PENGARUH TAMPILAN VISUAL WEBSITE BANK BNP TERHADAP KEPERCAYAAN VISITOR

Merdy Agustianto, Agus Sachari, Agung Eko Budiwaspada

Abstract


Abstrak

Dalam industri jasa keuangan, termasuk perbankan, kepercayaan merupakan faktor yang paling berpengaruh terutama untuk mengambil keputusan dalam menetapkan pilihannya kepada salah satu perusahaan. Kepercayaan juga menjadi penting di dalam ranah internet, terutama ketika berbicara mengenai sebuah website. Melalui tampilan visual website, visitor akan membentuk persepsi terhadap website yang dikunjunginya. Ketika persepsi positif terbentuk di dalam diri visitor, maka ia tidak ragu untuk melakukan tindakan nyata kepada penyedia layanan website seperti membagikan data pribadi atau melakukan transaksi. Penelitian ini dilakukan untuk mengetahui pengaruh tampilan visual website PT Bank Nusantara Parahyangan Tbk. (Bank BNP) menggunakan alat ukur VisAWI (simplicity, diversity, colorfulness, dan craftmanship) terhadap kepercayaan visitor. Penelitian ini menggunakan sequential explanatory mixed method. Metode pengumpulan data kuantitatif yang digunakan pada penelitian ini adalah survei dengan menggunakan alat bantu kuesioner yang disebar ke 135 responden yang memiliki usia 23-38 tahun. Sedangkan metode pengumpulan data kualitatif yang digunakan adalah wawancara terstruktur. Hasil analisa data menunjukkan bahwa tampilan visual website Bank BNP berpengaruh 42,1% terhadap kepercayaan visitor. Selain itu, tampilan visual Bank BNP juga membentuk persepsi visitor akan kinerja bank tersebut dalam dunia nyata. Dari hasil penelitian diketahui bahwa hanya craftmanship saja yang mempunyai pengaruh yang positif dan signifikan terhadap kepercayaan visitor dibandingkan dengan elemen lainnya.

 

Kata kunci: tampilan visual, website, kepercayaan, perbankan, VisAWI

 

Abstract

In the financial service industry, including banking, trust is the most influential factor for making decisions in choosing a company to cooperate with. Trust also becomes significant to the use of the internet, specifically websites. Through the visual appearances of a website, a visitor will form perceptions of the website. When positive perceptions are formed, a visitor will not hesitate to take action, such as sharing personal data or making transactions with the website providers. This research was conducted to determine the influence of visual appearances of the Bank BNP website on visitor trust using VisAWI (simplicity, diversity, colorfulness, and craftsmanship). The method used in this study is a sequential explanatory mixed method. The quantitative data were collected through a survey using a questionnaire tool distributed to 135 respondents who were 23-38 years old, while the qualitative data were collected through structured interviews. The data analysis showed that the visual appearances of the website had an effect of 42.1% on visitors' trust. Visual appearances of the Bank BNP website also form visitors’ perceptions of bank performance in the real world. It also can be concluded that only website craftsmanship that has a positive and significant influence on visitors’ trust.

 

Keywords: visual appearance, website, trust, banking, VisAWI


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DOI: https://doi.org/10.33633/andharupa.v5i2.2228

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