Ni’matussyifa Azzahra Putri, NIM.: 20108030021 (2024) DETERMINAN LOYALITAS NASABAH TERHADAP LAYANAN MOBILE BANKING BANK SYARIAH INDONESIA DENGAN RISIKO CYBER SYSTEM SEBAGAI VARIABEL MODERASI. Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.
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Text (DETERMINAN LOYALITAS NASABAH TERHADAP LAYANAN MOBILE BANKING BANK SYARIAH INDONESIA DENGAN RISIKO CYBER SYSTEM SEBAGAI VARIABEL MODERASI)
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Text (DETERMINAN LOYALITAS NASABAH TERHADAP LAYANAN MOBILE BANKING BANK SYARIAH INDONESIA DENGAN RISIKO CYBER SYSTEM SEBAGAI VARIABEL MODERASI)
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Abstract
This research is motivated by the rampant cases of cyber system risk in Bank Syariah Indonesia, which has an impact on customers when using mobile banking in accessing banking activities independently. This study aims to determine the effect of cyber system risk on the level of trust, service quality, customer satisfaction and customer loyalty with cyber system risk as a moderating variable. The sampling technique used is non probability sampling with a total sample of 173 respondents. This research uses quantitative methods with PLS-SEM analysis using SmartPLS analysis tools. The results of this study indicate that the level of trust, service quality has a positive and significant effect on customer satisfaction and customer satisfaction has a positive and significant effect on customer loyalty. Then, cyber system risk does not moderate the effect of service quality and level of trust on customer satisfaction. Customer satisfaction does not mediate the direct effect of trust level on customer loyalty. Customer satisfaction successfully mediates the indirect effect of service quality on customer loyalty of Bank Syariah Indonesia.
Item Type: | Thesis (Skripsi) |
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Additional Information / Supervisor: | Pembimbing: Citra Prajasari, S.E.I., M.A. |
Uncontrolled Keywords: | Tingkat Kepercayaan, Kualitas Layanan, Kepuasan Nasabah, Loyalitas Nasabah, Risiko Cyber System |
Subjects: | 600 Sains Terapan > 650 Business/Bisnis > 658.15 Manajemen Keuangan |
Divisions: | Fakultas Ekonomi dan Bisnis Islam > Manajemen Keuangan Syariah (S1) |
Depositing User: | Muh Khabib, SIP. |
Date Deposited: | 09 Sep 2024 10:03 |
Last Modified: | 09 Sep 2024 10:03 |
URI: | http://digilib.uin-suka.ac.id/id/eprint/66861 |
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