ANALYSIS OF FACTORS AFFECTING BANK SINARMAS LOYALTY TO MILLENNIALS AND GENERATION Z
Main Article Content
Joni
Cindy Synthya Br Tarigan
Didik Gunawan
Cici Puspaningrum
This study aims to analyze the influence of M-Banking services, customer satisfaction, and location on Bank Sinarmas customer loyalty in the Millennial generation and generation Z. This study uses a quantitative approach to the census method on 172 respondents. This research uses a quantitative approach with a census method of 172 respondents. Data were collected through questionnaires and analyzed using the Structural Equation Modeling method based on Partial Least Squares (SEM-PLS). The results showed that M-Banking services have a significant effect on customer loyalty in both generations. Meanwhile, customer satisfaction does not show a significant influence on loyalty, both in the Millennial generation and the Z generation. The location factor has a significant influence only on generation Z, while in the Millennial generation it is not significant. This indicates that there are differences in preferences between generations on factors that affect loyalty. This research provides important implications for the development of banking service strategies that are oriented towards digital needs and accessibility across generations.
Atmaja, J. (2018). Kualitas Pelayanan dan Kepuasan Nasabah Terhadap Loyalitas Pada Bank BJB. Jurnal Ecodemica, 2(1).
Gunawan, D., Maharani, S., & Layli, D. (2024). Pengaruh Word Of Mouth Dan Kualitas Pelayanan Terharap Loyalitas Pelanggan Dengan Kepuasan Konsumen Sebagai Variabel Intervening. Management And Business Progress, 3(2), 172–185. www.journal.stie-binakarya.ac.id
Hair, J. F., Tomas, G., Hult, M., Ringle, C. M., & Sarstedt, M. (2021). A Primer on Partial Least Squares Structural Equation Modeling (PLS-SEM) using R: A Workbook. Springer Nature. https://www.researchgate.net/publication/354331182
Harnani, S., & Ng, B. (2019). The Role Of Empowerment On Competence Towards Employee Work Performance Syariah Business Unit PT. Bank Sinarmas In Kediri Branch. Manajemen & Bisnis Jurnal, 5(2), 66–82.
Indarso, A. O., Raffael, R., & Salsabilla, A. T. (2024). Literature Review: Analisis Faktor Pengaruh Kepuasan Pengguna E-Wallet Generasi Milenial dan Z. Bit (Fakultas Teknologi Informasi Universitas Budi Luhur), 21(1), 22–29.
Keuangan, O. J. (2022). Transformasi digital perbankan: Wujudkan bank digital. Sikapiuangmu. Ojk. Go. Id. Https://Sikapiuangmu. Ojk. Go. Id/FrontEnd/CMS/Article/40774.
Kontan.co.id. (2018). Ini strategi Bank Sinarmas tambah modal demi masuk ke kategori BUKU III. https://keuangan.kontan.co.id/news/ini-strategi-bank-sinarmas-tambah-modal-demi-masuk-ke-kategori-buku-iii#amp_tf=Dari%20%251%24s&aoh=17377232240987&referrer=https%3A%2F%2Fwww.google.com
Kotler, P., & Amstrong, G. (2018). Principles Of Marketing. In Pasuruan: CV. Penerbit Qiara (17th ed.). Pearson.
Lupiyoadi, R. (2018). Manajemen pemasaran jasa: Berbasis kompetensi (3th ed.).
Majid, A. B. A. (2024). Pengaruh Lokasi Dan Kualitas Layanan Terhdap Keputusan Nasbah Untuk Menabung Di Bmt Ugt Sidogiri Capem Waru Sidoarjo. Jurnal Dinamika Ekonomi Syariah, 11(2), 92–102.
Malaquias, R. F., & Hwang, Y. (2016). An empirical study on trust in mobile banking: A developing country perspective. Computers in Human Behavior, 5(4), 453–461. https://doi.org/10.1016/J.CHB.2015.08.039
Marwanah, S., & Shihab, M. S. (2022). Pengaruh kualitas pelayanan elektronik dan kepuasan terhadap kepercayaan konsumen serta dampaknya terhadap loyalitas konsumen. Fair Value: Jurnal Ilmiah Akuntansi Dan Keuangan, 4(7), 2804–2822.
