Indrih Dewi Permatasari, . (2024) ANALISIS KEPUASAN PENGGUNAAN DAN KUALITAS APLIKASI DIGITAL PERBANKAN JAKONE MOBILE. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Digital transformation in the banking sector has transformed the financial services landscape through an increase in inclusion by means of digital services. PT Bank DKI, as a regional development bank, has created a digital banking application known as JakOne Mobile to fulfill customer needs for more practical and efficient banking services. This research tries to find out how satisfied users are with the JakOne Mobile digital banking application. JakOne Mobile provides many features such as balance checking, transfers, purchases, credit top-ups, and bill payments. Customer satisfaction can be gauged in four dimensions: product quality, service quality, ease of use, and security. This research uses the quantitative method, where a survey is distributed using Google Form to 50 respondents. From the descriptive statistics, it can be seen that the majority of respondents are satisfied with the JakOne Mobile application. About 56% of the respondents were satisfied with the speed of access, 48% of the respondents were satisfied with the transaction features, and 52% of the respondents were satisfied with the low administration cost. For the quality of service variable, 52% of the respondents are satisfied with no errors in the service, 52% of the respondents are satisfied with the conformity of the service with its promotion, and 58% of the respondents are satisfied with the reliance on the service for solving customer problems. For the ease of use variable, 48% of the respondents were satisfied with the flexibility of the application to be able to transact at any time, and 52% of respondents were satisfied with the clarity of information. Finally, in terms of security, 52% of respondents were very satisfied with the security of the PIN numbers, passwords, and MPIN codes, and 50% of respondents were satisfied with the security of the data transactions.
| Item Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | [No. Panggil: 2110101077] [Pembimbing : Ranila Suciati] [Penguji 1 : Suharyati] [Penguji 2 : Yoko Tristriato] |
| Uncontrolled Keywords: | Digital Transformation, Digital banking applications, User Satisfaction, Digital services and Banking sector, JakOne Mobile |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions H Social Sciences > HG Finance |
| Depositing User: | INDRIH DEWI |
| Date Deposited: | 03 Oct 2024 02:37 |
| Last Modified: | 03 Oct 2024 02:37 |
| URI: | http://repository.upnvj.ac.id/id/eprint/33744 |
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