Pengaruh Customer Experience dan Customer Satisfaction terhadap Financial Performance Bank pada Pengguna Digital Banking di Indonesia

Main Article Content

Selvi Dharsono
Agus Zainul Arifin

Abstract

This study aims to analyze and determine empirical evidence of customer experience and customer satisfaction in affecting the financial performance of banks on the customer that used digital banking in Indonesia. The samples in this research are 261 respondents. The criteria of the sample are respondents who live in Jakarta, Bogor, Depok, Tangerang, and Bekasi and are digital banking users. The method of this research is using non-probability sampling. The method of data collection is online questionnaires. The data were analyzed by using PLS-SEM. The result of this research is: First, customer experience has a positive effect on financial performance. Second, customer satisfaction has a positive effect on financial performance. The study could contribute to other banks in Indonesia to analyze and improve their digital banking services to increase digital banking usage.


Tujuan dari penelitian ini adalah untuk mendapatkan bukti empiris apakah customer experience dan customer satisfaction berpengaruh terhadap financial performance suatu bank pada pengguna digital banking di Indonesia. Jumlah sampel penelitian ini sebanyak 261 responden. Adapun kriteria responden dalam penelitian ini adalah responden yang tinggal di Jakarta, Bogor, Depok, Tangerang, dan Bekasi dan responden yang merupakan pengguna layanan perbankan digital banking. Penelitian ini menggunakan teknik non-probability sampling. Teknik pengumpulan data melalui kuesioner online. Analisis data menggunakan PLS-SEM. Hasil penelitian pertama adalah customer experience berpengaruh positif terhadap financial performance. Kedua, customer satisfaction berpengaruh positif terhadap financial performance. Hasil studi ini dapat membantu bank-bank di Indonesia untuk menganalisis dan meningkatkan layanan digital banking untuk meningkatkan penggunaan layanan tersebut.

Article Details

How to Cite
Dharsono, S., & Arifin, A. Z. (2022). Pengaruh Customer Experience dan Customer Satisfaction terhadap Financial Performance Bank pada Pengguna Digital Banking di Indonesia. Jurnal Manajemen Bisnis Dan Kewirausahaan, 6(5), 520–524. https://doi.org/10.24912/jmbk.v6i5.20315
Section
Articles
Author Biographies

Selvi Dharsono, Universitas Tarumanagara

Program Studi Magister Manajemen, Program Pascasarjana

Agus Zainul Arifin, Universitas Tarumanagara

Program Studi Magister Manajemen, Program Pascasarjana

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