Pengaruh Service Quality, Perceived Usefulness dan E-Banking terhadap Kepuasan Nasabah Bank BRI

Anggun Anggraini Mila Pratiwi, Adi Santoso, Fery Setiawan

Abstract


The rapid growth of the banking industry in Indonesia has increased the level of competition between banks in terms of product innovation, service standards, technological system development and other banking services. The aim of this research is to determine the influence of service quality, perceived usefulness and e-banking on customer satisfaction. Bank BRI Ponorogo. The sample for this research was management study program students who used BRI Bank at Muhammadiyah University Ponorogo using snowball sampling techniques. The analysis used is multiple linear regression analysis. The results of this research found that service quality, perceived usefulness and e-banking have an influence on BRI bank customer satisfaction.


Keywords


customer satisfaction, perceived usefulness of e-banking, service quality

Full Text:

PDF

References


Ahmad, A. 2021. Pengaruh strategi pemasaran, layanan e-banking dan loyalitas konsumen terhadap kepuasan nasabah pada PT. BRI Cabang Rajawali Surabaya. JEM17: Jurnal Ekonomi Manajemen, 6(1).

Al-Hawary, S. I. S., & Al-Smeran, W. F. 2017. Impact of electronic service quality on customers satisfaction of Islamic banks in Jordan. International Journal of Academic Research in Accounting, Finance and Management Sciences, 7(1), 170-188.

Cahyani, P. D. 2016. Tingkat kepuasan nasabah terhadap kualitas layanan perbankan syariah di Yogyakarta. Esensi: Jurnal Bisnis dan Manajemen, 6(2), 151-162.

Fida, B. A., Ahmed, U., Al-Balushi, Y., & Singh, D. 2020. Impact of service quality on customer loyalty and customer satisfaction in Islamic banks in the Sultanate of Oman. Sage Open, 10(2)

Haryanto, E. 2013. Kualitas layanan, fasilitas dan harga pengaruhnya terhadap kepuasan pengguna jasa layanan pada kantor samsat Manado. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis dan Akuntansi, 1(3).

Hoffman, D. L., & Novak, T. 2016. How to market the smart home: focus on emergent experience, not use cases

Holiday, R. 2012. Trust me I'm Lying: Pengakuan soerang Manipulator Media.

Ichsan, R. N., & Karim, A. 2021. Kualitas Pelayanan Terhadap Kepuasan Nasabah Pt. Jasa Raharja Medan. Jurnal Penelitian Pendidikan Sosial Humaniora, 6(1), 54-57.

Istiarni, P. R. D., & Hadiprajitno, P. B. 2014. Analisis pengaruh persepsi manfaat, kemudahan penggunaan dan kredibilitas terhadap minat penggunaan berulang internet banking dengan sikap penggunaan sebagai variabel intervening (studi empiris: nasabah layanan internet banking di Indonesia). Diponegoro Journal of Accounting, 3(2), 888-897.

Nawangsari, S., & Iswah, S. N., 2019, Pengaruh teknologi informasi, persepsi manfaat, persepsi kemudahan dan fitur layanan terhadap kepuasan nasabah serta implikasinya pada minat ulang penggunaan aplikasi Jenius Bank BTPN. Seminar Nasional Aptikom (Semnastik), 144-151.

Nimako, S. G., Gyamfi, N. K., & Wandaogou, A. M. M. 2013. Customer satisfaction with internet banking service quality in the Ghanaian banking industry. International journal of scientific & technology research, 2(7), 165-175.

Pahlawan, F., & Prabowo, C. B. A. 2020. Pengaruh Karakteristik Individu, Intensitas Penggunaan Smartphone Dan Interaksi Sosial Terhadap Perilaku Phone And Snubbing Karyawan Lifepal®. Syntax, 2(5).

Permana, I. S., Halim, R. C., Nenti, S., & Zein, R. N. 2022. Analisis Kinerja Keuangan Dengan Menggunakan Rasio Likuiditas, Solvabilitas Dan Profitabilitas Pada PT. Bank BNI (Persero), TBK. Jurnal Aktiva : Riset Akuntansi dan Keuangan, 4(1), 32–43.

Rohaeni, H., & Marwa, N. 2018. Kualitas pelayanan terhadap kepuasan pelanggan. Jurnal Ecodemica, 2(2), 312-318.

Sondakh, C. 2015. Kualitas layanan, citra merek dan pengaruhnya terhadap kepuasan nasabah dan loyalitas nasabah tabungan (studi pada nasabah taplus bni cabang manado). Jurnal Riset Bisnis dan Manajemen, 3.

Sugiyono. 2018. Metode Penelitian Kuantitatif Kualitatif Dan R&B. Bandung: Alfabeta.




DOI: http://dx.doi.org/10.33087/ekonomis.v8i2.1341

Refbacks

  • There are currently no refbacks.


Creative Commons License
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.

Ekonomis: Journal of Economics and Business Published by Lembaga Penelitian dan Pengabdian kepada Masyarakat
Adress: LPPM Universitas Batanghari, Jl.Slamet Ryadi, Broni-Jambi, Kec.Telanaipura, Kodepos: 36122, email: ekonomis.unbari@gmail.com, Phone: 0741-670700

Creative Commons License This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.