Berdasarkan hasil penelitian dan pembahasan pada bab sebelumnya, maka dapat disimpulkan sebagai berikut :
1. E-service quality berpengaruh positif tidak signifikan terhadap e-satisfaction nasabah Bank Syariah Mandiri KCP Medan Petisah.
2. Pemasaran Relasional berpengaruh positif tidak signifikan terhadap e-satisfaction nasabah Bank Syariah Mandiri KCP Medan Petisah.
3. User Experience berpengaruh positif dan signifikan terhadap e-satisfaction nasabah Bank Syariah Mandiri KCP Medan Petisah.
4. E-service quality berpengaruh positif dan signifikan terhadap User Experience nasabah Bank Syariah Mandiri KCP Medan Petisah.
5. Pemasaran Relasional berpengaruh positif dan signifikan terhadap User Experience nasabah Bank Syariah Mandiri KCP Medan Petisah.
6. E-service quality berpengaruh positif dan signifikan terhadap e-satisfaction nasabah Bank Syariah Mandiri KCP Medan Petisah.
7. Pemasaran Relasional berpengaruh positif dan signifikan terhadap e-satisfaction nasabah Bank Syariah Mandiri KCP Medan Petisah.
5.2 Saran
1. Bagi Perusahaan
Dalam meningkatkan kinerja Bank Syariah Mandiri, beberapa saran yang dijadikan tindak lanjut adalah sebagai berikut :
a. E-service quality
Bank Syariah Mandiri selalu meningkatkan kualitas pelayanan perbankan digital mereka yaitu aplikasi Mandiri Syariah Mobile, dengan harapan keluhan-keluhan dari nasabah dijadikan sebagai masukan dalam memperbahurui aplikasi digital.
b. Pemasaran Relasional
Bank Syariah Mandiri harus selalu melakukan inovasi dalam melakukan pemasaran relasional di zaman digital ini sehingga tidak terpaku pada pemasaran yang monoton. Selalu memberikan pemasaran dan informasi untuk nasabah yang terbaik dalam digital maupun secara langsung.
c. E-satisfation
Bank Syariah Mandiri selalu tetap menjaga kualitas dan sistem pemasaran mereka yang akhirnya akan berimbas terhadap kepuasan nasabah baik terhadap aplikasi maupun kepada Bank Syariah Mandiri secara tidak langsung.
d. User Experience
Bank Syariah Mandiri tetap memberikan pengalaman perbankan terbaik kepada nasabah sehingga tetap menjadi nasabah yang loyal tanpa berpindah ke bank Syariah lain.
2. Bagi Peneliti Selanjutnya
Disarankan pada penelitian selanjutnya dapat meneliti pada variabel lain di Bank Syariah Mandiri diluar variabel di penelitian ini.
109
Aditya, D. J. 2015. Analisis pengaruh Kepercayaan, Persepsi Manfaat Dan Harga Terhadap Niat Beli Ulang Online Pada Produk Pakaian (Studi Kasus Pengguna Facebook di Kota Pontianak). Jurnal Manajemen Update, 4(3), hal. 1-11.
Adzania, Ilza Ajrin. 2015. Pengaruh Kualitas Harga dan Kualitas Produk terhadap Kepuasan Pembelian pada Produk Samsung Galaxy Young S 6310. Jurnal Eprints UMS, 2015.
Ahmad, Asad, Obaidur Rahman, Mohammed Naved Khan. 2017. Exploring the Role of website quality and Hedonism in the Formation of -satisfaction and e-loyalty: Evidence from Internet users in India. Journal of Research in Interactive Marketing Vol. 11 No. 3, 2017 pp. 246-267.
Al-Hawari, M. A. A. (2014). Does customer sociability matter? Differences in e quality, e-satisfaction, and e-loyalty between introvert and extravert online banking users. Journal of Services Marketing, 28(7), 538–546.
AliKhan, Mukaram and Syed Sohaib Zubair. 2019. An Assessment of E-Service Quality, E-Satisfaction and E-Loyalty, Case of Online hopping in Pakistan.
South Asian Journal of Business Studies Vol. 8 No. 3, 2019 pp. 283-302.
Amin, et al. 2015. Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan dan Dampkanya Pada Loyalitas Pelanggan. Jurnal Administrasi Bisnis, Vol. 17 No 1 Desember 2015.
Amin, Muslim. 2016. Internet Banking Service Quality and its Implication on Customer Satisfaction and E-Customer Loyalty. International Journal of Bank Marketing Vol. 34 No. 3, 2016 pp. 280-306.
