Electronic Theses and Dissertation

Penelitian ini bertujuan untuk menganalisis pengaruh QRIS Convenience dan E- Trust terhadap customer loyalty dengan kepuasan nasabah sebagai variabel mediasi pada nasabah BSI di Banda Aceh. Metode penelitian yang digunakan adalah pendekatan kuantitatif. Data diperoleh melalui penyebaran kuesioner kepada 119 responden dengan teknik non-probability sampling melalui metode purposive sampling. Analisis data dilakukan menggunakan Partial Least Squre-Struktural Equation Model (PLS-SEM) dengan bantuan perangkat lunak SmartPLS 3. Hasil penelitian ini menunjukkan bahwa E-Trust berpengaruh positif dan signifikan terhadap Customer Loyalty, selanjutnya Satisfaction berpengaruh positif dan signifikan terhadap Customer Loyalty, serta QRIS Convenience berpengaruh positif dan signifikan terhadap Satisfaction, Namun, QRIS Convenience tidak berpengaruh signifikan terhadap Customer Loyalty. Hasil pengujian mediasi menunjukkan bahwa Satisfaction mampu memediasi secara penuh pengaruh QRIS Convenience terhadap Customer Loyalty dan memediasi secara parsial pengaruh E-Trust terhadap Customer Loyalty. Temuan ini menunjukkan bahwa peningkatan loyalitas nasabah pengguna QRIS BSI lebih efektif dicapai melalui peningkatan kepuasan dan kepercayaan nasabah terhadap layanan digital yang diberikan.
Kata Kunci: QRIS Convenience, E-Trust, Satisfaction, Customer Loyalty, BSI.

This study aims to analyze the effect of QRIS Convenience and E-Trust on customer loyalty with customer satisfaction as a mediating variable on BSI customers in Banda Aceh. The research method used is a quantitative approach. Data were obtained through distributing questionnaires to 119 respondents with a non- probability sampling technique through a purposive sampling method. Data analysis was carried out using the Partial Least Square-Structural Equation Model (PLS-SEM) with the help of SmartPLS 3 software. The results of this study indicate that E-Trust has a positive and significant effect on Customer Loyalty, Satisfaction has a positive and significant effect on Customer Loyalty, QRIS Convenience has a positive and significant effect on Satisfaction, However, QRIS Convenience does not have a significant effect on Customer Loyalty. The results of the mediation test show that Satisfaction is able to fully mediate the effect of QRIS Convenience on Customer Loyalty and partially mediate the effect of E-Trust on Customer Loyalty. These findings indicate that increasing customer loyalty of BSI QRIS users is more effectively achieved through increasing customer satisfaction and trust in the digital services provided. Keywords: QRIS Convenience, E-Trust, Satisfaction, Customer Loyalty, BSI.