The Impact of Media Reputation, Customer Satisfaction, Digital Banking, and Risk Management Moderation on ROA

Abstract

This research aims to analyze the effect of media reputation, customer satisfaction, and digital banking on the financial performance of Rural Banks (BPR) with risk management moderation. The population of BPRs from 2019 to 2020 was 1,403 by using the purposive sampling method which obtained 29 BPR samples. This study uses the MRA analysis model and Eviews. The empirical findings conclude that customer satisfaction has a significant positive effect on financial performance, while media reputation and digital banking have no impact on financial performance. The results of moderated regression analysis concluded that risk management did not moderate the relationship of the three variables toward financial performance. This study is expected to provide input for BPR management in Indonesia to be more intense in reanalyzing all aspects that can support the improvement of BPR bank performance to modernize the service system, be more attentive to the internal management to avoid the internal fraud cases, and maintain the good image to prevent the possible bad news that can damage the bank's reputation.