Amoako, George Kofi et al. 2018. Relationship marketing and customer satisfaction in the Ghanaian hospitality industry. Journal of Hospitality and Tourism Insights Vol. 2 No. 4, 2018 pp. 326-340 DOI 10.1108/JHTI-07 2018-0039.
Anggraeni, N. M. S., dan Yasa, N. N. K. (2012). E-service quality terhadap kepuasan dan loyalitas pelanggan dalam penggunaan internet banking.
Jurnal Keuangan dan Perbankan, 16(2), 293–306.
Service Quality and Customer Relationship. International Journal of Bank Marketing. Vol.35 No.7.
Asbisindo.or.id
Ashari, Dhevina Dwi., Tri Indra Wijaksana. 2016. The Influence Of Relationship Marketing Toward Customer Loyalty Through Customer Satisfaction (Research At Cv. Berkah Mandiri Surakarta Central Java).
Ayo, Charles K. and Aderonke Atinuke Oni. 2016. E-Banking Users’ Behaviour: e service quality, attitude, and customer satisfaction. International Journal of Bank Marketing Vol. 34 No. 3, 2016 pp. 347-36.
Aziati, Yusrina. 2020. Analisis Pengaruh User Experience Terhadap Kepuasan Pengguna Mobile Applicatione-Commerce Shopee Menggunakan Model Delone & Mclean. Universitas Islam Negeri Syarif Hidayatullah Jakarta.
Bedman Narteh. 2017. Service Quality and Customer Satisfaction in Ghanaian Retail Banks : The Moderating Role of Price. International Journal Of Bank Marketing(2017).
Boon Sakun. 2015. Managing Self-Service Technology Service Quality to Enhance E-Satisfaction. International Journal of Quality and Service Sciences 1756-669X.
Boulanouar, Zakaria. 2020. An Analysis of the SME–Bank Match Made in Heaven:
the case of New Zealand main Banks and their Relationship-Managed SMEs. Qualitative Research in Financial Markets.
Brun, Isabelle. 2013. E-Relationship Marketing: a Cognitive Mapping Introspection in the Banking Sector. European Journal of Marketing Vol.
48 No. 3/4, pp. 572-594.
Butt, Muhammad M., Muhammad Aftab. 2013. Incorporating attitude towards Halal banking in an integrated service quality, satisfaction, trust and loyalty model in online Islamic banking context. International Journal of Bank Marketing 0265-2323.
Quality Terhadap E-Satisfaction Dan E- Loyalty Nasabah Pengguna Mandiri Online. Jurnal Profit Volume. 14 No. 1 2020.
Buttle, Francis and Maklan, Stan. 2015. Customer Relationship Management:
Concept and Technologies. Third Edition Published 2015 by Routledge 2 Park Square, Milton Park, Abigdon, Oxon OX14 4RN.
Charles, K. (2016). E-banking users behaviour: e-service quality. International Journal of Bank Marketing Vol.14.
Chase, Richard B., F. Robert Jacobs, Nicholas J. Aquilano. (2006). Operations management for competitive advantage 11 th edition. Universitas Indiana:
McGraw-Hill/Irwin.
Chung, KH. and JI. Shin. 2010. The Antecedents and Consequents of Relationship Quality in Internet Shopping. Asia Pacific Journal of Marketing and Logistics. 22 (4). 473-491.
Demirci, Merve Hatice. 2020. User Experience over Time with Personal Assistants of Mobile Banking Application in Turkey. International Intelligent Human Systems Integration 2020 pp 646-652.
Dewi, Rizki., Sinta Siregar, Edward H. 2018. Analisis User Experience Terhadap Kepuasan Konsumen pada Penggunaan Aplikasi PAyTren di Jabodetabek.
Library IPB.
Dipa Mulia, Hardius, Novia. 2020. The Role of Customer Intimacy in Increasing Islamic Bank Customer Loyalty in Using E-Banking and M-Banking.
Journal of Islamic Marketing Emerald Publishing Limited 1759-0833.
Dube, A. and Helkkula, A. (2015), “Service experiences beyond the direct use:
indirect customer use experiences of smartphone apps”, Journal of Service Management, Vol. 26 No. 2, pp. 224-248.
Fanny, Oktha, Muslim dan Siregar, Mariana R.A. 2020. Hubungan Kualitas Pelayanan Keluhan Dengan Kepuasan Pelanggan. Jurnal Ilmu Komunikasi FISIB Universitas Pakuan Bogor. Volume 2 No. 1 Tahun 2020 ISSN 2656 8306.
dimensions in banking”, The International Journal of Bank Marketing, Vol.
