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Analysis of Ollin By Nagari Service Quality in Increasing Customer Loyalty at PT. Bank Nagari Pasar Raya Branch of Padang City.
Last modified: 2026-04-25
Abstract
This study examines the quality of the Ollin by Nagari digital banking service in enhancing customer loyalty at PT. Bank Nagari, Pasar Raya Branch, Padang. The main problem addressed is that despite the availability of digital services, issues such as system disruptions, slow transactions, and limited customer understanding indicate that service quality has not fully met customer expectations. The objective of this research is to analyze the implementation of Ollin by Nagari services and to assess the level of customer loyalty in using the application. The study employs a qualitative descriptive approach, using data collected through field research (interviews) and library research. The findings reveal that service quality dimensions—such as reliability, responsiveness, assurance, empathy, and tangibles—play a significant role in influencing customer satisfaction and loyalty. However, several limitations in system performance and user experience still affect optimal service delivery. The study concludes that improving digital service quality is essential to increase customer satisfaction and sustain long-term loyalty, and it provides recommendations for the bank to enhance system performance, user education, and service responsiveness.
service quality; Ollin by Nagari; customer loyalty; digital banking; customer satisfaction
service quality; Ollin by Nagari; customer loyalty; digital banking; customer satisfaction
Keywords
service quality; Ollin by Nagari; customer loyalty; digital banking; customer satisfaction
References
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Pinoton, A. (2013). Analisis kualitas pelayanan terhadap kepuasan pelanggan. Jurnal Ilmiah Manajemen, 1(1), 45-52.
Putra, R., Marlius, D., & Syahputra, R. (2022). Kepuasan pengguna ssstem informasi dan loyalitas. Jurnal Manajemen dan Bisnis, 5(2), 120-130.
Saditri, N., & Marlius, D. (2018) Pengaruh kualitas terhadap kepuasan nasabah
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Thomas, S., et al (1999). Banking theory and practice. New Delhi: Tata McGraw-Hill.
Turuis, R. (2017). Faktor-faktor yang mempengaruhi penggunaan mobile banking. Jurnal Sistem Informasi dan Manajemen, 3(1), 25-34.
Darmawi, H. (2012). Manajemen perbankan. Jakarta: Bumi Aksara.
Kasmir. (2013). Manajemen perbankan (edisi revisi). Jakarta: Rajawali Pers.
Kotler, O., & K.L (2016) Marketing management (15th ed.). Pearson Education.
Marlius, D. (2018). Loyalitas pelanggan dalam perspektif kualitas layanan. Jurnal Pundi, 2(3), 201-210.
Marlius, D., & Putriani, R. (2020). Pengaruh kepuasan terhadap loyalitas nasabah. Jurnal Pundi, 4(2), 89-98.
Oliver, R. L (1999). Whence consumer loyalty? Journal of Marketing, 63(Special Issue), 33-44
Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (1998). SERVQUAL: A multiple-item scale for measuring consumer perceptioan of service quality. Journal of Retailing, 64(1), 12-40
Pinoton, A. (2013). Analisis kualitas pelayanan terhadap kepuasan pelanggan. Jurnal Ilmiah Manajemen, 1(1), 45-52.
Putra, R., Marlius, D., & Syahputra, R. (2022). Kepuasan pengguna ssstem informasi dan loyalitas. Jurnal Manajemen dan Bisnis, 5(2), 120-130.
Saditri, N., & Marlius, D. (2018) Pengaruh kualitas terhadap kepuasan nasabah
Susanto, R. (2021). Analisis kepuasan pelanggan dalam meningkatkan loyalitas. Jurnal Manajemen 6(1), 55-64.
Thomas, S., et al (1999). Banking theory and practice. New Delhi: Tata McGraw-Hill.
Turuis, R. (2017). Faktor-faktor yang mempengaruhi penggunaan mobile banking. Jurnal Sistem Informasi dan Manajemen, 3(1), 25-34.
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