AN INFLUENCE ANALYSIS OF WEBSITE SERVICE QUALITY BASED ON WEBQUAL VERSION 4.0 TOWARD CUSTOMER SATISFACTION OF PT BTN (PERSERO) SHARIA SEMARANG BRANCH OFFICE
English
Keywords:
Kepuasan Nasabah (CS), Usability (US), Information Quality (IQ), dan Service Interaction Quality (SIQ)
Abstract
This research aims to analyze the significance of the effect of Usability (US), Information Quality (IQ), Service Interaction Quality (SIQ) on Customer Satisfaction (CS) of PT BTN (Persero) Sharia Semarang Branch Office, both simultaneously and partially. The population in this study is all customers of PT BTN (Persero) Sharia Semarang Branch Office who used website, while the samples in this study were 75 customers of PT BTN (Persero) Sharia Semarang Branch Office who were selected using accidental sampling (haphazard sampling) sampling and purposive sampling (judgment sampling). The data used in this study are primary data collected using a questionnaire. The analysis model used in this study is a multiple linear regression analysis model, while the analysis technique uses the simultaneous significance test (F-test), the coefficient of determination test (R2), and the partial significance test (t-test) which is processed with the SPSS 25.00 program. The results of the hypothesis verification and discussion indicate that Usability (US), Information Quality (IQ), and Service Interaction Quality (SIQ) simultaneously have a significant effect on Customer Satisfaction (CS). Furthermore Information Quality (IQ) and Service Interaction Quality (SIQ) partially related positively and significantly to Customer Satisfaction (CS) while Usability (US) partially proved positive and not significantly to Customer Satisfaction (CS) of PT BTN (Persero) Sharia Semarang Branch Office.
References
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Aryadita, Himawat dan Ayu. 2017. Analisis Kualitas Layanan Website E-Commerce Terhadap Kepuasan Pengguna Menggunakan Metode Webqual 4.0. Jurnal Sistem Informasi. Vol. 10, No. 1.
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Barnes, Stuart J dan Vidgen, Richard T. 2002. An Integrative Approach To The Assesment of E-Commerce Quality. Journal of Electronic Commerce Research. Vol. 3, No. 3.
Barnes, Stuart J dan Vidgen, Richard T. 2003. Measuring Web Site Improvement: A Case Study of The Forum on Strategic Management Knowledge Exchange. Journal of Electronic Commerce Research. Vol. 3, No. 3.
Bias adnd Mayhew. 2005. Cost-Justifying Usability: An Update for the Internet Age. Second Edition. San Fransisco: Elsevier.
Bitner, Mary Jo. 1990. Evaluating Service Ecounters: The Effect of Physical Surroundings and employee Responses. Journal of Marketing. Vol. 54, No. 2.
Chandrarin, Grahita. 2017. Metode Riset Akuntansi Pendekatan Kuantitatif. Jakarta: Salemba Empat.
C. Laudon & Jane P. Laudon. Management Information Systems: Managing the Digital Firm. Thirteenth Edition. Essex,England : Pearson Education Limited.
Cronin, J.J. and S.A. Taylor. 1992. Measuring Service Quality: Reexamination and Extension. Jurnal of Marketing. Vol. 56, No. 3.
Departemen Agama RI. 2015. Robbani: Al-Quran Per Kata, Tajwid Warna. Jakarta Timur: PT Surya Prisma Sinergi (Surprise).
Fauziah, Deva N dan Wulandari, Ayu. 2018. Pengukuran Kualitas Layanan Bukalapak.com terhadap Kepuasan Konsumen dengan Metode Webqual 4.0. Jurnal Ilmu Pengetahuan dan Teknologi Komputer. Vol. 3, No. 2.
Febriani, Nurfian S dan Dewi, Wayan Weda. 2019. Perilaku Konsumen Di Era Digital (Beserta Studi Kasus). Malang: UB Press.
Fitriyana, Mochamad Winnedi, et al. 2018. Analisis Pengaruh Kualitas Layanan Website DPRD Provinsi Jawa Timur Terhadap Kepuasan Pengguna dengan Metode Webqual 4.0. JSIKA. Vol. 7, No. 1.
