SKRIPSI PBS

Analisis Kualitas Layanan E-Channel (Electronic Channel) Terhadap Kepuasan Nasabah Bank Syariah Indonesia Pada Masa Pandemi

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ABSTRACT

The Covid-19 Pandemic has limited people’s mobility. This situation has made
many people switch to using Electronic Channel (E-Channel) for transaction. This
study aims to analyze the quality of Electronic Channel (E-Channel) services on
customer satisfaction of Bank Syariah Indonesia. Service quality includes reliability,
efficiency, privacy / security, design, and easy to use.
This research is a quantitative study. The population in this study is the
customers of Bank Syariah Indonesia who use Electronic Channel (E-Channel), and
a sample of 100 customers is calculated using the Cochran formula. This study used
a questionnaire as a data collection tool, and then analyzed using SPSS 22.0
software.
The results of this study showed that reliability has an effect on customer
satisfaction, efficiency has an effect on customer satisfaction, privacy / security has
an effect on customer satisfaction, design has no effect on customer satisfaction, and
easy to use has an effect on customer satisfaction. Based on all the variables,
reliability has the biggest effect on customer satisfaction.

Keywords: reliability, efficiency, privacy / security, design, easy to use, customer

satisfaction.

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Ketersediaan

Tidak ada salinan data

Informasi Detail

Judul Seri

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No. Panggil

2X6.1 IVO a 22

Penerbit

SUKOHARJO : Perbankan Syariah_UIN RM Said., 2022

Deskripsi Fisik

21 cm, 94 halaman

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

2X6.1

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

Perbankan Syariah

Info Detail Spesifik

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Pernyataan Tanggungjawab

Ivone Fradia Amora

Versi lain/terkait

Lampiran Berkas

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