29 No. 2, pp. 168-189.
Garrett, J. L., Rodermund, R., Anderson, N., Berkowitz, S., & Robb, C. A. (2014).
Adoption of Mobile Payment Technology by Consumers. Family and Consumer Sciences Research Journal.
Ghozali, 2014. Aplikasi analisis Multivariate dengan Program SPSS. Badan Penerbit UNDIP, Semarang.
Hair, Joseph.F., et all. 2017. Essentials of Marketing Research. 4th. Ed. McGraw-Hill Education, 2 Penn Plaza, New York, NY 10121.
Hair, J.F., M. Sarstedt, C.M. Ringle, and J.A. Mena. 2012. An Assessment of the use of Partial Least Squares Structural Equation Modeling in Marketing Research. Journal of the Academy of Marketing Science.
Hapsara, Radityo Febri. 2015. Pengaruh Kegunaan, Kemudahan, Resiko Dan Kepercayaan Terhadap Penggunaan Mobile Banking. Fakultas Ekonomi Dan Bisnis Universitas Muhammadiyah Surakarta.
Hasman HCP, Ginting P, Rini ES. 2019. The Influence of Service Quality on E-Satisfaction and its Impact on Repurchase Intention in Using E-Commerce Applications on Students of Universitas Sumatera Utara. 2019; 6(10):299-307.
Helvinasari Nasution, Amrin Fauzi, Endang Sulistya Rini. 2019. The Effect of E-Service Quality on E-Loyalty through E-Satisfaction on Students of ovo Application users at the Faculty of Economics and Business, University of North Sumatra, Indonesia. European Journal of Management and Marketing Studies Vol.4 Issue.1.
Intanny,Vieka Aprilya., Inasari Widiyastuti., Maria Dolorosa Kusuma Perdani.
2018. Measuring Usability and User Experience of The Marketplace of Jogjaplaza.id Using UEQ and USE Questionnaire. Jurnal Pekommas, Vol.
3 No. 2.
Jaakkola, E., Helkkula, A. and Aarikka-Stenroos, L. (2015), “Service experience co-creation: conceptualization, implications, and future research directions”, Journal of Service Management, Vol. 26 No. 2, pp. 182-205.
Intention in Platform Online Retailing: An Empirical Investigation. AIS Electronic Library WHICEB 2015 Proceedings.
Katsikeas, Constantine. 2019. Revisiting International Marketing Strategy in a Digital era. International Marketing Review Vol. 37 No. 3, pp. 405 424.
Kim, J. H., & Kim, C. (2010). E-service quality perceptions: A cross-cultural comparison of american and Korean consumers. Journal of Research in Interactive Marketing, 4(3), 257–275.
King, Brett. 2020. Bank 4.0, Perbankan dimana saja dan kapan saja, tidak perlu bank. Mahaka publishing (inprint Republika Penerbit). Jakarta: Indonesia.
Komulainen, Hanna and Saila Saraniemi. 2018. Customer Centricity in Mobile Banking: a Customer Experience Perspective. International Journal of Bank Marketing Vol. 37 No. 5, pp. 1082-1102.
Kotler, P., and Keller, K. L. (2016). Principles of Marketing (15th ed.). New Jersey: Pearson Education, Inc.
Kotler, Philip and Gary Amstrong. (2016). Prinsip-prinsip Pemasaran. Edisi13. Jilid 1. Jakarta: Erlangga.
Kotler, Philip and Armstrong. 2018. Prinsip-Prinsip Pemasaran (Terjemahan:
Damos Sihombing), Jakarta: Erlangga.
Lebdaoui, Chetioui. 2020. CRM, E-Service Quality and Organizational Performance in the Banking Industry : Study of Conventional and Islamic Banks. International Journal of Bank Marketing Vol.38 No.5, 2020.
Liang, C.-J. and Chen, H.-J. (2009), “How to lengthen, deepen and broaden customer-firm relationships with online financial services?”, Journal of Financial Services Marketing, Vol. 14 No. 3, pp. 218-231.
Lin. 2012. An empirical investigation of mobile banking adoption: the effect of innovation attributes and knowledge-based trust, International Journal of Information Management.
Magdalena, Agnesia dan Ferry Jaolis. 2018. Analisis Antara E-Service Quality, E Satisfaction, Dan E-Loyalty Dalam Konteks E-Commerce Blibli. Jurnal
Indonesia.
Malhotra, Naresh. K., D.F. Birks, and P. Wills. 2017. Marketing research: An Applied Approach. 5th ed. London: Pearson Education.
