Michelle Adelyana Hutabarat, . (2025) ANALISIS KUALITAS LAYANAN DAN KEPUASAN PENGGUNA MOBILE BANKING BCA. Tugas Akhir thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
This final project report aims to analyze the quality of BCA mobile banking application services based on user perceptions, by reviewing ease of use, feature reliability, system security, and service responsiveness. This research uses a descriptive quantitative approach with data collection techniques through questionnaires distributed to 41 active users of the BCA Mobile application. The data were analyzed using a Likert scale with four factors of service quality according to the E-Service Quality model, namely: Efficiency & Convenience, Reliability, Assurance & Security, and Responsiveness. The results of data processing show that the majority of respondents are satisfied with the interface, ease of finding features, smooth transactions, and application security systems. However, there is feedback on the improvement of customer service response. Based on these results, the authors recommend developing more varied features and improving customer service responsiveness to increase customer satisfaction and loyalty.
| Item Type: | Thesis (Tugas Akhir) |
|---|---|
| Additional Information: | [No Panggil: 2210101026] [Pembimbing: Agus Kusmana] [Penguji 1: Ranila Suciati] [Penguji 2: Anita Nopiyanti] |
| Uncontrolled Keywords: | Mobile Banking, BCA Mobile, Service, Service Quality, E Service Quality |
| Subjects: | H Social Sciences > HG Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) Fakultas Ekonomi dan Bisnis > Program Studi Perbankan dan Keuangan (DIII) |
| Depositing User: | MICHELLE ADELYANA HUTABARAT |
| Date Deposited: | 06 Aug 2025 01:56 |
| Last Modified: | 06 Aug 2025 01:56 |
| URI: | http://repository.upnvj.ac.id/id/eprint/38622 |
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