Indira Dana Rahmakusumah, . (2025) ANALISIS KEPUASAN PENGGUNA WONDR BY BNI DENGAN PENDEKATAN CSI PADA MAHASISWA FEB UPNVJ. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
Following the rapid digital transformation in the banking industry, Mobile Banking applications like WONDR by BNI are crucial in meeting customer needs, especially among tech-savvy university students. This study aims to measure the satisfaction level of WONDR BNI application users among students of the Faculty of Economics and Business at Universitas Pembangunan Nasional Veteran Jakarta (FEB UPNVJ) using the Customer Satisfaction Index (CSI) approach. The research method employed is quantitative descriptive, with primary data collected through online questionnaires from 60 respondents. Data analysis was performed using the CSI method, which includes three main dimensions: user satisfaction, speed and efficiency, and security and privacy. The results show an overall CSI score of 85.34%, which falls into the "Very Satisfied" category. The Security and Privacy dimension received the highest score at 87.20%, followed by Speed and Efficiency at 86.04%. Meanwhile, the User Satisfaction dimension scored 82.78%. These findings indicate that the WONDR BNI application has successfully provided a highly satisfactory experience, particularly in the aspects of security and efficiency, which are its main strengths. Nevertheless, there is room for improvement in the user satisfaction dimension to enhance emotional engagement and long-term customer loyalty.
| Item Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | [No. Panggil: 2210101061] [Pembimbing: Ranila Suciati] [Penguji 1; Subur] [Penguji 2; Siti Hidayati] |
| Uncontrolled Keywords: | Customer Satisfaction, Customer Satisfaction Index, WONDR BNI, Mobile Banking, Digital Banking |
| Subjects: | H Social Sciences > H Social Sciences (General) H Social Sciences > HC Economic History and Conditions |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) |
| Depositing User: | INDIRA DANA RAHMAKUSUMAH |
| Date Deposited: | 26 Aug 2025 06:44 |
| Last Modified: | 26 Aug 2025 06:44 |
| URI: | http://repository.upnvj.ac.id/id/eprint/39526 |
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