The Influence of Mobile Banking Service Quality on Customer Satisfaction (Survey at Customer of PT. Bank Rakyat Indonesia Tbk. Jombang Branch)

Miftakhul Dwi Saputro • Endang Siti Astuti • Devi Farah Azizah
Journal article Jurnal Administrasi Bisnis S1 Universitas Brawijaya • September 2016 Indonesia

Download full text
(English, 7 pages)

Abstract

This research objectives are to explain the partial and simultaneous influence between mobile banking service quality (reliability and responsiveness, assurance and security, convenience, efficiency, easiness to operate) on customer satisfaction. This research uses a quantitative approach with the descriptive reseach type. Analysis of the data in this research using the stages of descriptive analysis, classical assumption test, multiple linear regression analysis and hypothesis testing. The research result show if there is partially positive and significant influence reliability and responsiveness, assurance and security, convenience, efficiency on customer satisfaction. Furthermore, there is positive but not significant influence between easiness to operate variable on customer satisfaction. Then there is simultaneously positive and significant influence reliability and responsiveness, assurance and security, convenience, efficiency, easiness to operate variables on customer satisfaction amounted to 83%.

Metrics

  • 182 views
  • 90 downloads

Journal

Jurnal Administrasi Bisnis S1 Universitas Brawijaya

Jurnal Administrasi Bisnis S1 Universitas Brawijaya merupakan jurnal ilmiah yang memuat artikel b... see more