Factors that Influence Sustainable Interest Through Customer Satisfaction When Using the Bank Raya Application.
DOI:
https://doi.org/10.31933/dijms.v5i2.2076Keywords:
Product Quality, Promotion, Service Quality, Continuous Interest, Customer Satisfaction.Abstract
This research aims to analyze the influence of product quality, promotion and service quality on sustainable interest mediated by customer satisfaction when using the Bank Raya Application. The population subjects of this research were PT. Bank Raya Indonesia, Tbk, while the subjects used as samples were 137 respondents. This research design uses quantitative methods. The data collection technique uses a questionnaire. This research was conducted using the SEM-PLS analysis method. The research results show that Product Quality has a significant positive effect on Continuing Interest in using the Bank Raya Application, promotions do not have a significant influence on Continuing Interest in using the Bank Raya Application. Service Quality has a significant positive effect on Continuing Interest in using the Bank Raya Application, there is no sign ificant influence between Promotion and Customer Satisfaction on using the Bank Raya Application. Service Quality has a significant effect on Customer Satisfaction when using the Bank Raya Application. Customer satisfaction has a significant effect on continued interest in using the Bank Raya application. Product Quality Influences Sustainable Interest through the mediation of Customer Satisfaction when using the Bank Raya Application. Promotion does not mediate the relationship between Customer Satisfaction and Continued Interest in using the Bank Raya Application. Service Quality significantly influences Sustainable Interest through the mediation of Customer Satisfaction with the use of the Bank Raya Application.
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Anwar RN dan Wardani FA. 2021. Pengaruh Kualitas Produk dan Kualitas Pelayanan Terhadap Minta Beli Ulang Produk Scarlett di E-Commerce Shopee. Nusantara: Jurnal Ilmu Pengetahuan Sosial.
Arianto, N., Patilaya, E. (2018). pengaruh kualitas produk dan kelengkapan produk terhadap keputusan pembelian produk salt n pepper pada pt mitra busana sentosa bintaro. Jurnal KREATIF: Pemasaran, Sumberdaya Manusia dan Keuangan, Vol. 6, No. 2.
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Basu, Swastha, & Irawan, 2001, Manajemen Pemasaran Modern, Liberty. Yogyakarta.
Bhattacherjee, A. 2001. Understanding Information Systems Continuance: An Expectation-Confirmation Model. MIS Quartely, 351-370. (Rujukan Baru)
Buchari Alma. 2007. Manajemen Pemasaran dan Pemasaran Jasa, Alfabeta, Bandung.
Davis, F.D., Bagozzi, R.P. and Warshaw, P. R. 1989. “User Acceptance of Computer Technology: A Comparison of Two Theoretical Models,” Management Science (35:8), pp. 982-1002.
Djaslim Saladin. 2006. Manajemen Pemasaran. PT. Linda Kayra. Bandung.
Fauzi Fitriya, dkk. 2019. Metodologi Penelitian untuk Manajemen dan Akuntansi, Salemba Empat : Jakarta Selatan.
Fiona (2020). Pengaruh Promosi Penjualan dan E-Service Quality terhadap Minat Beli Ulang Melalui Kepuasan Pelanggan (Studi pada Pelanggan Gopay di Jaboderabek. Department Administrasi Bisnis, FISIP, Universitas Dipenogoro.
Ghozali, I. Latan, H. 2012. Partial Least Square : Konsep, Teknik dan Aplikasi Smart PLS 2.0 M3. Semarang: Badan Pusat Universitas Dipenogoro.
Humbani M. and Wiese Melanie. 2018. An Integrated Framework for the Adoption and Continuance Intention to Use Mobile Payment Apps. Emerald Insight.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson., R. E. (2019). Multivariate Data Analysis?: Multivariate Data Analysis?: Why multivariate data analysis?? (EIGHT). CENGAGE.
Hair, J. F., Hult, G. T. M., Ringle, C. M., Sarstedt, M., Danks, N. P., Babe?-Bolyai, & Ray, S. (2023). Review of Partial Least Squares Structural Equation Modeling (PLS-SEM) Using R: A Workbook. In Structural Equation Modeling: A Multidisciplinary Journal (Vol. 30, Issue 1). https://doi.org/10.1080/10705511.2022.2108813
Hair, J. F., Hult, G. T., Ringle, C. M., & Marko Sarstedt. (2017). A primer on partial least squares structural equation modeling (PLS-SEM). https://doi.org/10.1080/1743727x.2015.1005806
Igbaria, M., T. Guimaraes, dan G. B. Davis. 1995. Testing the Determinants of Microcomputer Usage via a Structural Equation Model. Journal of Mangement Information System. 11 (4):87-114.
