pengaruh kualitas pelayanan terhadap …eprints.perbanas.ac.id/128/2/cover.pdf · nama : ainul...
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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK PENGGUNA E - BANKING
DI SURABAYA
SKRIPSI
Diajukan untuk Memenuhi Salah Satu Syarat Penyelesaian Program Pendidikan Strata Satu
Jurusan Manajemen
Oleh :
AINUL YAQIN
NIM : 2009210602
SEKOLAH TINGGI ILMU EKONOMI PERBANAS
SURABAYA
2013
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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK PENGGUNA E - BANKING
DI SURABAYA
Diajukan oleh :
AINUL YAQIN
NIM : 2009210602
Skripsi ini telah dibimbing
Dan dinyatakan siap diujikan
Dosen Pembimbing,
Tanggal : 01 Februari 2013
Dra. Ec. Aniek Maschudah I, M.Si
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PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN DAN LOYALITAS NASABAH BANK PENGGUNA E - BANKING
DI SURABAYA
Disusun oleh :
AINUL YAQIN
NIM : 2009210602
Dipertahankan di depan TIM Penguji dan dinyatakan Lulus Ujian Skripsi
pada tanggal 19 Februari 2013
Tim Penguji
Ketua : Drs. Irawan, M.M. ……………..
Sekretaris : Dra. Ec. Aniek Maschudah I, M.Si. ……………..
Anggota : Dr. Drs. Soni Harsono, M.Si. ……………..
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PENGESAHAN SKRIPSI
Nama : Ainul Yaqin
Tempat, Tanggal Lahir : Sidoarjo, 20 April 1991
N.I.M : 2009210602
Jurusan : Manajemen
Program Pendidikan : Strata 1
Konsentrasi : Manajemen Pemasaran
Judul : Pengaruh Kualitas Pelayanan Terhadap Kepuasan dan
Loyalitas Nasabah Bank Pengguna E - Banking di
Surabaya
Disetujui dan diterima baik oleh : Ketua Program Studi S1 Manajemen Dosen pembimbing, Tanggal : ……………….. Tanggal : ……………………. (Mellyza Silvi, S.E., M.Si.) (Dra. Ec. Aniek Maschudah I, M.Si.)
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HALAMAN MOTTO DAN PERSEMBAHAN
MOTTO :
PERSEMBAHAN :
Skripsi ini saya persembahkan serta berterima kasih kepada Allah SWT, Nabi
Muhammad SAW, ayah, ibu, kakak, adik, saudara, sahabat, teman, dosen wali, dosen
pembimbing, dosen penguji, pimpinan sekolah, ketua jurusan, dosen pembina, rekan
HMJM, rekan Taekwondo, rekan Entrepreneur Club, teman Harmoni, teman SSM, teman
kelas “S”, sahabat Mendreng, sahabat Rea Reo, kelompok belajar SKB, kelompok belajar
KOMBIS, sahabat Pandawa Lima, teman seperjuangan skripsi, teman kost, teman
kontrakan, dan semua orang yang tidak bisa saya sebutkan satu per satu.
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KATA PENGANTAR
Puji syukur penulis panjatkan pada Allah S.W.T yang senantiasa
menyertai dan memberi kekuatan kepada penulis dalam pembuatan skripsi yang
berjudul “Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas
Nasabah Bank Pengguna E - banking Di Surabaya”.
Skripsi ini disusun untuk memenuhi salah satu syarat dalam
menyelesaikan Studi Strata Satu Jurusan Manajemen di Sekolah Tinggi Ilmu
Ekonomi Perbanas Surabaya. Adapun keberhasilan skripsi ini tidak terlepas dari
bantuan serta dukungan dari semua pihak baik secara moril maupun materil. Oleh
karena itu, penulis ingin menyampaikan ucapan terima kasih kepada :
1. Prof. Dr. Dra. Tatik Suryani, Psi., M.M. Selaku ketua STIE PERBANAS
Surabaya
2. Mellyza Silvi, S.E., M.Si. selaku Ketua Program Studi S1 Manajemen
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya.
3. Dra. Ec. Aniek Maschudah I, M.Si. selaku dosen pembimbing skripsi
yang telah membimbing penulis selama menempuh studi di STIE
PERBANAS Surabaya.
