scholarly journals ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING

2021 ◽  
Vol 5 (3) ◽  
Author(s):  
Ronny Ronny ◽  
Aniek Maschudah Ilfitriah ◽  
Mochamad Nurhadi
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Multiple Linear Regression ◽  
Internet Banking ◽  
Mobile Banking ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Mobile Banking Applications ◽  
Improve Reliability

The purpose of this study is to analyze the effect of service quality dimensions on customer satisfaction in the use of e-banking which includes tangibles, reliability, responsibility, assurance, and empathy variables. E-banking products are limited to bank services with internet banking and mobile banking. Data was collected by distributing questionnaires to 132 respondents online to bank customers in Indonesia who have used internet banking or mobile banking. The data that has been collected is processed with the SPSS application and analyzed for validity, reliability, classical assumptions and hypothesis testing with multiple Linear Regression. The results showed that the Reliability variable and the Empathy variable had a significant effect on customer satisfaction, while the Responsiveness, Assurance, and Tangible variables had no significant effect on customer satisfaction using bank e-banking. The implication of this research is that banks need to improve reliability by maintaining the availability of internet banking and mobile banking applications so that they can be accessed by customers properly, and maintaining services that care about the problems and obstacles faced by customers in using e-banking.

scholarly journals PENGARUH KUALITAS LAYANAN DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH DALAM MENGGUNAKAN BRI MOBILE (BRIMO)

account ◽  
2021 ◽  
Vol 8 (1) ◽  
Author(s):  
Asri Mandiri ◽  
Efri Yanto ◽  
Elisabeth Metekohy
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Mobile Banking ◽  
Significant Positive Effect ◽  
Simultaneous Test ◽  
Analysis Technique ◽  
Customer Trust ◽  
Positive Effect

ABSTRACT  This research aims to analyze the effect of service quality and trust on customer satisfaction in using BRIMobile (BRImo) partially and simultaneously. The sample in this research consisted of 100 customers of Bank Rakyat Indonesia. The analysis technique used is multiple linear regression with analysis tools, namely SPSS Version 26.0. The results of this research partially indicate that service quality and customer trust have a significant positive effect on customer satisfaction in using BRI Mobile (BRImo). Based on the results of the simultaneous test, it was found that service quality and customer trust had a significant positive effect on customer satisfaction in using BRI Mobile (BRImo).   Keywords: Service Quality, Customer Trust, Mobile Banking, BRI, Customer Satisfaction ABSTRAK Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan dan kepercayaan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo) secara parsial dan simultan. Sampel dalam penelitian ini terdiri dari 100 nasabah Bank Rakyat Indonesia. Teknik analisis yang digunakan adalah regresi linear berganda dengan alat bantu analisis yaitu SPSS Versi 26.0. Hasil penelitian ini secara parsial menunjukkan bahwa kualitas layanan dan kepercayaan berpengaruh positif signifikan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo). Berdasarkan hasil uji simultan, ditemukan bahwa kualitas layanan dan kepercayaan berpengaruh positif signifikan terhadap kepuasan nasabah dalam menggunakan BRI Mobile (BRImo).   Kata kunci: Kualitas layanan, Kepercayaan, Mobile Banking, BRI, Kepuasan Nasabah

Perceived overall service quality and customer satisfaction

2018 ◽  
Vol 36 (5) ◽  
pp. 908-930 ◽  
Author(s):  
Sedigheh Moghavvemi ◽  
Su Teng Lee ◽  
Siew Peng Lee
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Structural Equation ◽  
Internet Banking ◽  
Foreign Bank ◽  
Foreign Banks ◽  
Content Type ◽  
Innovative Products ◽  
Quality Dimensions ◽  
Service Quality Dimensions