Ghozali, Imam. 2018. Aplikasi Analisis Multivariate Dengan Program IBM SPSS 25 Edisi 9. Cetakan kesembilan. Semarang: Badan Penerbit Universitas Diponegoro.
Haryanti, Febri H dan Setyorini, Retno. 2018. The Influence of Website Service Quality towards Consumer Satisfaction by Using Webqual 4.0 Method: Study on Grab Users in Bandung. Business and Management Research (AEBMR). Vol. 92.
Infobank. 2019. Satisfaction, Loyalty, &Engagement (SLE) 2019: Sepak Terjang Fintech dan Loyalitas Nasabah Bank. Vol. XL, No. 487.
______. 2019. The Best Bank Service Excellence 2019: Ditengah Gelombang Akuisisi dan Digitalisasi. Vol. XLI, No. 492.
______. 2019. The Best Sharia Finance Institution: Setelah Konversi Bank NTB dan Qanun Aceh. Vol. XLI, No. 496.
______. 2020. Satisfaction, Loyalty, & Engagement (SLE): Serbuan Fintech & Potensi NPL 2020. Vol. XLI, No. 501.
Jeffers, Susan. 2007. Feel the Fear and Do It Anyway: Dynamic Techniques for Turning Fear, Indecision, and Anger Into Power, Action, and Love. Twenth Edition. United Stated: Ballantine Books.
Kajan, Ejub. 2012. Handbook of Research on E-Business Standards and Protocols: Documents, Data and Advanced Web Technologies: Documents, Data and Advanced Web Technologies. First Edition. USA: IGI Global.
Kenett and Shmueli. 2017. Information Quality: The Potential of Data & Analytics to Generate Knowledge. First Edition. Chichester, Swestsussex: John & Sons, inc.
Kharisma, Mala dan Anggraeni, Sita. 2018. Pengaruh Kualitas Layanan BJB Net Terhadap Kepuasan Nasabah Bank BJB Rasuna Said Menggunakan Metode Webqual 4.0. Jurnal TECHNO Nusa Mandiri. Vol. 15, No. 1.
Kotler dan Keller. 2016. Marketing Management Global Edition. Fifteenth Edition. England: Pearson Education.
Leavitt and Shneiderman. 2006. Research-Based Web Design and usability guidelines. Wangshington: Departemen of Healt and Human Services.
McDaniel et.al,. 2001. Pemasaran Buku 2. Edisi Pertama. Jakarta: Salemba Empat.
Monalisa, Siti. 2016. Analisis Kualitas Layanan Website Terhadap Kepuasan Mahasiswa dengan Penerapan Metode Webqual (Studi Kasus: UIN Suska Riau). Jurnal Sains, Teknologi, dan Industri. Vol. 13, No. 2.
Nugroho, Anif K dan Sari, Puspita K. 2016. Analisis Kualitas Website Tokopedia Menggunakan Metode Webqual 4.0. E-Proceeding of Management. Vol. 3, No. 3.
Parasuraman, A., V.A. Zeithaml, and L.L. Berry (1985). A Conceptual Model of Service Quality and Its Implications for Future Research. Journal of Marketing. Vol. 49. No. 4.
Peraturan Otoritas Jasa Keuangan Nomor 38/POJK.03/2016 tentang Penerapan Manajemen Risiko dalam Penggunaan Teknologi Informasi Oleh Bank Umum (accessed on September 12th, 2019).
Rahmayanty. 2010. Manajemen Pelayanan Prima. Cetakan Pertama. Yogyakarta: Graha Ilmu.
Rotchanakitumnuai, Siriluck dan Speece, Mark. 2004. Corporate Customer Perspectives on Business Value of Thai Internet Banking. Journal of Electronic Commerce Research. Vol. 5, No. 4.
Sari, Dian P dan Pangaribuan, Imelda. 2018. Evaluasi Kualitas Website Payment Online Terhadap Kepuasan Pelanggan Menggunakan Webqual 4.0 (Studi Kasus Di PT.X). Jurnal Tata Kelola dan Kerangka Kerja Teknologi Informasi. Vol. 4, No. 2.
Saudi, Teguh dan Charolina, Astri. 2014. Sistem Pusat Data PT Aksara Solopos Surakarta. Jurnal Gaung Informatika. Vol. 7, No. 1.
