ANALISIS KEPUASAN NASABAH MOBILE BANKING PADA BANK BCA

Cynthia Anggraini Novitasari, . (2021) ANALISIS KEPUASAN NASABAH MOBILE BANKING PADA BANK BCA. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.

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Abstract

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 Type: Thesis (Skripsi)
Additional Information: [No Panggil : 1610111017] [Pembimbing : Alfatih S. Manggabarani] [Penguji 1 : Nina Ariani] [Penguji 2 : Lina Aryani]
Uncontrolled Keywords: service quality; trust; customer satisfaction
Subjects: H Social Sciences > HG Finance
Divisions: Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1)
Depositing User: Cynthia Anggraini Novitasari
Date Deposited: 06 Sep 2021 03:56
Last Modified: 06 Sep 2021 03:56
URI: http://repository.upnvj.ac.id/id/eprint/10201

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