Journal of the Academy of Marketing Science, 30(4), 362–375. https://doi.org/10.1177/009207002236911
Zendehdel, M., Paim, L. B. T. H. J., Bojei, J. B., & Osman, S. B. T. (2011). The effects of trust on online Malaysian students buying behavior. Australian Journal of Basic and Applied Sciences, 5(12), 1125–1132.