Segala kritik dan saran yang membangun sangat diharapkan demi
kesempurnaan penulisan skripsi ini dan semoga skripsi ini dapat bermanfaat bagi
pembaca.
Surabaya, 01 Februari 2013
Penulis
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DAFTAR ISI
HALAMAN JUDUL................................................................................................i HALAMAN SIAP UJI.............................................................................................ii HALAMAN LULUS UJIAN SKRIPSI ............................................................... iii HALAMAN PENGESAHAN SKRIPSI................................................................ iv HALAMAN MOTTO DAN PERSEMBAHAN...................................................... v KATA PENGANTAR ........................................................................................ vi DAFTAR ISI ..................................................................................................... vii DAFTAR TABEL .............................................................................................. ix DAFTAR GAMBAR ........................................................................................... x DAFTAR LAMPIRAN ....................................................................................... xi ABSTRACT............................................................................................................ix BAB I PENDAHULUAN .................................................................................. 1 1.1. Latar Belakang Masalah.............................................................................. 1 1.2. Perumusan Masalah .................................................................................... 5 1.3. Tujuan Penelitian ........................................................................................ 5 1.4. Manfaat Penelitian ...................................................................................... 6 1.5. Sistematika Penulisan ................................................................................. 7 BAB II TINJAUAN PUSTAKA ........................................................................ 9 2.1. Penelitian Terdahulu ................................................................................... 9 2.2. Landasan Teori ......................................................................................... 14 2.3. Kerangka Pemikiran ................................................................................. 21 2.4. Hipotesis Penelitian .................................................................................. 22 BAB III METODE PENELITIAN ................................................................... 23 3.1. Rancangan Penelitian ................................................................................ 23 3.2. Batasan Penelitian ..................................................................................... 23 3.3. Identifikasi Variabel ................................................................................. 23 3.4. Definisi Operasional dan Pengukuran Variabel ......................................... 24 3.5. Instrumen Penelitian ................................................................................. 28 3.6. Populasi, Sampel, dan Teknik Pengambilan Sampel.................................. 29 3.7. Data dan Metode Pengumpulan Data ........................................................ 31 3.8. Uji Validitas dan Reliabilitas Instrumen Penelitian.................................... 32 3.9. Teknik Analisis Data ................................................................................ 33 BAB IV GAMBARAN SUBYEK PENELITIAN DAN ANALISIS DATA ..... 42 4.1. Gambaran Subyek Penelitian .................................................................... 42 4.2. Analisis Data ............................................................................................ 51 4.3. Analisis Statistik ....................................................................................... 58 4.4. Pembahasan .............................................................................................. 69
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BABV PENUTUP...............................................................................................77 5.1. Kesimpulan............................................................................................... 77 5.2. Keterbatasan Penelitian ............................................................................. 79 5.3. Saran ........................................................................................................ 80 DAFTAR RUJUKAN
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DAFTAR TABEL
Halaman
Tabel 2.1 Perbandingan Persamaan Dan Perbedaan Penelitian ........................... 13
Tabel 3.1 Kisi-Kisi Kuesioner ............................................................................ 29
Tabel 3.2 Hasil Uji Validitas Dan Reliabilitas .................................................... 33
Tabel 3.3 Goodness Of Fit Indices ..................................................................... 40
Tabel 4.1 Interval Kelas ..................................................................................... 52
Tabel 4.2 Tanggapan Responden Terhadap Variabel Kualitas Pelayanan ........... 53
