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All Journal International Journal Of Science, Technology & Management (IJSTM)
Lies Handrijaningsih
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Aerospace Engineering Agriculture, Biological Sciences & Forestry Automotive Engineering Biochemistry, Genetics & Molecular Biology Chemical Engineering, Chemistry & Bioengineering Chemistry Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Earth & Planetary Sciences Education Electrical & Electronics Engineering Energy Engineering Industrial & Manufacturing Engineering Mechanical Engineering Transportation

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The Impact Of E-Service Quality To Wards Customre Satisfaction On The User Of Internet Banking In PT. Bank Rakyat Indonesia Tbk (Persero) Deni Ardiansyah; Lies Handrijaningsih
International Journal of Science, Technology & Management Vol. 2 No. 4 (2021): July 2021
Publisher : International Journal of Science, Technology & Management

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v2i4.254

Abstract

This research aims to analyze the impact of electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation towards the customer satisfaction on the user of internet banking in PT Bank Rakyat Indonesia, Persero. Customer satisfaction is an urgent matter in banking and is one of the company duty to create that satisfaction out of every single service provided. The sample used in this research are respondents which are customers who use internet banking service from BRI. The data used in this research is primary data collected by conducting online questionnaires to 150 respondents. Analyzing technique used is validity, reliability, classical assumption, multiple linear regression, t, F, and the coefficient of determination test. The result shows that simultaneously, electronic service quality which consists of efficiency, fulfillment, reliability, privacy, responsiveness, contact, and compensation do have an impact towards customer satisfaction on the user of internet banking service of BRI. The finding on partial test shows that efficiency, fulfillment, contact and compensation has an impact towards customer satisfaction whereas reliability, privacy, and responsiveness do not.
The Impact Of Service Quality And Trust On Customer Loyalty Through Customer Satisfaction Of Millenial Users Of Bca Credit Card In Jakarta Capital City Fahmi Rizal; Lies Handrijaningsih
International Journal of Science, Technology & Management Vol. 2 No. 5 (2021): September 2021
Publisher : Publisher Cv. Inara

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46729/ijstm.v2i5.345

Abstract

Banks play important roles in a country's finance. Significant and strategic functions are required to be managed professionally, effectively and efficiently, and properly supporting economic processes in various sectors. Along with the increase needs to spend from consumers, banks as financial companies need to perform competently. This study aims to determine the impacts of service quality and trust in customer loyalty by measuring the satisfaction of Bank BCA credit card millenial customers in Jakarta Capital City of Indonesia. Data collection using primary data with a large sample of 100 respondents aged 26 to 40 years. Primary data was obtained from distributing questionnaires using Likert Scale data on customers who determine satisfaction and loyalty to Bank BCA, and processed using regression analysis and path analysis.The results of this study indicate that service quality, customer value and trust affect customer loyalty stating that they are interested in the services provided by the bank both directly and indirectly to customer satisfaction so that customers show a level of success through customer satisfaction on loyalty.
Co-Authors Deni Ardiansyah Hanung Adi Nugroho