Ihda Rizqi Syawwalil Isyrofan, NIM.: 18108020044 (2023) KEPUASAN ELEKTRONIK NASABAH BSI PENGGUNA BSI MOBILE DI INDONESIA ( MODIFIKASI DIMENSI E-SERVQUAL ). Skripsi thesis, UIN SUNAN KALIJAGA YOGYAKARTA.
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Text (KEPUASAN ELEKTRONIK NASABAH BSI PENGGUNA BSI MOBILE DI INDONESIA ( MODIFIKASI DIMENSI E-SERVQUAL ))
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Text (KEPUASAN ELEKTRONIK NASABAH BSI PENGGUNA BSI MOBILE DI INDONESIA ( MODIFIKASI DIMENSI E-SERVQUAL ))
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Abstract
BSI as the market leader in sharia banking in Indonesia has implemented digital services by presenting the BSI Mobile. The lack of interaction between customers and digital service providers makes it difficult to evaluate customer satisfaction. This research aims to determine electronic satisfaction of BSI customers who have used BSI Mobile by utilizing the E-servqual modification as a description of the quality of mobile banking services. The Object of this research is BSI Mobile user in Indonesia. This research data was obtained through a questionnaire using a 5 interval Likert scale. The data in this research were analyzed using Partial Least Square (PLS)-Structural Equation Model (SEM). The results of this research are that variables system availability (X2), fulfillment (X3) have a positive and significant effect on customer satisfaction. Meanwhile, the variables efficiency (X1), privacy (X4), Responsiveness (X5), Contact (X6), Shariah compliance information (X7) do not have a positive and significant influence on customer satisfaction. The implication of this research is that Indonesian sharia banks pay more attention to improving the quality of mobile banking services to increase customer satisfaction
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | Pembimbing: Dr. Joko Setyono,SE., M.Si |
| Uncontrolled Keywords: | BSI Mobile, Kepuasan Nasabah Elektronik, Kualitas Layanan Mobile Banking |
| Subjects: | Perbankan Syariah |
| Divisions: | Fakultas Ekonomi dan Bisnis Islam > Perbankan Syari'ah (S1) |
| Depositing User: | Muh Khabib, SIP. |
| Date Deposited: | 09 Jan 2024 09:30 |
| Last Modified: | 09 Jan 2024 09:30 |
| URI: | http://digilib.uin-suka.ac.id/id/eprint/62786 |
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