scholarly journals DAMPAK LAYANAN INTERNET BANKING DALAM MENINGKATKAN KEPUASAN NASABAH

2019 ◽  
Vol 9 (1) ◽  
pp. 031
Author(s):  
Noviryantika Noviryantika
Keyword(s):  
Data Analysis ◽  
Customer Satisfaction ◽  
Multiple Regression ◽  
Internet Banking ◽  
Analysis Method ◽  
System Availability ◽  
Banking Services ◽  
Independent Variable ◽  
Internet Banking Services

Internet banking is currently a method of providing banking services to its customers. PT. Bank Bukopin uses Internet Banking technology in an effort to provide satisfaction to its customers. The purpose of this study was to determine the effect of efficiency, fulfillment, system availability, privacy, responsiveness, compensation and contact on the quality of internet banking services on customer satisfaction. The independent variable is the quality of internet banking services using 7 variable dimensions, while the dependent variable is customer satisfaction. The data analysis method uses multiple regression. The results showed that efficiency, fulfillment, system availability, responsiveness and compensation on the quality of internet banking services had a positive and significant effect on customer satisfaction at PT. Bank Bukopin Pontianak Branch. While privacy and contacts on the quality of internet banking services have a negative and significant impact on customer satisfaction of PT. Bank Bukopin Pontianak Branch.

scholarly journals PENGARUH KUALITAS PRODUK DAN PROMOSI TERHADAP KEPUTUSAN PEMBELIAN PELANGGAN PRODUK PT. SAYAP MAS UTAMA

2021 ◽  
Vol 9 (2) ◽  
Author(s):  
Clara Putri Claudy ◽  
Donny Dharmawan
Keyword(s):  
Quality Of Service ◽  
Data Analysis ◽  
Data Collection ◽  
Customer Satisfaction ◽  
Product Quality ◽  
Descriptive Analysis ◽  
Analysis Method ◽  
Positive Effect ◽  
Collection Methods

<em>To describe product quality, promotion and customer purchasing decision  products of PT. Sayap Mas Utama, and to analysis the effect of quality products on customer ourchasing decisions PT. Sayap Mas Utama. This study uses data collection methods. Using a questionnaire, the data analysis method used is descriptive analysis, simple liner regression. The result of the study show that promotion positive and significant effect on customer satisfaction  the quality of service has a positive effect and significant to customer satisfaction PT. Sayap Mas Utama.</em>

scholarly journals THE EFFECT OF MODERATE LEADERSHIP BASED ON TRI KAYA PARISUDHA AND SOCIAL ATTITUDE ON EMPLOYEES’ PERFORMANCE

2021 ◽  
Vol 5 (2) ◽  
pp. 255
Author(s):  
I Gede Suwindia ◽  
Ni Nyoman Kurnia Wati
Keyword(s):  
Data Analysis ◽  
Multiple Regression ◽  
Partial Correlation ◽  
Social Attitudes ◽  
Analysis Method ◽  
Social Attitude ◽  
Ex Post ◽  
Ex Post Facto ◽  
Independent Variable ◽  
Correlation Techniques

<p class="p2">This study aims to determine the effect of moderate leadership based on Tri Kaya Parisudha and social attitudes on employee’s performance at STAHN Mpu Kuturan Singaraja, both separately and together. This research is an ex-post facto research. The population in this study were all 77 employees of STAHN Mpu Kuturan Singaraja who were directly used as research samples. The independent variable in this study are moderate leadership based on Tri Kaya Parisudha and social attitudes, while the dependent variable is employees’ performance. The instrument used was a moderate leadership questionnaire based on Tri Kaya Parisudha, social attitudes, and employees’ performance. The data analysis method usedwais multiple regression and partial correlation techniques. The results showed that: 1) there was a significant effect of moderate leadership based on Tri Kaya Parisudha on employees’ performance, 2) there was a significant effect of social attitudes on employees’ performance, and 3) there was a significant effect of moderate leadership based on Tri Kaya Parisudha and social attitudes towards employees’ performance.<span class="Apple-converted-space"> </span></p>

scholarly journals New perspectives on the role of customer satisfaction and commitment in promoting customer citizenship behaviours

2018 ◽  
Vol 21 (1) ◽  
Author(s):  
Estelle Van Tonder ◽  
Leon T. De Beer
Keyword(s):  
Customer Satisfaction ◽  
Relationship Quality ◽  
Internet Banking ◽  
Consumer Advocacy ◽  
Banking Services ◽  
Customer Commitment ◽  
Helping Behaviour ◽  
Internet Banking Services ◽  
The Relationship

