Wiranti Handayani, . (2025) ANALISIS KUALITAS LAYANAN DIGITAL DAN KEPUASAN NASABAH PENGGUNA APLIKASI BCA MOBILE. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This study aims to analyze the quality of digital banking services on customer satisfaction of Bank Central Asia (BCA), particularly BCA Mobile users. This study employs a quantitative approach with purposive sampling, based on specific criteria or objectives that have been predetermined. This technique is not random, but based on the researcher's considerations to obtain the most relevant data for the study's objectives. Data collection was conducted Online through the distribution of an Online questionnaire using Google Forms. Data was obtained from respondents who are BCA bank customers, specifically active BCA Mobile users in the last 3 months. All collected data were analyzed with the help of descriptive analysis. The results of the study indicate that the better the quality of digital services provided by Bank BCA, the higher the level of customer satisfaction will be. Therefore, banks need to conduct analysis as an effort to improve the quality of digital services and other service aspects to maintain and enhances customer satisfaction. This study is expected to contribute theoretically to the development of theories related to customer behavior and satisfaction with digital banking services, as well as provide practical insights for BCA to improve service quality and maintain customer loyalty.
| Item Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | [No. Panggil: 2210101023] [Pembimbing: Ranila Suciati] [Penguji 1: Agus Kusmana] [Ketua Penguji : Mila Rahmi] |
| Uncontrolled Keywords: | Service Quality, Digital Banking, Customer Satisfaction, Bank Central Asia (BCA), BCA Mobile, Quantitative Approach, Purposive Sampling, Online Questionnaire, Descriptive Analysis, Customer Loyalty |
| Subjects: | T Technology > T Technology (General) |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) |
| Depositing User: | WIRANTI HANDAYANI |
| Date Deposited: | 28 Aug 2025 03:18 |
| Last Modified: | 28 Aug 2025 03:18 |
| URI: | http://repository.upnvj.ac.id/id/eprint/39318 |
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