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All Journal JAM : Jurnal Aplikasi Manajemen Jurnal Manajemen Indonesia Fair Value: Jurnal Ilmiah Akuntansi dan Keuangan Akrab Juara : Jurnal Ilmu-ilmu Sosial Charity : Jurnal Pengabdian Masyarakat COMSERVA: Jurnal Penelitian dan Pengabdian Masyarakat Abdi Teknoyasa Jurnal Manajemen Pemasaran dan Perilaku Konsumen eProceedings of Applied Science Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Ati Mustikasari
Universitas Telkom
Agriculture, Biological Sciences & Forestry Arts Humanities Biochemistry, Genetics & Molecular Biology Chemistry Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Engineering Industrial & Manufacturing Engineering Medicine & Pharmacology Social Sciences

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Journal : Al-Kharaj: Jurnal Ekonomi, Keuangan

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Analisis E-Service Quality Dalam Penggunaan Layanan Mobile Banking Menggunakan Metode Important Performance Analysis (IPA): Studi Kasus pada Nasabah Bank Kalbar Cabang Sa Gusvionita Maiyora; Ati Mustikasari
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Vol. 6 No. 4 (2024): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Publisher : Intitut Agama Islam Nasional Laa Roiba Bogor

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.47467/alkharaj.v6i4.855

Abstract

Todays, the use of mobile banking has become more widespread, with most banks providing mobile banking services that are equipped with attractive features. People also switch from conventional transactions to mobile banking. Therefore, this study aims to measure user expectations for the quality of e-service services from the Mobile Bank Kalbar application and assess user satisfaction in using it. This research method involves quantitative analysis involving 100 respondents using Mobile Bank Kalbar. Data was collected through interviews, questionnaires, observation, and literature study. The results of the study show that the implementation of E-service Quality in mobile banking is quite good, although user expectations for the service are still low, so further improvements are needed in mobile banking services.
Co-Authors Abdurrahman Rahim Abdurrahman Rahim Thaha Agus Maolana Hidayat Astri Wulandari Astriyani Sijabat Bachruddin Saleh Luturlean Dhiya Ulhaq Mufid Diaz Setiadi Gusvionita Maiyora Leni Cahyani Nellyaningsih Rahmat Hidayat Ratna Gema Maulida Saragih, Romat SATRIYAS ILYAS Sri Widaningsih Suryana R Achmad Syifa Milenia Murniati Veronica Siti Putri Budi Utami