调查大流行期间和之后网上银行质量的影响:对比分析

Nur Hayati, Wulan Laelasari, Muji Rahayu
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引用次数: 0

摘要

本研究旨在分析 COVID-19 大流行前后万隆国有银行的网上银行服务质量及其对客户满意度的影响。使用的七个自变量是响应速度、数据安全性、易用性、用户界面质量、可访问性、服务可用性、服务质量以及信息和通信技术,因变量是客户满意度。采用调查法收集了 100 名受访者的数据,他们都是万隆国有银行的客户。为确定自变量和因变量之间的关系,进行了多元回归分析,并同时进行了不同的检验。结果显示,在 Covid 19 大流行期间和之后,网上银行服务质量同时产生了积极而显著的影响,而在 Covid 19 期间和之后,部分只有服务质量和信息通信技术变量产生了积极而显著的影响,其他变量虽有积极影响,但并不显著。此外,本研究还得出结论,与大流行期间相比,大流行后的信息与通信技术和服务质量变量在客户感知方面有所下降。这意味着,在新常态时代,除了上述两个主要方面外,有迹象表明国有银行正试图通过其他变量来提高服务质量,以增加客户满意度。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
INVESTIGATING THE EFFECT OF INTERNET BANKING QUALITY DURING AND AFTER THE PANDEMIC: A COMPARATIVE ANALYSIS
This study aims to analyze the quality of Internet Banking services and their impact on customer satisfaction at State Owned Banks in Bandung before and after the COVID-19 pandemic. The seven independent variables used are response speed, data security, ease of use, user interface quality, accessibility, service availability, service quality, and information and communication technology, while the dependent variable is customer satisfaction. The survey method was used to collect data from 100 respondents who are customers of State-Owned Banks in Bandung. Multiple regression analysis was carried out to determine the relationship between the independent variable and the dependent variable accompanied by a different test. The results showed that Internet Banking Service Quality during and after the Covid 19 Pandemic period had a positive and significant effect simultaneously, while partially only the Service Quality and Information and Communication Technology variables had a positive and significant effect during and after Covid 19, while other variables had a positive effect but not significant. In addition, this study also concluded that there was a decrease in the Information and Communication Technology and Service Quality variables after the pandemic compared to during the pandemic from customer perceptions. The implication is that in the New Normal era, apart from the two dominant aspects mentioned above, there are indications that State Owned Bank is trying to improve its service quality through other variables to increase customer satisfaction.
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