Kualitas Mobile Banking Terhadap Kepuasan Nasabah Bank BRI (Studi Pada Pengguna BRI Mobile di Kota Depok)

Ratnawaty Marginingsih
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引用次数: 4

Abstract

Abstract  - The utilization of technology in the banking industry such as mobile banking or often referred to as m-banking provides convenience in financial transactions. There are services on mobile banking, covering payments transfer, history, and others.The use of mobile banking services in cell phones allow that customers can more easily to run their banking activities indefinitely space and time.This study aims to determine the effect of the quality of mobile banking services on BRI Bank customer satisfaction in the city of Depok. A total of 100 respondents were surveyed online using the convenience sampling method. The form of research used is descriptive research with a quantitative approach. The data is processed using multiple linear regression analysis. The results of this study are obtained partially and simultaneously the quality of service using the variables reliability and responsiveness, assurance and security, convenience in banking, mobile banking efficiency and easy to use on customer satisfaction to obtain positive and significant results. This shows that good service is one of the keys to the success of an organization Keywords : Service Quality, Customer Satisfaction, Mobile Banking
手机银行对BRI银行满意度的质量(Depok城市流动BRI用户的研究)
摘要-银行业技术的利用,如移动银行或通常被称为移动银行,为金融交易提供了便利。手机银行的服务包括支付转账、历史记录等。在手机中使用移动银行服务使客户可以更容易地在无限的空间和时间内运行他们的银行活动。本研究旨在确定移动银行服务质量对Depok市BRI银行客户满意度的影响。采用方便抽样法,共对100名受访者进行了在线调查。使用的研究形式是定量方法的描述性研究。数据采用多元线性回归分析处理。本研究的结果得到了部分和同时使用的服务质量变量的可靠性和响应性,保证和安全,银行的便利性,手机银行的效率和易于使用对客户满意度得到积极和显著的结果。这表明,良好的服务是一个组织成功的关键之一。关键词:服务质量,客户满意度,手机银行
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