Dzakwan Fahturrrahman, . (2025) PENGARUH KEMUDAHAN PENGGUNA, KUALITAS LAYANAN DIGITAL, DAN KEPERCAYAAN TERHADAP KEPUASAN PELANGGAN PADA LAYANAN BANK DIGITAL. Skripsi thesis, Universitas Pembangunan Nasional Veteran Jakarta.
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Abstract
The use of digital banking services has grown rapidly as a response to the need for fast, convenient, and secure financial transactions. Amidst the increasing number of complaints in the financial services sector, customer satisfaction has become a key indicator for evaluating the performance of digital banking services. This study aims to identify, verify, and analyze the influence of Perceived Ease of Use, Digital Service Quality, and Trust on Customer Satisfaction with digital banking services. The sample consists of 155 respondents aged 17 years and above who are domiciled in or carry out daily activities in the DKI Jakarta area and have used digital banking services at least once. Respondents were selected using non-probability sampling with incidental and purposive techniques. The data were analyzed using the Partial Least Squares–Structural Equation Modeling (PLS-SEM) approach with the SmartPLS 4.0 software. The findings indicate that Perceived Ease of Use, Digital Service Quality, and Trust each have a significant effect on Customer Satisfaction with digital banking services.
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | [No.Panggil: 220111029] [Pembimbing: Miguna Astuti] [Penguji 1: Dea Delia Lestari] [Ketua Penguji: Alfatih Sikki Manggabarani] |
| Uncontrolled Keywords: | Ease of use, E-service quality, Trust, and Customer satisfaction |
| Subjects: | H Social Sciences > HA Statistics H Social Sciences > HB Economic Theory H Social Sciences > HJ Public Finance |
| Divisions: | Fakultas Ekonomi dan Bisnis > Program Studi Manajemen (S1) |
| Depositing User: | DZAKWAN FAHTURRAHMAN |
| Date Deposited: | 30 Mar 2026 03:24 |
| Last Modified: | 30 Mar 2026 03:24 |
| URI: | http://repository.upnvj.ac.id/id/eprint/41074 |
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