Tabel 4.3 Tanggapan Responden Terhadap Keseluruhan Indikator Kualitas Pelayanan ........................................................................................... 55
Tabel 4.4 Tanggapan Responden Terhadap Kepuasan Nasabah .......................... 56
Tabel 4.5 Tanggapan Responden Terhadap Loyalitas Nasabah ........................... 57
Tabel 4.6 Assesment Of Normality ..................................................................... 59
Tabel 4.7 Descriptive Statistics .......................................................................... 60
Tabel 4.8 Mahalonobis Multivariate Outlier ...................................................... 61
Tabel 4.9 Godness Of Fit Full Structural Model Uji Cfa Awal ........................... 62
Tabel 4.10 Hasil Estimasi Model Uji Cfa ........................................................ 63
Tabel 4.11 Modification Indices Model Akhir ................................................. 64
Tabel 4.12 Goodness Of Fit Struktur Model Akhir .......................................... 66
Tabel 4.13 Uji Validitas Sampel Besar Dengan Amos ..................................... 66
Tabel 4.14 Uji Reliabilitas Sampel Besar Dengan Amos ................................. 67
Tabel 4.15 Hasil Estimasi Uji Sem Akhir ........................................................ 68
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DAFTAR GAMBAR
Halaman
Gambar 2.1 Kerangka Pemikiran Shirshendu Ganguli and Sanjit Kumar Roy (2010)......................................................................................................9
Gambar 2.2 Kerangka Pemikiran Tianxiang Sheng and Chunlin Liu (2010) ....... 11
Gambar 2.3 Model Kerangka Pemikiran ............................................................ 21
Gambar 3.1 Indikator Variabel Kualitas Pelayanan ............................................ 24
Gambar 3.2 Indikator Variabel Kepuasan Nasabah ............................................ 25
Gambar 3.3 Indikator Variabel Loyalitas Nasabah ............................................. 27
Gambar 4.1 Karakteristik Responden Berdasarkan Jenis Kelamin ...................... 43
Gambar 4.2 Karakteristik Responden Berdasarkan Usia ..................................... 44
Gambar 4.3 Karakteristik Responden Berdasarkan Pendidikan Terakhir ............ 45
Gambar 4.4 Karakteristik Responden Berdasarkan Pekerjaan ............................. 46
Gambar 4.5 Karakteristik Responden Berdasarkan Jenis Bank ........................... 47
Gambar 4.6 Karakteristik Responden Berdasarkan Jenis Layanan ...................... 48
Gambar 4.7 Karakteristik Responden Berdasarkan Periode Nasabah .................. 48
Gambar 4.8 Karakteristik Responden Berdasarkan Frekuensi Transaksi Per Bulan............ ...................................................................................... 50
Gambar 4.9 Full Structural Model Uji CFA Awal ............................................. 65
Gambar 4.10 Full Structural Model Uji CFA Akhir ........................................... 65
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DAFTAR LAMPIRAN
Lampiran 1 : Kuesioner Penelitian
Lampiran 2 : Data Responden
Lampiran 3 : Tabulasi Data
Lampiran 4 : Ouput SPSS Uji Validitas dan Reliabilitas Sampel Kecil
Lampiran 5 : Output SEM Uji Normalitas
Lampiran 6 : Output Univariate Outlier
Lampiran 7 : Ouput Multivariate Outlier
Lampiran 8 : Uji CFA (Confirmatory Factor Analysis) Awal
Lampiran 9 : Uji CFA (Confirmatory Factor Analysis) Akhir
Lampiran 10 : Output AMOS Uji Validitas dan Reliabilitas Sampel Besar
Lampiran 11 : Output Uji Hipotesa
Lampiran 12 : Tabel Chi - Square
Lampiran 13 : Jurnal Acuan
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INFLUENCE OF SERVICE QUALITY ON CUSTOMER SATISFACTION AND
LOYALTY USERS E - BANKING IN SURABAYA
ABSTRACT
Bank is a financial institution whose activities in finance, conduct
meetings, and the distribution of benefits to the community, particularly to finance
the company's investment. In Indonesia, private banks and state-owned banks. In
this era of globalization, the bank created a system of e - banking, e - banking
which is a form of service provided by the bank to provide customers ease in
conducting transactions anytime through online. But with e-banking is still
perceived by the customer complaints, such as security problems. Besides the use
of e-banking also can not be used by all customers with certain constraints. So the
purpose of this study was to determine the effect of the true service quality,
customer satisfaction and loyalty towards e - banking users in Surabaya.
This research method using questionnaire data. This research was
conducted disurabaya, while the analysis tools used using SEM AMOS 18 with the
number of respondents 115. From the results of this study produced several
findings generated include: (H1) the quality of services is not significant positive
effect on satisfaction, (H2) quality of service is a significant positive effect on
customer loyalty and (H3) customer satisfaction is not a significant positive effect
on customer loyalty . While the advice given to the Bank, to the Bank is expected
to pay more attention and provide comfort and pleasure of the quality of e users' -
banking who want to conduct banking transactions in order to meet customer
expectations and increasing customer satisfaction to recommend to others to use
your e - banking as a form of loyalty.
Keyword : Services Quality, Customer Satisfaction, Customer Loyalty, E -
Banking