Electronic Theses and Dissertation

ABSTRAK
Di industri perbankan, menetapkan ukuran untuk memuaskan nasabah sangat sulit. Namun, kualitas pelayanan yang diberikan oleh BSI Mobile memainkan peran penting dalam mengukur kinerja Bank. Oleh karena itu, penelitian ini bertujuan untuk menganalisis model PAKSERV dalam mengukur kepuasan pelanggan dan minat beli BSI Mobile di Kota Banda Aceh. Untuk pengambilan sampel, penelitian ini menggunakan teknik Non Probability Sampling dan jenis pengambilan sampel menggunakan purposive sampling dengan jumlah sampel sebanyak 192 responden. Metode pengumpulan data yang digunakan adalah kuesioner (angket), dan teknik analisis data menggunakan metode analisis Structural equation Modeling (SEM) dengan menggunakan Software Analysis of Moment Structure (AMOS) untuk mengetahui pengaruh dari masing-masing variabel yang diusulkan. Dari hasil penelitian ini, ditemukan bahwa Tangibility, Reliability, Sincerity, dan Personalization memiliki kontribusi positif terhadap minat beli nasabah. Sementara itu, Assurance dan Formality tidak berpengaruh terhadap minat beli nasabah. Selain itu, Tangibility, Reliability, Personalization, dan Formality juga berkontribusi positif terhadap kepuasan pelanggan, sementara Assurance dan Sincerity tidak berpengaruh terhadap kepuasan pelanggan. Dalam penelitian ini, juga ditemukan bahwa minat beli berperan sebagai variabel yang memediasi antara Tangibility, Sincerity, Personalization, dan Reliability terhadap kepuasan pelanggan. Namun, minat beli tidak memediasi secara penuh pengaruh Assurance dan Formality terhadap kepuasan pelanggan. Penelitian ini memiliki manfaat untuk bank BSI dalam meningkatkan kualitas pelayanan BSI Mobile di Kota Banda Aceh.
Kata kunci : Kualitas Pelayanan, PAKSERV, Kepuasan Konsumen, Minat Beli.

ABSTRACT In the banking industry, setting a measure to satisfy customers is very difficult. However, the quality of service provided by BSI Mobile plays a crucial role in measuring the performance of the bank. Therefore, this research aims to analyze the PAKSERV model in measuring customer satisfaction and purchase intention of BSI Mobile in Banda Aceh city. For sampling, this research uses Non-Probability Sampling technique and purposive sampling method with a sample size of 192 respondents. The data collection method used is a questionnaire, and the data analysis technique uses Structural equation Modeling (SEM) analysis method with Analysis of Moment Structure (AMOS) software to determine the effect of each proposed variable. From the results of this research, it was found that Tangibility, Reliability, Sincerity, and Personalization have a positive contribution to customer purchase intention. Meanwhile, Assurance and Formality have no effect on customer purchase intention. In addition, Tangibility, Reliability, Personalization, and Formality also have a positive contribution to customer satisfaction, while Assurance and Sincerity have no effect on customer satisfaction. In this research, it was also found that purchase intention acts as a mediating variable between Tangibility, Sincerity, Personalization, and Reliability towards customer satisfaction. However, purchase intention does not fully mediate the influence of Assurance and Formality on customer satisfaction. This research has benefits for BSI bank in improving the quality of BSI Mobile service in Banda Aceh city." Keywords : Service Quality, PAKSERV, Customer Satisfaction, Purchase Intention.