Pengaruh Kualitas Layanan, Faktor Kemudahan Dan Keamanan Penggunaan BYOND BY BSI Terhadap Loyalitas Nasabah BYOND BY BSI Di KCP Lawang
Abstract
This research is conducted to explore the impact of service quality, ease of use, and security in using the BYOND BY BSI application on Customer Loyalty at BSI KCP Lawang. The study adopts a quantitative approach through a survey method. A total of 88 respondents, all of whom are active users of the BYOND BY BSI app, were selected using purposive sampling based on predetermined criteria. Data were analyzed using SPSS software, involving tests for validity and reliability, classical assumption tests, multiple linear regression analysis, and hypothesis testing. The findings indicate that both ease of use and security significantly and positively affect Customer Loyalty. In contrast, service quality does not have a significant effect. When examined together, all three variables significantly influence Customer Loyalty toward the use of the BYOND BY BSI application. These results emphasize that in the context of digital banking services, ease of access and system security play a crucial role in fostering Customer Loyalty.
Keywords: Service quality, ease of use, security, customer loyalty, BYOND BY BSI
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Firdausia, Khansa Fitriana. 2019. “Pengaruh Nilai Pelanggan, Kualitas Pelayanan Dan Kedekatan Emosional Terhadap Loyalitas Nasabah (Studi Kasus Pada BPR Bakonang).” Jurnal Ekonomi Dan Bisnis 9(2): 1–14.
“Griffin, (2005), Customer Loyalty, Jakarta : Penerbit Erlangga.”
Lubis, Melsi Diana, and David Humala Sitorus. 2023. “Pengaruh Kemudahan, Keamanan, Dan Kepercayaan Terhadap Loyalitas Konsumen.” Target: Jurnal Manajemen Bisnis 5(2): 209–18. doi:10.30812/target.v5i2.3021.
Maharani Rona Makom. 2023. “Analisis Digital Marketing, Citra Merek, Dan Layanan Mobile Banking Terhadap Loyalitas Nasabah PT. Bank Syariah Indonesia Kota Semarang.” Jurnal Bisnis Mahasiswa 3(3): 141–51. doi:10.60036/jbm.v3i3.125.
Marconi, Joe. 2000. The Brand Marketing Book: Creating, Managing, and Extending the Value of Your Brand. Lincolnwood, IL: NTC Business Books.
Munfaqiroh, Siti, Dike Wahyu, Arminda Dacruz, and Rama Dea. 2022. “578-Article Text-1810-1-10-20220714.” 15(1): 122–32.
Mustika Raudhatul Jannah, and Suzanna Lamria Siregar. 2024. “Pengaruh Kemudahan Sistem, Keamanan Sistem Dan Tampilan Aplikasi Mobile Banking Terhadap Kepuasan Nasabah Dengan Kualitas Layanan Sebagai Variabel Intervening.” KALBISOCIO Jurnal Bisnis dan Komunikasi 11(1): 105–23. doi:10.53008/kalbisocio.v11i1.3302.
Muzammil, Abdul, Mukhlis Yunus, and Nurdasila Darsono. 2017. “‘Pengaruh Kualitas Pelayanan Dan Citra Perusahaan Terhadap Loyalitas Pelanggan Indihome Pt. Telkom Indonesia Di Banda Aceh Dengan Kepuasan Dan Kepercayaan Pelanggan Sebagai Variabel Mediasi.’” Jurnal Manajemen dan Inovasi 8(3): 104–33.
Nabila Firdaus Iman & Umiyati. 2022. “ANALISIS DETERMINAN ATAS PROFITABILITAS BANK SYARIAH DI INDONESIA.” 10(April): 31–54.
Sevenlight. 2023. Pengaruh Kemajuan Teknologi Komunikasi Dan Informasi Terhadap Karakter Anak. Bdkjakarta.Kemenag.Go.Id (Blog).
Sugijanto, Antonius William, Tommy Christian Efrata, Sonata Christian, and Universitas Ciputra. 2025. “The Influence of Security and Quality Mobile Banking Services on Customer Satisfaction and the Impact on Loyalty Private Bank Customers.” 9(1): 88–107.
Swasti, Istu. 2020. “Analisis Perilaku Investor Di Pasar Modal Syariah Dengan Pendekatan TRA (Theory Of Reasoned Action).” Universitas Islam Indonesia Respository: 10–37. https://dspace.uii.ac.id/handle/123456789/20401.
Tjiptono, Fandy. “Service Management: Mewujudkan Layanan Prima.” In Yogyakarta, 142.
Wikipedia, In. 2022. “Keamanan.” In Ensiklopedia Bebas.
Wiktionary, In. 2017. “Kemudahan.”
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