Faktor-faktor yang memengaruhi perilaku perpindahan pelanggan bank di Jabodetabek
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Abstract
This research was conducted to analyze whether perceived price, service quality, reputation, sharia compliance, and involuntary switching affect customer switching behavior in the Indonesian banking industry, especially customers domiciled in Jabodetabek. This study used 302 samples selected using the convenience sampling technique and analyzed using PLS-SEM. The study results indicate that reputation, involuntary switching, and perceived price influence customer switching behavior in Indonesian banking. Both service quality and sharia compliance do not influence customer switching behavior. However, service quality mediated by reputation affects customer switching behavior. The findings recommend that the banking industry maintain a good reputation, offer fair and flexible prices to customers, and avoid involuntary switching due to its uncontrollable nature.
Penelitian ini dilakukan untuk menganalisis apakah persepsi harga, kualitas layanan, reputasi, kepatuhan syariah, dan perpindahan tidak disengaja memengaruhi perilaku perpindahan pelanggan di industri perbankan Indonesia, khususnya nasabah yang berdomisili di Jabodetabek. Penelitian ini menggunakan 302 sampel yang dipilih dengan menggunakan teknik convenience sampling dan kemudian dianalisis menggunakan PLS-SEM. Hasil penelitian menunjukkan bahwa reputasi, perpindahan tidak disengaja, dan persepsi harga merupakan faktor yang memengaruhi perilaku perpindahan nasabah di perbankan Indonesia. Kualitas layanan dan kepatuhan syariah tidak dapat memengaruhi perilaku perpindahan nasabah, tetapi kualitas layanan dapat berpengaruh ketika dimediasi oleh reputasi. Temuan ini menyiratkan bahwa pihak bank harus menjaga reputasi yang baik, mempertimbangkan untuk lebih banyak menawarkan fleksibilitas harga kepada pelanggan, dan menaruh lebih banyak perhatian banyak pada perpindahan yang tidak disengaja yang disebabkan oleh alasan yang tidak dapat dikendalikan.
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