Purpose Foreign and local banks in Malaysia are competing in terms of skilled staff, innovative products and services, rendering quality services and customer satisfaction. The purpose of this paper is to examine the overall service quality and customer satisfaction of both foreign and local banks. Design/methodology/approach The data used to test the hypothesis were collected from 748 foreign and local bank customers in Malaysia. The research model was analysed using a structural equation modelling technique. Findings Results show that knowledge and staff competencies, as well as convenience of the bank is more significant for local bank customers while bank image and internet banking are important components for foreign bank customers. The results also reveal that foreign bank customers have higher satisfaction as compared to local bank customers. Research limitations/implications No analysis is undertaken of any difference in the service quality dimensions between banks of different size. Further research on banking services could usefully test services quality dimensions across banks of different sizes. Practical implications The findings serve as a valuable reference for local banks understand service quality challenges they may face from foreign banks in this competitive industry. Findings suggest that, to provide high-quality services, financial institutions need to heighten customer satisfaction differentiation strategies. Originality/value The outcomes of this study enhance the knowledge on the performance of both local and foreign banks in Malaysia as well as customer satisfaction, which are invaluable to all bank managers and industry players in improving their services.

scholarly journals Internet banking and customer satisfaction in Pakistan

2015 ◽  
Vol 7 (1) ◽  
pp. 24-36 ◽  
Author(s):  
Syed Ali Raza ◽  
Syed Tehseen Jawaid ◽  
Ayesha Hassan
Keyword(s):  
Customer Satisfaction ◽  
Web Sites ◽  
Design Methodology ◽  
Internet Banking ◽  
Unique Contribution ◽  
Content Type ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Practical Implications

Purpose – This study aims to determine the effects of service quality dimensions on customer satisfaction in Pakistan by using the SERVQUAL model. Design/methodology/approach – A survey research questionnaire of 30 items has been adopted, and the data of 400 respondents were collected from the users of Internet banking of different banks located in Karachi city of Pakistan. Findings – The reliability analysis shows that all dimensions are reliable. Results of the factor analysis confirm the grouping of adopted questioner. At last, the regression analysis indicates a significant positive relationship between assurance, tangibility, reliability and responsiveness with customer satisfaction. Conversely, empathy shows a positive but insignificant effect on the customer satisfaction. Practical implications – It is recommended that the management of online banks has to focus on making the design and content of the Web sites more visually appealing to grab the attention of existing customers, as well as to attract new customers. The management has to take effective measures to further enhance the security and safety of online bank accounts, so that customers can maintain long-term relationships with the usage of online banking. Online banks have to provide more reliable services to the customers at heart to make the customers more comfortable and confident. The management should develop more effective systems to quickly solve the issues of customers. Originality/value – This paper makes a unique contribution to the literature with reference to Pakistan, being a pioneering attempt to investigate the customer satisfaction in the banking industry of Pakistan by using a large sample and advance statistical techniques.

The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero)

2021 ◽  
Vol 2 (4) ◽  
pp. 1415-1422
Author(s):  
Deni Ardiansyah ◽  
Lies Handrijaningsih
Keyword(s):  
Linear Regression ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Multiple Linear Regression ◽  
Internet Banking ◽  
Primary Data ◽  
Coefficient Of Determination ◽  
Banking Service ◽  
Electronic Service ◽  
The Impact

This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.  

scholarly journals Pengaruh Brand Image Terhadap Loyalitas Pelanggan yang Dimediasi Kepuasan Pelanggan Pada Rumah Makan Titin Trenggalek

2018 ◽  
Vol 2 (1) ◽  
pp. 1-11
Author(s):  
Deby Santyo Rusandy
Keyword(s):  
Data Analysis ◽  
Linear Regression ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Multiple Linear Regression ◽  
Customer Loyalty ◽  
Brand Image ◽  
Consumer Population ◽  
The Relationship

This study aims 1) To test and explain the effect of brand image on customer loyalty at TITIN Restaurant Trenggalek. 2) To test and explain the effect of brand image on customer satisfaction at TITIN Restaurant Trenggalek. 3) To test and explain the effect of customer satisfaction on customer loyalty at TITIN Restaurant Trenggalek and 4) To test and explain customer satisfaction mediation relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.Penelitian using eksplanasi research methods conducted through data collection in the field. The assumptions used in this study are the variables that can be measured by using the responses of respondents with questionnaires, TITIN Trenggalek Household consumer population, and samples of 100 respondents / consumers, data analysis using multiple linear regression statistic method, test sobel and hypothesis testing. Based on the results of research indicate that 1) Brand imagedapat improve customer loyalty at Restaurant TITIN Trenggalek.2) Brand imagedapat improve customer satisfaction at Restaurant TITIN Trenggalek. 3) customer satisfaction can increase customer loyalty at TITIN Restaurant Trenggalek and 4) Customer satisfaction mediate the relationship between brand image with customer loyalty at TITIN Restaurant Trenggalek.

