ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING

The purpose of this study is to analyze the effect of service quality dimensions on customer satisfaction in the use of e-banking which includes tangibles, reliability, responsibility, assurance, and empathy variables. E-banking products are limited to bank services with internet banking and mobile...

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Autores principales:	Ronny Ronny, Aniek Maschudah Ilfitriah, Mochamad Nurhadi
Formato:	article
Lenguaje:	ID
Publicado:	Sekolah Tinggi Ilmu Ekonomi Indonesia Surabaya 2021
Materias:	kualitas layanan electronic banking kepuasan nasabah Economics as a science HB71-74
Acceso en línea:	https://doaj.org/article/47f5f92d28074e038e37bee7d66a0ce4
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id	oai:doaj.org-article:47f5f92d28074e038e37bee7d66a0ce4
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spelling	oai:doaj.org-article:47f5f92d28074e038e37bee7d66a0ce42021-12-01T02:47:04ZANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING10.24034/j25485024.y2021.v5.i3.44852548-298X2548-5024https://doaj.org/article/47f5f92d28074e038e37bee7d66a0ce42021-09-01T00:00:00Zhttps://ejournal.stiesia.ac.id/ekuitas/article/view/4485https://doaj.org/toc/2548-298Xhttps://doaj.org/toc/2548-5024 The purpose of this study is to analyze the effect of service quality dimensions on customer satisfaction in the use of e-banking which includes tangibles, reliability, responsibility, assurance, and empathy variables. E-banking products are limited to bank services with internet banking and mobile banking. Data was collected by distributing questionnaires to 132 respondents online to bank customers in Indonesia who have used internet banking or mobile banking. The data that has been collected is processed with the SPSS application and analyzed for validity, reliability, classical assumptions and hypothesis testing with multiple Linear Regression. The results showed that the Reliability variable and the Empathy variable had a significant effect on customer satisfaction, while the Responsiveness, Assurance, and Tangible variables had no significant effect on customer satisfaction using bank e-banking. The implication of this research is that banks need to improve reliability by maintaining the availability of internet banking and mobile banking applications so that they can be accessed by customers properly, and maintaining services that care about the problems and obstacles faced by customers in using e-banking. Ronny RonnyAniek Maschudah IlfitriahMochamad NurhadiSekolah Tinggi Ilmu Ekonomi Indonesia Surabayaarticlekualitas layananelectronic bankingkepuasan nasabahEconomics as a scienceHB71-74IDEkuitas: Jurnal Ekonomi dan Keuangan, Vol 5, Iss 3 (2021)
institution	DOAJ
collection	DOAJ
language	ID
topic	kualitas layanan electronic banking kepuasan nasabah Economics as a science HB71-74
spellingShingle	kualitas layanan electronic banking kepuasan nasabah Economics as a science HB71-74 Ronny Ronny Aniek Maschudah Ilfitriah Mochamad Nurhadi ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING
description	The purpose of this study is to analyze the effect of service quality dimensions on customer satisfaction in the use of e-banking which includes tangibles, reliability, responsibility, assurance, and empathy variables. E-banking products are limited to bank services with internet banking and mobile banking. Data was collected by distributing questionnaires to 132 respondents online to bank customers in Indonesia who have used internet banking or mobile banking. The data that has been collected is processed with the SPSS application and analyzed for validity, reliability, classical assumptions and hypothesis testing with multiple Linear Regression. The results showed that the Reliability variable and the Empathy variable had a significant effect on customer satisfaction, while the Responsiveness, Assurance, and Tangible variables had no significant effect on customer satisfaction using bank e-banking. The implication of this research is that banks need to improve reliability by maintaining the availability of internet banking and mobile banking applications so that they can be accessed by customers properly, and maintaining services that care about the problems and obstacles faced by customers in using e-banking.
format	article
author	Ronny Ronny Aniek Maschudah Ilfitriah Mochamad Nurhadi
author_facet	Ronny Ronny Aniek Maschudah Ilfitriah Mochamad Nurhadi
author_sort	Ronny Ronny
title	ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING
title_short	ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING
title_full	ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING
title_fullStr	ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING
title_full_unstemmed	ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING
title_sort	analisis pengaruh kualitas layanan terhadap kepuasan nasabah menggunakan electronic banking
publisher	Sekolah Tinggi Ilmu Ekonomi Indonesia Surabaya
publishDate	2021
url	https://doaj.org/article/47f5f92d28074e038e37bee7d66a0ce4
work_keys_str_mv	AT ronnyronny analisispengaruhkualitaslayananterhadapkepuasannasabahmenggunakanelectronicbanking AT aniekmaschudahilfitriah analisispengaruhkualitaslayananterhadapkepuasannasabahmenggunakanelectronicbanking AT mochamadnurhadi analisispengaruhkualitaslayananterhadapkepuasannasabahmenggunakanelectronicbanking
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ANALISIS PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN ELECTRONIC BANKING

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