Image of PENGARUH WORD OF MOUTH (WOM) APLIKASI MOBILE BANKING TERHADAP KEPUASAN DAN KEPERCAYAAN NASABAH BSI (Bank Syariah Indonesia) (Studi Kasus pada Mahasiswa UIN Raden Mas Said Surakarta)

SKRIPSI PBS

PENGARUH WORD OF MOUTH (WOM) APLIKASI MOBILE BANKING TERHADAP KEPUASAN DAN KEPERCAYAAN NASABAH BSI (Bank Syariah Indonesia) (Studi Kasus pada Mahasiswa UIN Raden Mas Said Surakarta)

ABSTRACT This research aims to analyze Word of Mouth or WOM (X) as the independent variable and customer satisfaction (Y1) as the dependent variable, and customer trust (Y2) as the dependent variable. E-servqual theory was originally developed by Parasuraman, Zeithaml and Berry by conducting a series of studies on the service sectors in order to obtain an instrument way to measure service quality. In this model it is also known as the Gap. This model is closely related to the satisfaction model. Gap value can be interpreted as the difference between the perceived value and the expected value or in other words the difference between the value perceived by the customer and the value expected by the customer. This type of research is quantitative research. Sources of data in this study are primary data and secondary data. This research method uses 100 questionnaires from customers of Bank Syariah Indonesia as a sample and has been selected from the overall population of students from the State Islamic University of Raden Mas Said Surakarta who filled out the questionnaire. Data collection techniques using questionnaires. The data analysis method uses SPSS application tools. The results of this study prove that 1) Word Of Mouth or WOM mobile banking applications have a significant effect on customer satisfaction, customer satisfaction is seen from the ease and security of using the application; 2) Word Of Mouth or WOM mobile banking application has a significant effect on customer trust, customer trust is seen from the security and satisfaction of the mobile banking application. Keywords: Word Of Mouth (WOM), mobile banking, customer satisfaction, and customer trust

Ketersediaan

Tidak ada salinan data

Informasi Detail
Judul Seri
-
No. Panggil
2X6.1 YUL p 23
Penerbit
SUKOHARJO : Perbankan Syariah_UIN RM Said.,
Deskripsi Fisik
21 cm, 84 halaman
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
2X6.1
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
Perbankan Syariah
Info Detail Spesifik
-
Pernyataan Tanggungjawab
Versi lain/terkait

Tidak tersedia versi lain

Lampiran Berkas
Komentar
Anda harus masuk sebelum memberikan komentar