PENGARUH KUALITAS LAYANAN, KENYAMANAN SISTEM, DAN KETIDAKPASTIAN PEMBELIAN TERHADAP RETENSI PELANGGAN PADA LAYANAN LAKU PANDAI (BRILink)

Maharani, Nadya Putri (2026) PENGARUH KUALITAS LAYANAN, KENYAMANAN SISTEM, DAN KETIDAKPASTIAN PEMBELIAN TERHADAP RETENSI PELANGGAN PADA LAYANAN LAKU PANDAI (BRILink). Skripsi thesis, Universitas BPD.

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Abstract

Digital technology development drives the Financial Services Without Office in the Framework of Financial Inclusion (Laku Pandai) program by OJK, but customer retention challenges arise from low service quality, suboptimal system convenience, and purchase uncertainty such as transaction risks. This study uses SERVQUAL theory for service quality, Technology Acceptance Model (TAM) for system convenience, and purchase uncertainty concept. Quantitative method with BRILink users population in Semarang City, 100 respondents sample via purposive sampling, and data collected through Google Form questionnaire analyzed with PLS-SEM. Results show service quality has positive significant effect on retention, system convenience is insignificant, while purchase uncertainty has negative significant effect. This research provides insights to enhance retention in digital banking services.

Item Type: Thesis (Skripsi)
Subjects: H Social Sciences > H Social Sciences (General)
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Depositing User: Wisudawan S1
Date Deposited: 20 Mar 2026 09:02
Last Modified: 20 Mar 2026 09:02
URI: http://eprints.stiebankbpdjateng.ac.id/id/eprint/3157

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