ANALISIS PERBANDINGAN E-SERVICE QUALITY DAN E SATISFACTION PENGGUNA M-BANKING SYARIAH DAN M-BANKING KONVENSIONAL (STUDI PADA GENERASI Z D.I. YOGYAKARTA)

Faizatul Mahfudzoh, NIM.: 19108020079 (2023) ANALISIS PERBANDINGAN E-SERVICE QUALITY DAN E SATISFACTION PENGGUNA M-BANKING SYARIAH DAN M-BANKING KONVENSIONAL (STUDI PADA GENERASI Z D.I. YOGYAKARTA). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This study aims to compare e-service quality and e-satisfaction in generation Z who use islamic mobile banking applications and conventional mobile banking. Hypothesis testing in this study used the Kruskal Wallis test and Mann-Whitney U test using the IBM SPSS Statistics 25 software. The data for this study were obtained by distributing questionnaires through the google form and the samples obtained were 140 respondents using islamic banking and 140 respondents using conventional mobile banking. The results of this study can be concluded that in the e-service quality variable in terms of efficiency and fulfillment there are differences in the two mobile banking. As for the e-satisfaction variable in terms of transaction and payments and information content from the two mobile banking there is a difference. As for the other indicators contained in this study, there was no difference between the two.

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