MILLEONA CILENDUAT WARATU, . (2021) KEPUASAN NASABAH BCA BERDOMISILI JAKARTA SELATAN TERHADAP KUALITAS LAYANAN M-BANKING. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
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 Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | [No.Panggil: 1810101035] [Pembimbing: Suharyati] [Penguji 1: Marlina] [Penguji 2: Tri Siswantini] |
| Uncontrolled Keywords: | Cartesian Diagram, Customer Satisfaction, CSI, Service Quality, IPA. |
| Subjects: | H Social Sciences > HG Finance H Social Sciences > HJ Public Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) |
| Depositing User: | Milleonna Cilenduat Waratu |
| Date Deposited: | 20 May 2022 13:52 |
| Last Modified: | 20 May 2022 13:52 |
| URI: | http://repository.upnvj.ac.id/id/eprint/17590 |
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