SKRIPSI PBS

Pengaruh eservqual terhadap kepuasan nasabah BSI Mobile banking di Soloraya (studi kasus pada saat maintenance server bsi 2023)

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ABSTRACT

This study aims to analyse the effect of E-Servqual (Electronic Service
Quality) on BSI Mobile Banking customer satisfaction in the Greater Solo area.
E-Servqual refers to the quality of electronic services provided by mobile banking
applications. The data used is Primary Data which comes from questionnaires,
while secondary data comes from libraries or journals from previous research.
This research uses a quantitative approach. The sampling technique used
was convelnielncel sampling. The survey method was used to collect data from 96
respondents who are BSI Mobile Banking customers in Solo Raya. The data was
analysed using multiple linear regression analysis to evaluate the relationship
between E-Servqual dimensions and customer satisfaction.
The results showed that E-Servqual dimensions such as Efficiency,
Fullfilment, Reliability, Privacy, Responsiveness, Compensation, Contact are
significant to affect customer satisfaction. The implication of this research is the
importance of banks in paying attention to and improving the quality of electronic
services in mobile banking applications to increase customer satisfaction levels in
Solo Raya. The results showed that Fullfilment (X2), Responsiveness (X5),
Contact (X7) have a positive and significant influence on customer satisfaction on
the BSI Mobile Banking application in Solo Raya.
Keywords: E-Servqual, Service quality, BSI Mobile Banking Customer
Satisfaction, Mobile Banking, Electronic Service Quality.

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Ketersediaan

Tidak ada salinan data

Informasi Detail

Judul Seri

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No. Panggil

2X6.1 AGI p 24

Penerbit

SUKOHARJO : Perbankan Syariah_UIN RM Said., 2024

Deskripsi Fisik

21 cm, 107 Halaman

Bahasa

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

Agittyas Khairunnissa

Versi lain/terkait

Lampiran Berkas

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