Mbama, Cajetan Ikechukwu et al., 2018. JRIM 12,4 Digital Banking, Customer Experience and Financial Performance: UK Bank Managers’ Perceptions.
Journal of Research in Interactive Marketing. Vol. 12 No. 4, 2018 pp. 432 451.
Mbama, Cajetan I and Ezepue, Patrick O. 2018. Digital Banking Customer Experience and Bank Financial Performance: UK Customer’ Perceptions.
International Journal of Bank Marketing Vol.35 pp. 858-877.
Mostafa, Rania B. 2020. Mobile Banking Service Quality: A New Avenue for Customer Value Co-Creation. International Journal of Bank Marketing Vol. 38 No. 5, 2020 pp. 1107-1132.
Mullan, J., Bradley, L. and Loane, S. (2017), “Bank adoption of mobile banking:
stakeholder perspective”, International Journal of Bank Marketing, Vol. 35 No. 7, pp. 1154-1174.
Narteh, Bedman. 2017. Service Quality and Customer Satisfaction in Ghanaian Retail Banks: The Moderating Role of Price. International Journal of Bank Marketing Vol. 36 No. 1, pp. 68-88.
Nofinawati. 2015. Perkembangan Perbankan Syariah Di Indonesia. JURIS Volume 14, Nomor 2 (Juli-Desember 2015).
Ojiaku, Obinna C, Aghara, Vincent O and Ezeoke, Obianuju L. 2017. Effect of Relationaship Marketing and Relationship Marketing Programs on Customer Loyalty. International Journal of Business and Management Review Vol.5 No.5 pp 58-71.
Oliver. (2014). Satisfaction : A Behavioural Perspective on the consumer. 2nd ed.
M.E.sharpe, Inc. New York.
Parise, Guinan and Kafka. 2016. Solving the Crisis of Immediacy : How Digital Technology can Transform the Customer Experience. Journal Elsevier Business Vo.59 No.4 pp 411-420.
the future. Journal of Services Marketing, 31(1), 11–15.
Prisanti Mega Della, Imam Suyadi, Zainul Arifin. (2017). Pengaruh E-Service Quality dan E-Trus Terhadap E-Customer Satisfaction Serta Implikasinya Terhadap E-Customer Loyalty. Jurnal of Business Study, vol 2 no 1, 19-38.
Purnomo, Anang., Ardiansyah. 2018. Pengembangan user experience dan user interface aplikasi ibeauty berbasis android. Jurnal Teknik Informatika.
2018.
Putra, I Wayan Alit Mahendra, Made Wardana, I Putu Gede Sukaatmadja. 2016.
Pengaruh E-Servqual Terhadap Customer Satisfaction, Trust, Dan Word Of Mouth Peserta Bpjs Ketenagakerjaan. E-Jurnal Ekonomi dan Bisnis Universitas Udayana 5.11 (2016): 3647-3682.
Raharjo, Santoso Tri. 2013. Relasi Dinamis Antara Perusahaan Dengan Masyarakat Lokal. UNPAD PRESS. ISBN: 978-602-9238-49-5.
Raza, S.A and Umer. 2020. Internet Banking Service Quality, E-Satisfaction and Loyalty : Modified E-Serqual model. International Journal Management Emerald Insight 2020.
Rose, S., Clark M., Samouel, P., and Hair, N. 2012. Online Customers Experience in e-Retailing: An Empirical Model of Antecendent and Outcomes. Journal of Retailing,88 (2), pp. 308-322.
Sahoo, D. and Pillai, S. (2017), “Role of mobile banking servicescape on customer attitude and engagement: an empirical investigation in India”, International Journal of Bank Marketing, Vol. 35 No. 7, pp. 1115-1132.
San,W.H, Von W.Y and Qureshi M.I. 2020. The Impact of E-Service Quality on Customer Satsfaction in Malaysia. Journal of Marketing Vol. 3, 2020.
Sarandang, Gabriel., Agus Supandi Soegoto, Imelda Ogi. 2014. Pemasaran Relasional, Kualitas Produk, Dan Harga Terhadap kepuasan Konsumen Produk Mie Steven pada Ud. Sehati. Jurnal Emba, Vol.2 No.3 September 2014.
Sari, Nita P. 2019. The Influence of Prices Promotion and E-Service Quality on Customer Repurchase Intention of Traveloka. Journal Business Semantic Scholar 2019.
Sekaran, Uma dan Roger Bougie, (2017), Metode Penelitian untuk Bisnis:
Pendekatan Pengembangan-Keahlian, Edisi 6, Buku 1, Cetakan Kedua, Salemba Empat, Jakarta Selatan 12610.