Miharta, K. J. (2022). PENGARUH REPUTASI, CITRA MEREK, KUALITAS PELAYANAN, DAN LOKASI TERHADAP KEPUTUSAN NASABAH MENGAMBIL PRODUK PEMBIAYAAN MURABAHAH PADA BANK MUAMALAT KC KEDIRI: THE EFFECT OF REPUTATION, BRAND IMAGE, QUALITY OF SERVICE, AND LOCATION ON CUSTOMER’S DECISION TO TAKE MURABAHAH FINANCING PRODUCTS AT MUAMALAT BANK KC KEDIRI. NISBAH: Jurnal Perbankan Syariah, 8(1), 57–65.
Nawang, S. K., & Soliha, E. (2017). Kualitas Produk Dan Kuallitas Layanan Terhadap Kepuasan Dan Loyalitas Nasabah. Jurnal Keuangan Dan Perbankan, 2(1), 157–168. http://jurnal.unmer.ac.id/index.php/jkdp
Novianto, D., & Akbar, A. (2019). Pengaruh Kualitas Pelayanan Terhadap Loyalitas Pelanggan Melalui Kepuasan Pelanggan Jasa Transportasi Online. Jurnal Ekonomi, 24(2), 213–226.
Paputungan, O. M., Syarifuddin, S., & Semmawi, R. (2021). Pengaruh Lokasi Bank Rakyat Indonesia Kantor Cabang Pembantu Unit Inobonto Terhadap Minat Nasabah Untuk Menabung. Journal of Islamic Banking and Finance, 1(1), 10–21. http://ejournal.iain-manado.ac.id/index.php/kunuz
Parera, N. O., & Susanti, E. (2021). Loyalitas Nasabah Dari Kemudahan Penggunaan Mobile Banking. International Journal of Digital Entrepreneurship and Business (IDEB), 2(1), 39–48. https://ejournal.jic.ac.id/ideb/
Pradipta Utama, A., & Ratna Murti, T. (2021). Kepuasan Nasabah Sebagai Mediator Pengaruh Kepercayaan Terhadap Loyalitas Nasabah. Jurnal IKRA-ITH Ekonomika, 4(2), 79–85.
Pratama, L., & Nasution, M. L. I. (2023). Pengaruh Jaminan Rasa Aman dan Lokasi terhadap Minat Transaksi di Bank Syariah Pada Masyarakat Aek Kota Batu. Jurnal Informatika Ekonomi Bisnis, 779–784. https://doi.org/10.37034/infeb.v5i3.621
Puspitaningrum, Y., & Damanuri, A. (2022). Analisis Lokasi Usaha Dalam Meningkatkan Keberhasilan Bisnis Pada Grosir Berkah Doho Dolopo Madiun. Niqosiya: Journal of Economics and Business Research, 2(2), 289–304.
Sundari, E. (2021). Dinamika Citra Dan Pelayanan Bank Terhadap Loyalitas Nasabah Dalam Tinjauan Islam (Studi kasus Perbankan Syariah di Kota Pekanbaru). Jawa Barat: Penerbit Adab.
Supriyadi, N. (2017). Pengaruh Penanganan Komplian Terhadap Kepuasan, Kepercayaan, Komitmen, Dan Loyalitas Nasabah Pada Bank Rakyat Indonesia (BRI) Di Sulawesi Tenggara. In Gawe Buku. Yogyakarta: Penerbit Gawe Buku.
Susanti, E., & Parera, N. O. (2021). Loyalitas Nasabah Dari Kemudahan Penggunaan Mobile Banking. International Journal of Digital Entrepreneurship and Business, 2(1), 39–48.
Tjiptono, F. (2006). Pemasaran Jasa. In Malang. Jawa Timur: Bayu Media Publishing (1st ed.). Jawa Timur: Bayu Media Publishing.
Tjiptono, F. (2014). Service, Quality & Satisfaction. Yogtakarta: Andi.
Triyanti, D., Kaban, R. F., & Iqbal, M. (2021). Peran Layanan Mobile Banking Dalam Meningkatkan Kepuasan Dan Loyalitas Nasabah Bank Syariah (Studi Kasus Bank Syariah Mandiri Kantor Cabang Tomang)CABANG TOMANG). Jurnal Muhammadiyah Manajemen Bisnis, 2(1), 51. https://doi.org/10.24853/jmmb.2.1.181-192
Wibowo, A. (2022). Perbankan Digital (Digital Banking). Yayasan Prima Agung Teknik.