Shneiderman and Plaisant. 2010. Designing The User Interface: Strategies For Effective Human Computer Interaction. Fifth Edition. Boston: Pearson Higher Education.
Sulistyorini. 2017. Metode Penelitian: Analisis Kausal-Regresi. Semarang: Penerbit Polines.
Syaifullah dan Soemantri, Dicky Oksa. 2016. Pengukuran Kualitas Website Menggunakan Metode Webqual 4.0. Jurnal Rekayasa dan Manajemen Sistem Informasi. Vol. 2, No. 1.
Tansey. 2003. Business, Informatio Technology, and Society :with contribution by Geoffrey Darnton and John Wateridge. First Published. London: Routledge.
Tarigan, Josua. 2008. User Satisfaction Using Webqual Instrument : A Research on Stock Exchange of Thailand (SET). Jurnal Akuntansi dan Keuangan. Vol. 10, No. 1.
Tjiptono dan Chandra. 2016. Service, Quality, and Satisfaction. Fourth edition. Yogyakarta: Penerbit ANDI.
Tri, Basuki. 2016. Analisis Regresi dalam Penelitian Ekonomi & Bisnis: Dilengkapi Aplikasi SPSS&Eviews. Cetakan Pertama. Jakarta: Rajawali Press.
Tuban et al. 2015. Electronic Commerce A Managerial and Social Networks Perspective. Eighth Edition. Switzerland: Springer International Publishing .
Uehling. 2002. Handbook for Designing a Usable Website, Issues of Usability for Website.
Wardhana, Aditya. 2015. Determinan Kualitas Layanan Internet Banking dengan Menggunakan Metode Webqual Versi 4.0 dan Pengaruhnya Terhadap Kepuasan Nasabah Top Brand E-Channel Bank di Indonesia. Jurnal Riset Manajemen (IMAGE). Vol. 4, No. 1.
Wigati, Erni. 2016. Analisis Kualitas Website dan Kepuasan Nasabah Terhadap Website Bank DKI. Jurnal Ilmiah Informatika dan Komputer. Vol. 21, No. 2.
Winarto. 2019. Pengukuran Mutu Aplikasi Web eRapor SMK dengan Metode Webqua (Studi Kasus: SMK Negeri 1 Pacitan). Jurnal Teknologi Informasi. Vol. XIV, No. 1.
Yodi. 2018. Analisis Kualitas Situs Web Batampos Menggunakan Metode WebQual 4.0. Jurnal Rekayasa Sistem dan Teknologi Informasi. Vol. 2, No. 2.
Zainal, VR. 2017. Islamic Marketing Management:Mengembangkan bisnis dengan Hijrah ke Pemasaran Islami Mengikuti Praktik Rasulullah SAW. Cetakan Pertama. Jakarta: Bumi Aksara.
Zakyah, Amalina Maryam. 2019. Kualitas Pelayanan Sistem Informasi Akademik Pada Kepuasan Mahasiswa Menggunakan Metode Webqual 4.0. Jurnal Sistem dan Teknologi Informasi Indonesia (JUSTINDO). Vol. 4, No. 1.
www.btn.co.id accessed on September 6th, 2019.
www.finansialbisnis.com accessed September 6th, 2019.
www.bi.go.id was accessed on September 12th, 2019.
www.ojk.go.id was accessed on September 12th, 2019.
www.webqual.co.uk accessed on September 12th, 2019.
www.apjii.or.id accessed on September 13th , 2019.
www.perbanas.org was accessed on October 11th, 2019.
www.infobanknews.com accessed on October 13th , 2019.
www.isbn.perpusnas.go.id accessed on January 24th , 2020.
www.goodreads.com/quotes was accessed on June 29th , 2020.
Published
2026-02-07
How to Cite
SalsabillaD. I. (2026). AN INFLUENCE ANALYSIS OF WEBSITE SERVICE QUALITY BASED ON WEBQUAL VERSION 4.0 TOWARD CUSTOMER SATISFACTION OF PT BTN (PERSERO) SHARIA SEMARANG BRANCH OFFICE. MISYKAT: Jurnal Ilmu-Ilmu Al-Quran Hadits Syari’ah Dan Tarbiyah, 10(2), 77-94. Retrieved from https://ejurnal.iiq.ac.id/index.php/misykat/article/view/3155
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Articles
