期刊名称：Journal of Theoretical and Applied Information Technology
印刷版ISSN：1992-8645
电子版ISSN：1817-3195
出版年度：2021
卷号：99
期号：11
语种：English
出版社：Journal of Theoretical and Applied
摘要：Digital loan is one of the data processing methods, be it processing loan documents and information online via the internet, wireless, and other telecommunication systems without credit customers having to come to bank branches to make the desired credit application. PT BANK XYZ is a company engaged in banking in Indonesia. As a growing banking company with more than 400 branches throughout Indonesia and one of PT Bank XYZ's missions is to expand the office network for market penetration and financing in consumer centers, SME and corporate scale business sectors as well as increasing the level of competition among Indonesian banking companies, PT Bank XYZ developed digital loan technology in 2017 specifically for distribution of micro credit products. Customer satisfaction and loyalty are very important aspects for banks to win the competition in the digital market and retain existing customers in this technological era. The problem is, it is not high enough to meet the criteria for the best digital loan services to provide satisfaction to customers who apply for loans through digital loan applications. The purpose of this study was to determine the influence of factors, namely Perceived Ease of Use, Perceived Usefulness, Perceived Risk, Perceived Service Quality, Perceived Functional Quality, Perceived Customer Experience, Brand Image and Digital Innovation on customer satisfaction and loyalty on digital loans. at PT. XYZ Bank. In this study, to analyze the factors that affect customer satisfaction and loyalty of digital loans at PT Bank XYZ, the researcher used a modified model of the Technology Acceptance Model (TAM). This type of research is quantitative research. 100 questionnaires were successfully collected from customers using the Digital Loan Application at PT Bank XYZ. The author analyzes the data collected using Partial Least Squares (PLS-SEM). PLS was chosen as the methodology for this study. The expected results of this research are factors, namely Perceived Ease of Use, Perceived Usefulness, Perceived Risk, Perceived Service Quality, Perceived Functional Quality, Perceived Customer Experience, Brand Image and Digital Innovation whether it affects customer satisfaction and loyalty and how much influence to satisfaction. towards customer loyalty in applying for digital loans at PT Bank XYZ. This research is expected to help PT Bank XYZ to improve and innovate services in the field of digital loans and make better service improvements so that customer satisfaction and loyalty can always increase.
关键词：Banking Industry;Brand Image;Digital Loan;Digital Innovation;Perceived Ease of Use;Perceived Customer Experience;Perceived Functional Quality;Perceived Risk;Perceived Service Quality;Perceived Usefulness;Satisfaction;Loyalty;Technology Acceptance Model (TA