Shared, Hany.A. 2019. The Relationship between Service Quality and E-Customer Satisfaction: An Empericial Study in Egyptian Banks.
International Journal of Business and Management Vol. 14 No. 5, 2019.
Sheng, Tianxiang dan Chunlin Liu, 2010, ‘An empirical study on the effect ofeservice quality on online customer satisfaction and loyalty’, Nankai Business Review International, Vol. 1 No. 3, 2010, hal. 273-283.
Sheth, J.N. (2017). The future evolution of relationship marketing. In Morgan, R.M., Pa-rush, J.T. and Deitz, G. (Eds), Handbook on Research in Relationship Marketing.
Siebenhandl, K., Schreder, G., Smuc, M., Mayr, E., & Nagl, M. 2013. A usercentered design approach to self service ticket vending machines. IEEE, 56(2).
Shinta, Sekaring Wijiutami. 2018. Pengaruh Service Quality terhadap E-Satisfaction. Proceedings Journal of Management.
Situmorang, Syafrizal Helmi dan Hardi Mulyono. 2019. Service Marketing.
Yayasan Al-hayat. Medan: Indonesia.
Suandana, N. P. W., Rahyuda, K., & Yasa, N. N. K. (2016). Pengaruh Pengalaman Membeli Produk Fashion Terhadap Niat Membeli Kembali Melalui Kepuasan dan Kepercayaan Pelanggan. Jurnal Manajemen, Strategi Bisnis Dan Kewirausahaan, 10(1), 85–97.
Sutanto. 2020. Pengaruh E-Service Quality terhadap Customer Loyalty dengan User Experience sebagai Variabel Moderasi Pada Penggunaan Aplikasi Go-Jek Di Surabaya.
Tariq and Mahmood. 2013. A Review of E-Service Quality Dimensions in User Satisfaction. 3rd International Conference on Research and Innovation in Information Systems – 2013 (ICRIIS’13).
Tjiptono, Fandy. (2015). Strategi Pemasaran, Edisi 4, Penerbit Andi, Yogyakarta.
Penerbit ANDI.
Tung, Hsuan Liu. 2012. Effect of E-Service Quality on Customer Online Repurchase Intentions. Journal Proquest ILC 2012.
Varshneya, G., Das, G. and Khare, A. (2017), “Experiential value: a review and future directions”, Marketing Intelligence and Planning, Vol. 35 No. 3, pp.339-357.
Wang, May and Stella Cho. 2016. The impact of personalization and compatibility with past experience on e-banking usage. International Journal of Bank Marketing Vol. 35 No. 1.
Widjaja. 2016. Pengaruh Pemasaran Relational Terhadap Customer Loyalty Dan User Experience Sebagai Variabel Intervening Pada Fuboru Indonesia.
Manajemen Pemasaran 2016.
Wijayanti, Oktavia Abriana. 2016. Pengaruh Citra Merek dan Pemasaran Relasional terhadap Kepuasan Pelanggan dalam Meningkatkan Loyalitas Pelanggan.
Winter D., Schrepp M., Thomaschewski J. 2015. Faktoren der User Experience - systematische Übersicht über produktrelevante UX-Qualitätsaspekte. In:
Endmann A., Fischer H., Krökel M., editors. DE GRUYTER 2015.
Wiwoho, Jamal. 2014. Peran Lembaga Keuangan Bank Dan Lembaga Keuangan Bukan Bank Dalam Memberikan Distribusi Keadilan Bagi Masyarakat.
Jurnal Masalah-masalah Hukum: MMH, Jilid 43 No. 1 Januari 2014.
www.bsmnet.syariahmandiri.co.id.
Yulianti, Marlita. 2017. Pengaruh User Experience Terhadap Customer Satisfaction Pada Pengguna Operator Seluler Di Indonesia. Universitas Telkom, (Manajemen Bisnis Telekomunikasi & Informatika).
Zhou, T., Li, H. and Zhang (2019), “The effect of flow experience on mobile SNS users’ loyalty”, Industrial Management & Data Systems, Vol. 110.
Zavareh, Farnaz Beheshti et al., 2012. E-Service Quality Dimensions and Their Effects on E- Customer Satisfaction in Internet Banking Services. The 2012 International Conference on Asia Pacific Business Innovation and Technology Management.
Zeithaml, V. A and Bitner, M. J (2013). Service Marketing : Integrating Cusromer Focus Across the Firm. New York-Hill.
Zeithaml, V. Parasuraman, A. and L. Berry L. 2017. “Problems and Strategies in Services Marketing”. Jurnal of Marketing Vol. 49.