Application of Structural Equations Modeling Partial Least Square at the Comparation of the Niveau of Responsibility From Cs and Digics

Abstract

Banking is an institution that plays a role in increasing economic development and also increasing equitable development. People who are serving users will be more selective in choosing banks so that many banks strive to be superior and more satisfying than other banks. Customer satisfaction can be seen from the role of CS and DigiCS. Customer Service ( CS ) is all actions intended to meet needs and activities by providing services so that each customer's needs are met. Digital Customer Service (DigiCS) is BNI digital banking automation that provides customers with immediate experience when carrying out digital transactions at BNI . The aim of this research is to determine the factors that influence the level of CS and DigiCS customer satisfaction with several variables, namely product quality ( ), service quality ( ), time ( ), convenience/efficiency ( ), and customer satisfaction (Y). The method used in this research is structural equation modeling partial least squares with the help of Microsoft Excel and SmartPLS software with the application of SEM - PLS to analyze the relationship between endogenous latent variables and exogenous latent variables. The results of this research are that for CS customer satisfaction it is found that only the exogenous variable product quality ( ) with its influences indicators customer satisfaction (Y) while for DigiCS customer satisfaction the results are that only the exogenous variable product quality ( ) and the exogenous variable convenience/efficiency ( ) with indicators that influence customer satisfaction (Y).