SKRIPSI PBS

PENGARUH KUALITAS LAYANAN DIGITALISASI PERBANKAN TERHADAP RETENSI NASABAH BANK SYARIAH KOTA SURAKARTA

---

ABSTRACT The development of technology and digitalization in the industrial sector of the financial and virtual services department is converging rapidly. However, the application of these technological developments in banking digitalization, regarding the quality of its services to customer retention, needs to be known through the seven dimensions of E-Servqual, namely efficiency, reliability, fulfillment, privacy, responsiveness and contact so that it can be known which variables most affect the retention of Islamic bank customers in Surakarta city. This study aims to determine the influence of the quality of banking digitalization services on the retention of Islamic bank customers in Surakarta city. The method used multiple linear regression analysis, this study used secondary data obtained through the distribution of questionnaires using a likert scale. The sample of this study consisted of 100 bank customers who used sharia bank digital services, data was processed using SPSS 22.0. Efficiency has a negative and insignificant effect on customer retention in using bank digital services. Reliability has a negative and insignificant effect on customer retention in using bank digital services. Fulfillment has a positive and insignificant effect on customer retention in using bank digital services. Privacy has a positive and insignificant effect on customer retention in using the bank's digital services. Responsiveness has a positive and insignificant effect on customer retention in using bank digital services. Contact has a positive and significant effect on customer retention in using bank digital services. Keywords: Banking Digitalization, Service Quality, Customer Retention

---

Ketersediaan

Tidak ada salinan data

Informasi Detail

Judul Seri

-

No. Panggil

2X6.1 ANN p 23

Penerbit

SUKOHARJO : Perbankan Syariah_UIN RM Said., 2023

Deskripsi Fisik

21 cm, 91 halaman

Bahasa

Indonesia

ISBN/ISSN

-

Klasifikasi

2X6.1

Tipe Isi

-

Tipe Media

-

Tipe Pembawa

-

Edisi

-

Subjek

Perbankan Syariah

Info Detail Spesifik

-

Pernyataan Tanggungjawab

Annastya Ayu Pramesty

Versi lain/terkait

Lampiran Berkas

Komentar

---

Anda harus masuk sebelum memberikan komentar