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"Tesis ini membahas mengenai intensi perpindahan nasabah perbankan kategori milenial pada layanan pembiayaan FinTech lending di Indonesia menggunakan kerangka Push-Pull-Mooring (PPM). Penelitian ini dilakukan dengan menggunakan metode survei melalui kuesioner dengan skala Likert 5 kategori yang mana seluruh pertanyaan penelitian disusun berdasarkan kerangka PPM. Kriteria responden yang digunakan yaitu seseorang yang pernah melakukan kredit atau pembiayaan di bank dalam kurun waktu lima tahun terakhir, berusia 19-39 tahun dan mengetahui serta belum pernah menggunakan layanan pembiayaan FinTech lending. Teknik sampling yang digunakan dalam penelitian ini yaitu non-probability sampling dengan jenis purposive sampling. Seluruh kuesioner penelitian yang berhasil dikumpulkan selanjutnya dilakukan pengolahan data menggunakan metode Structural Equation Modelling (SEM) yang sebelumnya telah dilakukan pengujian validitas dan reliabilitas. Hasil penelitian menunjukkan bahwa variabel push effects berpengaruh positif dan signifikan terhadap switching intention yang mendorong nasabah perbankan kategori milenial untuk beralih pada layanan pembiayaan FinTech lending. Variabel pull effects juga menunjukkan pengaruh positif dan signifikan terhadap switching intention yang menarik nasabah perbankan kategori milenial untuk beralih pada layanan pembiayaan FinTech lending. Sedangkan, variabel mooring effects menunjukkan pengaruh negatif dan signifikan terhadap switching intention yang menghambat nasabah perbankan kategori milenial untuk beralih pada layanan pembiayaan FinTech lending. Hasil penelitian ini dapat dijadikan bahan pertimbangan bagi industri perbankan, FinTech lending maupun regulator untuk merumuskan strategi dan kebijakan yang tepat untuk menghadapi potensi perpindahan pelanggan.

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This thesis discusses millennial banking customer switching intentions to financing services of FinTech lending in Indonesia using perspective of Push-Pull-Mooring (PPM). The study was conducted using survey method through questionnaire with Likert 5-scale category in which all research questions were compiled based on the PPM framework. The criteria of the respondent used was a person who has made credit or financing in the bank within the last five years, aged 19-39 years old and know but never use the financing services of FinTech lending. The sampling techniques used in this study were non-probability sampling with purposive sampling types. All successful research questionnaires were further collected in the data processing using Structural Equation Modelling (SEM) which were previously conducted of validity and reliability tests.

The results showed that the push effects variables are positively and significantly impacting switching intentions that drive millennial banking customers to switch to financing services of FinTech lending. Pull effects variables also demonstrate positive and significant effect on switching intentions that attract millennial banking customers to switch to financing services of FinTech lending. Whereas, mooring effects variables reveal negative and significant effect on switching intentions that impede millennial banking customers to switch to financing services of FinTech lending. The results of this research can be used as consideration for the banking industries, FinTech lending and regulators to formulate appropriate strategies and policies to face the potential of customer switching."

"[Pesatnya adopsi teknologi smartphone oleh masyarakat Indonesia menyebabkan berubahnya pola konsumsi masyarakat Indonesia terhadap jasa operator seluler. Perubahan pola konsumsi tersebut berupa naiknya penggunaan layanan mobile broadband dan stagnannya penggunaan layanan konvensional seperti suara dan SMS. Persaingan yang ketat antar operator seluler menyebabkan konsumen memiliki tendensi tinggi untuk berpindah antar operator. Penelitian ini bertujuan memahami faktor-faktor yang menyebabkan pelanggan layanan mobile broadband memiliki keinginan untuk beralih operator. Responden penelitian ini adalah pengguna layanan mobile broadband dari Indosaat, XL dan Telkomsel. Data penelitian ini diolah dengan metode Structural Equation Modelling (SEM). Hasil penelitian menunjukkan bahwa faktor-faktor yang mempengaruhi customer satisfaction dan switching intentions pelanggan layanan mobile broadband berbeda setiap operatornya.

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Following fast growth in smartphone adoption, the usage of mobile data service in Indonoreesia become m common and tend to surpass conventional service such as call and SMS. The hypercompetitive mobile operator market cause costumer to have high intention to switch between each mobile broadband providers. This research intent to understanding causal factor of switching intentions in mobile broadband costumers. The object of this study are mobile broadband user from three biggest mobile operator in Indonesia. This study using Structural Equation Modelling (SEM) for analyzing data. This study shows that causal factor of switching intentions are different for each mobile operator.

, Following fast growth in smartphone adoption, the usage of mobile data service in Indonoreesia become m common and tend to surpass conventional service such as call and SMS. The hypercompetitive mobile operator market cause costumer to have high intention to switch between each mobile broadband providers. This research intent to understanding causal factor of switching intentions in mobile broadband costumers. The object of this study are mobile broadband user from three biggest mobile operator in Indonesia. This study using Structural Equation Modelling (SEM) for analyzing data. This study shows that causal factor of switching intentions are different for each mobile operator.

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