The Effect of Branding Quality and Service Quality on Customer Satisfaction through Financial Technology (FinTech) at PT. WOM Finance Branch Rantauprapat

Fani Pramaswari, Ade Parlaungan Nasution, Siti Lam’ah Nasution

Abstract


In today's digital era, service companies are competing to improve the quality of their companies. By providing good service to make it easier for consumers to be more loyal, one form of strategy that is currently being carried out by service companies. PT WOM Finance provides a much better service to further increase consumer loyalty to the company through Financial Technology (Fintech), which currently WOM Finance is much better for its branding. The influence of quality is what will make it easier for them to get maximum results every month. This research was conducted by means of the Normality assessment test with five variables of Branding Quality, Service Quality, Customer Satisfaction, and the Intervening Fintech Variable with the number of respondents as many as 150 customers. The results of this study indicate that partially the quality of branding, service quality on customer satisfaction through financial technology has a significant effect on customer participation by increasing the company's profit.


Keywords


branding quality; service quality; customer satisfaction; fintech

Full Text:

PDF

References


Aditya Arta, M. H. (n.d.). Analisis Penetapan Strategi Bisnis Dan Posisi Persaingan Pt. Wom Finance Jakarta, 99 -117.

Apriansyah, R. (2019). Eko dan Bisnis: Riau Economic. Pengaruh Strategi Pemasaran Dan Pelayanan Penjualan Terhadap Kepuasan Pelanggan Pada Pt. Wom Finance Kecamatan Pasir, https://ekobis.stieriau-akbar.ac.id/index.php/Ekobis/article/view/201.

Aryani, D. (2010). Jurnal Ilmu Administrasi dan Organisasi. Pengaruh kualitas layanan terhadap kepuasan pelanggan dalam membentuk loyalitas pelanggan, 114-126.

Chusnah, K. T. (2020). Pengaruh Kemudahan Dan Keamanan Terhadap Kepuasan Konsumen Fintech, 1-9.

Dyah Retno Maftukhah, I. (2017). Vol. 6. Pengaruh Kualitas Layanan, Citra Merk Dan Inovasi Layanan Terhadap Kepuasan Pasien Rawat Inap Pada Rs Keluarga Sehat Di Kab Pati, 76-82 .

Entaresmen, R. A. (2017). Jurnal Manajemen dan Pemasaran Jasa. Strategi Pemasaran Terhadap Penjualan Produk Tabungan Ib Hasanah Di Pt. Bank Negara Indonesia Syariah Kantor Cabang Jakarta Barat, 53.

Gede Marendra, I. (2018). Pengaruh Bauran Pemasaran (Produk, Harga, Lokasi Dan Promosi) Terhadap Keputusan Pembelian Konsumen Di Minimarket (Alfamart Atau Indomaret), 2598-823.

Harahap, I., Nasution, Y.S.J., and Chairina. (2021). Analysis of Muslim Customer Loyalty Shopping for Fashion in the Traditional Inpres I Market in Kisaran. Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 4 (1): 28-38.

Komariah, N. R. (2016). Record and Library Journal. Emotional Branding sebagai Upaya Pengembangan Kualitas Layanan Perpustakaan untuk Meningkatkan Penggunaan Perpustakaan, 188-197.

Kusuma, E. C. (2018). Jurnal Bisnis dan Manajemen. Pengaruh Nilai Yang Diterima Pelanggan Dan Kualitas Pelayanan Terhadap Loyalitas Pelanggan : Kepuasan Pelanggan Sebagai Mediator Dan Gender Sebagai Moderator, 42-50.

Kusumadewi, R.N., Karyono, O. (2019). Impact of Service Quality and Service Innovations on Competitive Advantage in Retailing. Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 2, (2): 366-374.

Mohamad Rizan, F. A. (2011). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan (Survei Pelanggan Suzuki, Dealer Fatmawati, Jakarta Selatan).

Mois, F. A. (2020). Pengaruh strategi pemasaran terhadap niat pembelian ulang melalui kepuasan konsumen pada fintech syariah.

Oliver, J. (2013). Vol.53. Journal of Chemical Information and Modeling, 1689-1699.

Permana, M. V. (2013). Peningkatan Kepuasan Pelanggan Melalui Kualitas Produk Dan Kualitas Layanan, 115-131.

Purnomo, A. (2018). Jurnal Jibeka Volume 12. Digital Marketing Terhadap Loyalitas Pelanggan ( Studi pada Pelanggan Kedai Hj . S Jl . Kesumba Kota Malang ), 1-8.

Putra, Y. A. (2020). Implementasi Komunikasi Pemasaran Dalam Mempertahankan Hubungan Pelanggan Di PT . WOM Finance .

Rohmaningtyas, M. N. (2016). New Scientist Vol. 165. Pengaruh Brand Image, Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Di Lembaga Keuangan Mikro Syariah, 57.

Rosinta, D. A. (2010). Program Studi Ilmu Administrasi Departemen FISIP, Universitas Indonesia. Pengaruh Kualitas Layanan terhadap Kepuasan Pelanggan dalam Membentuk Loyalitas Pelanggan.

Sari, N. P. (2019). Analitika : Jurnal Magister Psikologi UMA Vol. 11. Layanan dan emotional branding airlines customer loyalty reviewed from service quality and emotional branding, 98-103.

Siregar, Z. M. E., Suryana, Ahman, E., & Senen, S. H. (2019). Does knowledge management enhance innovation: A literature review. International Journal of Scientific and Technology Research, 8(9), 1991–1994.

Siregar, Z. M. E., Syahputra, R., & Nasution, S. L. (2020). Pengaruh Keadilan Organisasional terhadap Komitmen Organisasi : Peran Mediasi Kepuasan Kerja. JSHP ( Jurnal Sosial Humaniora Dan Pendidikan), 4(2), 82–92.

Syamsuri, A. R., & Siregar, Z. M. E. (2018). Analisis Pelatihan, Disiplin Kerja, Remunerasi, dan Motivasi Berprestasi dengan Kepuasan Kerja Sebagai Variabel Intervening terhadap Kinerja Karyawan. JSHP ( Jurnal Sosial Humaniora Dan Pendidikan), 2(2), 95. https://doi.org/10.32487/jshp.v2i2.470

Syarif, K. (2010). Dosen Fakultas Ekonomi Universitas Pakuan. Analisis Brand Image Terhadap Kepuasan Pelanggan.




DOI: https://doi.org/10.33258/birci.v4i2.2012

Article Metrics

Abstract view : 260 times
PDF - 141 times

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

 

Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.