Firyal Nadirah Yasa, . (2025) ANALISIS CUSTOMER SATISFACTION TERHADAP APLIKASI WONDR BY BNI PADA PENGGUNA DI DKI JAKARTA. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The writing of this scientific work is conducted to measure the level of Customer Satisfaction with the Wondr by BNI application used by residents in the Jakarta Special Capital Region. This application is the result of digital transformation by PT Bank Negara Indonesia (Persero) Tbk., specifically designed to meet the transaction needs of the younger generation in an efficient and modern manner. The study employed a quantitative method throught the distribution of questionnaires to 164 respondents who had used the application. The collected data were analyzed descriptively. The showed that the majority of respondents were satisfied with the ease of use, feature completeness, system security, and application access speed. Most respondents also stated they would continue using and recommed the application to others. However, a small number of users expressed dissatisfaction with certain technical aspects, such as the process of opening a digital account and system stability. Overall, the Wondr by BNI app is deemed capable of providing a good digital banking experience and has strong potential to maintain customer loyalty.
| Item Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | [No.Panggil: 2210101032] [Pembimbing: Jenji Gunaedi Argo] [Penguji 1: Diana Triwardhani] [Penguji 2: Agus Kusmana] |
| Uncontrolled Keywords: | Customer Satisfaction, digital banking app, Wondr by BNI, Customer Loyalty. |
| Subjects: | H Social Sciences > HF Commerce 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: | FIRYAL NADIRAH YASA |
| Date Deposited: | 06 Aug 2025 03:03 |
| Last Modified: | 06 Aug 2025 03:03 |
| URI: | http://repository.upnvj.ac.id/id/eprint/38036 |
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