ANALISIS KEPUASAN NASABAH MOBILE BANKING PADA BANK BCA

• Main Author: Cynthia Anggraini Novitasari, (Author)
• Format: Book
• Published: 2021-02-02.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata

Summary

The purpose of this research is to determine: (1) the influence of BCA Mobile Banking service quality on customer satisfaction of Bank Central Asia. (2) the influence of BCA Mobile Banking trust on customer satisfaction of Bank Central Asia. Population in This study is a user of BCA Mobile Banking. The sample size was taken as many as 75 respondents, with a non-probability sampling method, especially accidental sampling. The collection of data is obtained from disseminate questionnaire via google form which were distributed through social media. The analysis technique used is Partial Least Square. The result of this research shows that (1) service quality has a significant effect on customer satisfaction with a path coefficient of 0,318 (2) trust has a significant effect on customer satisfaction with a path coefficient of 0,602. According to the result, Bank Central Asia can maintain their mobile banking service quality and trust because it can influence customer satisfaction.

Item Description

http://repository.upnvj.ac.id/10201/12/ABSTRAK.pdf
http://repository.upnvj.ac.id/10201/13/AWAL.pdf
http://repository.upnvj.ac.id/10201/14/BAB%201.pdf
http://repository.upnvj.ac.id/10201/15/BAB%202.pdf
http://repository.upnvj.ac.id/10201/16/BAB%203.pdf
http://repository.upnvj.ac.id/10201/17/BAB%204.pdf
http://repository.upnvj.ac.id/10201/18/BAB%205.pdf
http://repository.upnvj.ac.id/10201/19/DAFTAR%20PUSTAKA.pdf
http://repository.upnvj.ac.id/10201/20/RIWAYAT%20HIDUP.pdf
http://repository.upnvj.ac.id/10201/21/LAMPIRAN.pdf
http://repository.upnvj.ac.id/10201/22/ARTIKEL%20KI.pdf