Electronic Resource

Dempak E-SERVICE Quality Perbankan Terhadap Kepuasan Nasabah Pada Layanan Mobile Banking BSI Wilayah Jabodetabek

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This research aims to determine the effect of E-Service
Quality on customer satisfaction among users of BSI mobile
banking service.
: The data was analyzed using Structural Equation Modeling
(SEM) with Partial Least Square (PLS-SEM) technique,
utilizing the SmartPLS application.
: The findings of this research prove that (1) Efficiency has a
significant positive effect on customer satisfaction with BSI
mobile banking services. (2) Fulfillment has a significant
positive effect on customer satisfaction with BSI mobile
banking services. (3) System Availability has a significant
positive effect on customer satisfaction with BSI mobile
banking services. (4) Privacy has a significant positive effect
on customer satisfaction with BSI mobile banking services.
(5) Responsiveness has a significant positive effect on
customer satisfaction with BSI mobile banking services. (6)
Compensation has a significant positive effect on customer
satisfaction with BSI mobile banking services. (7) Contact
has a significant positive effect on customer satisfaction with
BSI mobile banking services.

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Availability

Detail Information

Series Title

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Call Number

REF 332.1 ANN d

Publisher

Bogor : IAI Tazkia., 2024

Collation

MBS

Language

Indonesia

ISBN/ISSN

NIM.2010101108

Classification

332.1

Content Type

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Media Type

-

Carrier Type

-

Edition

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Subject(s)

mobile banking
E-Service Quality
Customer

Specific Detail Info

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Statement of Responsibility

Voleta Ziven Annaafi

Other version/related

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