Pengalaman Pelanggan, Nilai Yang Dirasakan Dan Keterlibatan Pelanggan Terhadap Kepercayaan Pengguna Seabank di Bandung
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May 3, 2025
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Abstract
Saat ini layanan perbankan semakin popular di Indonesia, salah satunya adalah SeaBank yang menjadi bank digital yang dimintai oleh masyarakat. Penelitian ini bertujuan untuk mengetahui pengaruh pengalaman pelanggan, nilai yang dirasakan dan keterlibatan pelanggan terhadap kepercayaan pelanggan pada pengguna Seabank di Kota Bandung. Metode penitian ini adalah metode kuantitatif dengan teknik Nonprobability Sampling. Analsis data dengan deskriptif dan regresi linier berganda. Hasil analisis deskriptif menunjukkan pengalaman pelanggan, nilai yang dirasakan dan keterlibatan pelanggan serta kepercayaan pelanggan berada dalam kategori sangat baik. Penelian menunjukkan pengalaman pelanggan, nilai yang dirasakan dan keterlibatan pelanggan adanya pengaruh secara simultan dan signifikan 53,2 persen dan 46,8 persen di perngaruhi variabel diluar penelitian.
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This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
LPPM Politeknik Piksi Ganesha Indonesia
How to Cite
Hasbi, I., & Djorgi, R. M. (2025). Pengalaman Pelanggan, Nilai Yang Dirasakan Dan Keterlibatan Pelanggan Terhadap Kepercayaan Pengguna Seabank di Bandung. Jurnal E-Bis, 9(1), 234-251. https://doi.org/10.37339/e-bis.v9i1.1904
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Bahri, S. (2018). metodelogi penelitian bisnis. CV.ANDI OFFSET.
Boonlertvanich, K. (2019). Service quality, satisfaction, trust, and loyalty: the moderating role of main-bank and wealth status. International Journal of Bank Marketing, 37(1), 278–302. https://doi.org/10.1108/IJBM-02-2018-0021
Brown, T. J., & Wilson, S. (2021). The Dominant Role of Brand Reputation in Building Customer Trust in Digital Banking. Journal of Digital Marketing, 15(3)(112–127).
Finansial Bisnis. (2023). 5 Bank digital terbesar di Indonesia, Seabank teratas. https://finansial.bisnis.com/read/20230714/90/1674858/5-bank-digital-terbesar-di-indonesia-seabank-
Firmansyah, M. A. (2023). Pemasaran Produk dan Merek: Planning & Strategy. Penerbit Qiara Media.
Hariyono, A. B., et al. (2022). Customer Engagement Strategies for Modern Brands. Journal of Brand Management, 30(2)(165–182).
Hidayatullah, M. Z., & Hidayah, R. T. (2023). IMPACT OF E-SERVICE QUALITY AND CUSTOMER VALUE ON CUSTOMER SATISFACTION ON POSAJA! APPLICATION. Jurnal Ekonomi, 12(3)(2055–2063).
Holmlund, M., Vaerenbergh, Y. Van, Ciuchita, R., Ravald, A., Sarantopoulos, P., Villarroel, F., & Zaki, M. (2020). Customer experience management in the age of big data analytics : A strategic framework. Journal of Business Research, 116(February), 356–365. https://doi.org/10.1016/j.jbusres.2020.01.022
Islam, J. U., Shahid, S., Rasool, A., Rahman, Z., Khan, I., & Rather, R. A. (2020). Impact of website attributes on customer engagement in banking: a solicitation of stimulus-organism-response theory. International Journal of Bank Marketing, 38(6)(1279-1303.).
Kasmir. (2022). Pengantar Metodologi Penelitian. RAJAWALI PERS.
Miao, M., Jalees, T., Zaman, S. I., Khan, S., Hanif, N. ul A., & Javed, M. K. (2022). The influence of e-customer satisfaction, e-trust and perceived value on consumer’s repurchase intention in B2C e-commerce segment. Asia Pacific Journal of Marketing and Logistics, 34(10), 2184–2206. https://doi.org/10.1108/APJML-03-2021-0221
Naumann, K., Bowden, J., & Gabbott, M. (2020). Expanding customer engagement: the role of negative engagement, dual valences and contexts. European Journal of Marketing, 54(7), 1469–1499. https://doi.org/10.1108/EJM-07-2017-0464
Nugraha, M. H., & Mandala, K. (2020). The Role of Perceived Value in Mediating the Effect of Service Quality on Customer Trust. American Journal of Humanities and Social Sciences Research, 6, 272–281. www.ajhssr.com
Oktaviani, I. (2023). Pengaruh Service Quality Dan Perceived Value Terhadap Customer Satisfaction Melalui Trust Sebagai Variabel Mediasi Pada Layanan Gofood. Dalam Bentuk Buku Karya Ilmiah.
Permana, S.A.S & Hasbi, I. (2023). Pengaruh Pengalaman Konsumen Dan Kualitaspelayanan Terhadap Kepercayaan Pelanggancoffeeshop Kopitagram bandung.
Pratama, R. A., & Artadita, S. (2023). Pengaruh E-Service Quality Dan Customer Experience Terhadap Customer Satisfaction Pada Mahasiswa Pengguna Link Aja Di Telkom The Effect Of E-Service Quality And Customer Experience On Customer Satisfaction On Students Using Link Aja At Telkom University. 10(3), 1624–1632.
Smith, P. R., & Zook, Z. (2024). Marketing communications: Integrating online and offline, customer engagement and digital technologies. Kogan Page Publishers.
Wulandari, A. T., & Madiawati, P. N. (2023). Pengaruh Service Recovery Dan Perceived Value Terhadap Customer Loyalty Melalui Customer Satisfaction Sebagai Variabel Intervening (Studi Kasus Pada Pt Kai Daop Ii Bandung). EProceedings of Management, 10(5).