KEPUASAN NASABAH BCA BERDOMISILI JAKARTA SELATAN TERHADAP KUALITAS LAYANAN M-BANKING

• Main Author: MILLEONA CILENDUAT WARATU, (Author)
• Format: Book
• Published: 2021-06-24.
• Subjects: Thesis; NonPeerReviewed
• Online Access: Link Metadata

Summary

As one of the largest banks in Indonesia, PT Bank Central Asia (Persero) Tbk. continue to strive to provide the best services and facilities, especially m-banking services so that the customers are increasingly assisted in conducting remote banking activities. Based on this case, a study was conducted to determine the satisfaction of BCA customers with the quality of m-banking services. The author distributes questionnaires to 100 respondents of BCA customers with a focus on customers who are domiciled in South Jakarta. In the questionnaire, there are 26 items based on 7 dimensions of E-SERVQUAL, namely; efficiency, fullfillment, system availability, privacy, responsiveness, compensation, and contact to measure e-service quality. Then Customer Satisfaction Index (CSI) and Importance-Performance Analysis (IPA) methods are used to measure customer satisfaction with the quality of m-banking services. Based on these calculations, the data is then presented into a Cartesian Diagram to provide information on the priority attributes that are considered the most effective to the least effective.

Item Description

http://repository.upnvj.ac.id/17590/11/ABSTRAK.pdf
http://repository.upnvj.ac.id/17590/12/AWAL.pdf
http://repository.upnvj.ac.id/17590/3/BAB%201.pdf
http://repository.upnvj.ac.id/17590/4/BAB%202.pdf
http://repository.upnvj.ac.id/17590/5/BAB%203.pdf
http://repository.upnvj.ac.id/17590/6/BAB%204.pdf
http://repository.upnvj.ac.id/17590/7/DAFTAR%20PUSTAKA.pdf
http://repository.upnvj.ac.id/17590/8/RIWAYAT%20HIDUP.pdf
http://repository.upnvj.ac.id/17590/10/LAMPIRAN.pdf