Raysan Fahra Totonji, . (2021) ANALISIS KUALITAS LAYANAN BNI MOBILE BANKING TERHADAP KEPUASAN NASABAH BNI KCP UPN VETERAN PONDOK LABU. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
In the current era of globalization, developments in the banking world continue to increase every year. The development of banking information technology has undergone changes that lead to banking digitization services. Rapid development accompanied by intense competition between banks has encouraged banks to improve the quality of banking services. PT Bank Negara Indonesia (Persero) Tbk launched mobile banking, which is a banking service facility that makes it easy to transact directly via smartphones, safely, easily, and quickly which is expected to be able to meet customer satisfaction. This study aims to determine the quality of BNI mobile banking services on customer satisfaction. The data used in this study is primary data obtained from the answers of 40 respondents who are customers of BNI KCP UPN Veteran Pondok Labu. In this study, questionnaires were distributed based on 5 SERVQUAL dimensions, namely; tangible, reliability, responsiveness, assurance, and empathy. BNI mobile banking provides various benefits and positive responses from customers, thereby successfully creating customer satisfaction. Mobile banking users are already at the stage of being satisfied with BNI Mobile banking services. With the existence of BNI mobile banking, user customers have the convenience of transacting anywhere and anytime.
| Item Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | [No.Panggil: 1810101056], [Pembimbing: Diana Triwardhani], [Penguji 1: Suharyati], [Penguji 2: Wahyudi], |
| Uncontrolled Keywords: | Mobile Banking, Service Quality, Customer Satisfaction. |
| Subjects: | H Social Sciences > HG Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) |
| Depositing User: | Raysan Fahra Totonji |
| Date Deposited: | 20 May 2022 14:05 |
| Last Modified: | 20 May 2022 14:05 |
| URI: | http://repository.upnvj.ac.id/id/eprint/17626 |
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