Ghozali, I dan Fuad, 2014. Structural Equation Modeling Teori konsep dan Aplikasi dengan Program Lisrel 9.10 Edisi 4. Semarang : Badan Penerbit Universitas Diponegoro.
Indrasari, M. (2019). Pemasaran dan Kepuasan Pelanggan. Surabaya: Unitomo Press.
Jogiyanto, 2007. Sistem Informasi Keperilakuan. Edisi Revisi. Yogyakarta: Andi Offset.
Kotler, Philip. 2005, Dasar-dasar Pemasaran, Edisi II, PT Indeks Kelompok Jakarta : Gramedia
Kotler, Philip; Armstrong, Garry, 2008. Prinsip-prinsip Pemasaran,Jilid 1, Erlangga, Jakarta.
Kotler, Philip., Keller, Kevin L. 2013. Manajemen Pemasaran, Jilid Kedua, Jakarta: Erlangga.
Kotler, Philip & Gerry Armstrong. 2014. Principle Of Marketing, 15th edition. New Jersey: Pearson Pretice Hall.
Kotler, Phillip dan Kevin Lane Keller.(2016). Manajemen Pemasaran edisi 12 Jilid 1 & 2.Jakarta: PT. Indeks.
Lupiyoadi. 2001. Manajemen Pemasaran Jasa, Salemba Empat, Jakarta
Malau Herman, 2017. Manajemen Pemasaran. Alfabeta CV : Bandung.
Marsha, Hidayati dan Saroh (2021). Dampak Mediasi Kepuasan Pelanggan pada Pengaruh Promosi dan Kualitas Layanan Elektronik Terhadap Minat Beli Ulang Makanan Melalui Jasa Gojek Di Kota Malan. Jurnal Inovasi Manajemen.
Muiz Muhammad, Rachma N dan Slamet Rachmat (2019). Pengaruh Sales Promotion dan Kualitas Pelayanan Terhadap Minat Pembelian Ulang di Mediasi Variabel Kepuasan Konsumen. E-Journal Riset ManajemenPRODI MANAJEMEN.
Pangestu MA dan Sukresna IM. 2021. Pengaruh Kualitas Pelayanan, Persepsi Nilai dan Persepsi Kegunaan, Terhadap Minat Berkelanjutan dengan Kepuaan Konsumen sebagai Variabel Intervening. Dipenogoro Journal Of Management.
Pramuji GA dan Salim A. 2023. The Effect of Service Quality and Facilities on Loyalty Through Satisfaction in Mekaar Syariah Financing in Buton Area PT. Permodalan Nasional Madani. Jurnal DIJEFA: Dinasti International Journal Of Economics, Finance And Accounting.
Sangadji, Etta & Sopiah. 2013. Perilaku Konsumen Pendekatan Praktis, CV Andi. Yogyakarta.
Santoso, singgih. 2014. Statistik Parametrik Edisi Revisi. Jakarta : Prestasi Pustaka.
Sugiyono. 2018. Metode Penelitian Kuantitatif. Bandung: Alfabeta.
Tjiptono, F. 2011. Service Management Mewujudkan Layanan Prima. Edisi 2. Yogyakarta: Andi.
Tjiptono, F. 2015. Strategi Pemasaran, Edisi 4, Andi Offset, Yogyakarta.
Tjiptono, F dan Gregorius chandra. 2016. Service, Quality & satisfaction. Yogyakarta. Andi
Tjiptono F. & Chandra (2020). Pemasaran Strategik Domain, Determinan, Dinamika. Andi. Yogyakarta : CV Andi Offset.
Umar Haryono, dkk. 2021. Metode Penelitian Ilmiah. Universitas Trisaksti : Jakarta.
Wahyuni Sri, dkk. (2018), Buku Panduan Penulisan Tesis Sekolah Pascasarjana, Koperasi Karyawan Institut Perbanas: Jakarta.
Wardani IY. 2022. Pengaruh Kualitas Produk dan Promosi Penjualan Terhadap Keputusan Pembelian Ulang Melalui Kepuasan Pelanggan Pada 200 Café And Food di Kota Malang. Jubis: Vol 3 No. 2.
Wijayanto S, 2007. Structural Equation Modeling Konsep dan Tutorial. Yogyakarta: Graha Ilmu,
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Published
2023-11-06
How to Cite
Yuningsih, D. R. ., & Agus Salim. (2023). Factors that Influence Sustainable Interest Through Customer Satisfaction When Using the Bank Raya Application. Dinasti International Journal of Management Science, 5(2), 173–186. https://doi.org/10.31933/dijms.v5i2.2076
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