PENGARUH ONLINE TRANSACTION EXPERIENCE DAN TRUST TERHADAP KEPUASAN DAN LOYALITAS NASABAH PENGGUNA BSI MOBILE BANK SYARIAH INDONESIA KC MAKASSAR VETERAN

Abstract

This study aims to determine and analyze the effect of Online Transaction Experience on customer satisfaction and loyalty using BSI Mobile, the effect of Trust on customer satisfaction and loyalty using BSI Mobile Bank Syariah Indonesia Kc Makassar Veteran. In this study the authors used a quantitative approach using validity and reliability tests, classical assumption tests, autocorrelation tests and hypothesis testing. The data used comes from two sources, namely external and internal data. External data is obtained from the data provider's website that supports this research, while internal data is obtained from the data collection process by distributing questionnaires. In this study, the population is the customer who uses BSI Mobile, the Indonesian Islamic bank Kc Makassar Veteran, with the sampling technique carried out by means of simple random sampling. Determination of the sample using the Slovin formula or a formula to calculate the minimum number of samples with a sample size of 100 respondents. The results showed that online transaction experience has a significant positive effect on the Customer Satisfaction variable, online transaction experience has no significant positive effect on the Customer Loyalty variable, Trust has a significant positive effect on the Customer Satisfaction variable, Trust has a significant positive effect on the Customer Loyalty variable.