Zikry Aryonika Adhitya, . (2024) PERAN MOBILE BANKING DALAM MENINGKATKAN KEPUASAN NASABAH PADA BANK BCA. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This paper aims to find out how the quality of BCA mobile banking services affects customer satisfaction, as well as what factors influence customer assessment. The writing method that the author applied to the study this time is the method of descriptive analysis. To obtain the required data, the author uses the quantitative method of the survey by sending a link to the Google form to the customer of the BCA bank. To understand the data, survey results are processed in the form of graphs and percentages. The results of this writing to show that BCA Bank customers are satisfied with the quality of BCA mobile banking services. Customer satisfaction is measured by ease of use, customer support, compatibility, innovation, system security, application speed, functionality, and personalization. For this purpose, the author prepared eight questions that represent each factor. The results showed that the customer was very satisfied with the seven factors: convenience, customer support, compatibility, innovation, speed, functionality, and personalization. The customer was very happy with these seven factors because the survey results indicated that the question representing the factor obtained answers “very agreed (SS)” more than 33.6% based on the rating indicator, if a factor obtains more than 33,6% then the customer is declared highly satisfied. The customer only rated sufficiently satisfied for the security factor indicated with a 29.7% “Very Agree(SS)” response
| Item Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | {No Panggil : 2110101003} {Pembimbing : Jenji Gunaedi Argo} {Penguji 1 : Marlina} {Penguji 2 : Anita Nopiyanti} |
| Uncontrolled Keywords: | Digital Banking, Mobile Banking, BCA Bank |
| Subjects: | H Social Sciences > HC Economic History and Conditions H Social Sciences > HG Finance H Social Sciences > HJ Public Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) |
| Depositing User: | ZIKRY ARYONIKA ADHITYA |
| Date Deposited: | 02 Oct 2024 06:29 |
| Last Modified: | 02 Oct 2024 06:33 |
| URI: | http://repository.upnvj.ac.id/id/eprint/32084 |
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