scholarly journals The Effect of Sharia Marketing Strategy and Member Value toward Member Satisfactionat Ksu BMT Al-Muhajirin Toili Banggai Central Sulawesi

2021 ◽  
Vol 6 (1) ◽  
pp. 125
Author(s):  
Lilit Biati ◽  
Risnawati Risnawati
Keyword(s):  
Quantitative Analysis ◽  
Linear Regression ◽  
Customer Satisfaction ◽  
Hypothesis Testing ◽  
Marketing Strategy ◽  
Multiple Linear Regression ◽  
Member Satisfaction ◽  
Central Sulawesi ◽  
Regression Tests ◽  
Method Approach

Purpose: This study aims to determine the effect of sharia marketing strategy and member value toward member satisfaction at KSU BMT Al-Muhajirin Toili Banggai, Central Sulawesi. The objects of this research were members of the BMT with a population of 1000 members, and the samples taken were 30 members. This study aims to determine the extent of the influence of Islamic Marketing Strategy and Member Value on Member Satisfaction at KSU BMT Al-Muhajirin Toili Banggai Central Sulawesi simultaneously and partially.Design/Method/Approach: This study used quantitative analysis methods with multiple linear regression tests with hypothesis testing with the help of SPSS 23.0.Findings: The results of this study are: 1) Sharia marketing strategy (X1) significantly has an effect on customer satisfaction (Y); 2) The value of members (X2) significantly has no effect on customer satisfaction (Y); 3) Sharia marketing strategy (X1) and member value (X2) has a significant effect on member satisfaction (Y) at KSU BMT Al-Muhajirin Toili Banggai, Central Sulawesi simultaneously.Originality/Values: Therefore, the research conclusions are: 1) Sharia marketing strategy (X1) of KSU BMT Al-Muhajirin Toili Banggai Central Sulawesi is one of the factors that affect the satisfaction of prospective members. The better the marketing strategy used, the more interested people will be to become members of KSU BMT Al-Muhajirin Toili Banggai, Central Sulawesi; 2) the value of members (X2) does not affect the satisfaction of the community; this is because the value given is purely from the heart of the community and there are other factors that affect the satisfaction of members; 3) The marketing strategy of sharia (X1)) and member value (X2)) are dominant variable to satisfaction of prospective members of KSU BMT Al-Muhajirin Toili Banggai, Central Sulawesi.

An Analysis of Customers' Acceptance of Internet Banking

2018 ◽  
pp. 154-198 ◽  
Author(s):  
Yakup Akgül
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Technology Acceptance ◽  
Customer Loyalty ◽  
Internet Banking ◽  
Research Model ◽  
Banking Service ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Acceptance Model

The aim of this chapter is to provide insights into the causal factor of people's internet banking acceptance. It endeavors to address a research need for extending the technology acceptance model (TAM) by adding contextual variables and its implication on e-customer satisfaction and e-customer loyalty. As trust and service quality has never failed to be a significant predictor in e-commerce research, this study proposes to integrate trust and service quality into the TAM to get a better understanding of e-banking adoption. A research model reflecting the effect of e-trust and internet banking service quality dimensions on TAM constructs is proposed.

scholarly journals E-Service Quality Dimensions and Their Effects on E-Customer Satisfaction in Internet Banking Services

2012 ◽  
Vol 40 ◽  
pp. 441-445 ◽  
Author(s):  
Farnaz Beheshti Zavareh ◽  
Mohd Shoki Md Ariff ◽  
Ahmad Jusoh ◽  
Norhayati Zakuan ◽  
Ahamad Zaidi Bahari ◽  
...  
Keyword(s):  
Customer Satisfaction ◽  
Service Quality ◽  
Internet Banking ◽  
Banking Services ◽  
Quality Dimensions ◽  
Service Quality Dimensions ◽  
Internet Banking Services
Sign in / Sign up

Export Citation Format

Share Document