Background: It is widely accepted that the relationship quality dimensions of customer satisfaction and commitment may impact on customer citizenship behaviour. The positive effect of customer satisfaction on customer commitment is also undisputed within the relationship marketing literature. Aim: It was the aim of this study to examine the extent to which customer commitment mediates and strengthens the relationship between customers’ perceived satisfaction and their citizenship behaviour. In the context of Internet banking, the study aimed to examine the extent to which customer’s commitment towards the service provider (the bank) strengthens the relationship between satisfaction with the service provided (Internet banking) and customer citizenship behaviour (consumer advocacy and the helping of other customers). Setting: The study was conducted in the South African Internet banking environment, which could benefit from a model of factors contributing to customer citizenship behaviour, specifically the sub-dimensions of consumer advocacy and helping behaviour. Methods: A descriptive and quantitative research design was followed and the survey responses obtained from 491 existing users of Internet banking services were used in the analysis. Results: Following the structural equation model results, the direct relationships between all constructs were confirmed. Customer commitment, however, has only a partial mediating effect on the relationships between customer satisfaction and the sub-dimensions of consumer advocacy and helping behaviour. Conclusions: From a theoretical perspective, the research findings provide more insight into the role of customer satisfaction and commitment in contributing to customer citizenship behaviour and the extent to which both relationship quality factors are needed in order to do so. From a practical perspective, banks should adapt their marketing strategies to facilitate greater relationships with customers responsible for citizenship behaviours. Customers promoting the benefits of the service to other customers and helping them to use the service may ultimately contribute to greater adoption and use of Internet banking services.

scholarly journals FAKTOR-FAKTOR YANG MEMPENGARUHI KEPUTUSAN MENGGUNAKAN INTERNET BANKING NASABAH BANK BRI DI SURABAYA

2018 ◽  
Vol 8 (1) ◽  
Author(s):  
Novela Rizki Lestari ◽  
Basuki Rachmat
Keyword(s):  
Linear Regression ◽  
Multiple Linear Regression ◽  
Sampling Methods ◽  
Internet Banking ◽  
Research Data ◽  
Analysis Method ◽  
Banking Services ◽  
Security Concerns ◽  
Internet Banking Services ◽  
Security Concern

The purpose of this study was to examine the influence of perceived usefullness, perceived ease to use, and security concern toward decision to use internet banking to customers at Bank BRI Surabaya. This study used judgement sampling methods based on criteria of this research. Data were collected from 84 respondents who used internet banking services Bank BRI at Surabaya. The analysis method used in this study was multiple linear regression and using spss version 22.0. So, this study showed Perceived usefullness and perceived ease to use positive significantly influenced to customer’s decision to use, then security concerns is negative significantly influenced to customer’s deciosion to use internet banking Bank BRI at Surabaya.

scholarly journals ENAM KEKUATAN LAYANAN JASA INTERNET BANKING: TINJAUAN DARI PERSEPSI NASABAH

2017 ◽  
Vol 13 (2) ◽  
pp. 86-98
Author(s):  
Ronny
Keyword(s):  
Communication Channel ◽  
Banking Industry ◽  
Internet Banking ◽  
Qualitative Approach ◽  
Customer Participation ◽  
Technology Infrastructure ◽  
Banking Services ◽  
Banking Service ◽  
Internet Banking Services

The banking problem studied is the kind of strength which is become the base of services in the field of internet banking. The study was conducted by analyzing the consumers perception in the 5 variables of service quality consist of security, reliability, responsiveness, physical ability, and collateral. As much as 10 informants who are users of internet banking of bank in Indonesia has been interviewed about their perceptions of the quality of internet banking services. This study uses qualitative approach. The analysis showed that there are 6 strength that underlies the quality of internet banking services namely communication, channel of customer participation, service facilities, human resources, technology infrastructure and norms. The sixth strength of the internet banking service is a dimension of strength to compete in the banking industry.   Masalah bank yang diteliti adalah kekuatan apa yang menjadi landasan layanan jasa di bidang internet banking. Penelitian dilakukan dengan menganalisis persepsi nasabah pada 5 variabel kualitas layanan yakni keamanan, keandalan, responsif, kemampuan fisik, dan jaminan. Sebanyak 10 informan yang merupakan pengguna internet banking dari bank di Indonesia telah diwawancarai mengenai persepsi mereka terhadap kualitas layanan internet banking. Penelitian ini menggunakan pendekatan kualitatif. Hasil analisis menunjukkan bahwa terdapat 6 kekuatan yang melandasi kualitas layanan jasa internet banking yakni komunikasi, saluran partisipasi nasabah, fasilitas layanan, sumber daya manusia, infrastruktur teknologi dan norma. Keenam kekuatan layanan internet banking tersebut merupakan dimensi kekuatan bersaing dalam industri perbankan.

The Determination of User Satisfaction with Personal Internet Banking Services in the Context of Australia

2016 ◽  
Vol 14 (3) ◽  
pp. 57-79 ◽  
Author(s):  
Padid Akbarzadeh Gharib
Keyword(s):  
Customer Satisfaction ◽  
User Satisfaction ◽  
Perceived Risk ◽  
Success Factors ◽  
Internet Banking ◽  
Causal Effects ◽  
Banking Services ◽  
Information System Success ◽  
Internet Banking Services

Based on previous studies a theoretical framework of the determinants of an individual's satisfaction using Personal Internet Banking services is formulated incorporating information system success factors complemented by elements of behavioral and environmental uncertainties (multidimensional trust and perceived risk). Data was collected using an online self-administered questionnaire from a sample of 370 users in Australia and analyzed in order to determine the relationships among factors that have significant causal effects on customer satisfaction. The results confirm the importance of some of the factors reported in previous studies but also reveal unreported significant direct and indirect causal effects on customer satisfaction. Practical conclusions provide new perspectives for Australian banks on keeping customers highly satisfied with online banking services, as the main objective of this study.

Sign in / Sign up

Export Citation Format

Share Document