PENGARUH KUALITAS PELAYANAN INTERNET BANKING TERHADAP KEPUASAN NASABAH (Studi pada Bank Umum di Jakarta)

Budiono, Agus Budiono (2015) PENGARUH KUALITAS PELAYANAN INTERNET BANKING TERHADAP KEPUASAN NASABAH (Studi pada Bank Umum di Jakarta). Jurnal Teleskop, 15 (1). pp. 90-117. ISSN 1411-3643

Text JURNAL VOL 15, Ed.1, 2015.pdf Download (23MB)

Abstract

This study aims to determine the effect of partially or jointly Internet Banking Service Quality consisting of six dimensions, namely Reliability (reliability); Security (security); Efficiency (eficiency); Responsiveness (responsiveness); Access (accesibility); Ease of use (user friendliness), to the Customer Satisfaction (customer satisfaction) internet banking users is the fulfillment of customer response, customer satisfaction or dissatisfaction is the customer response to the evaluation of nonconformities that covers the difference between the (expected service) and perceived performance or results, circumstances faced (perceived service), at 8 commercial banks to go public in Jakarta. In this study using SPSS version 19 as a tool to test the normality of the data, the classical assumption test, descriptive statistics, analysis and t test, F test with a significance level of 5% (0.05). The results of the analysis, t-test and F test for variables Reliability; Security; Efficiency; Responsiveness; accesibility; Ease of use (user friendliness) either partially or jointly have a significant positive influence on Customer Satisfaction internet banking users. Keywords: Internet Banking Service Quality, Reliability, Security, Efficiency, Responsiveness, Access, Ease of use, Customer Satisfaction internet banking users.

Item Type:	Article
Subjects:	H Social Sciences > HJ Public Finance
Depositing User:	Agus Budiono
Date Deposited:	09 Mar 2020 07:09
Last Modified:	09 Mar 2020 07:09
URI:	http://repository.stie-yai.ac.id/id/eprint/6

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