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All Journal Ethos Jurnal EMT KITA at-tamkin: Jurnal Pengabdian kepada Masyarakat Jurnal JTIK (Jurnal Teknologi Informasi dan Komunikasi) Jurnal Pengabdian Nasional (JPN) Indonesia Jurnal Indonesia : Manajemen Informatika dan Komunikasi Jurnal Pengabdian Masyarakat Nusantara International Journal of Management Science and Information Technology (IJMSIT) Jurnal Indonesia : Manajemen Informatika dan Komunikasi Jurnal Pengabdian Nasional (JPN) Indonesia
Munawir Munawir
AMIK Indonesia
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Journal : Jurnal%20EMT%20KITA

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Pengaruh Kepuasan Nasabah Terhadap Menggunakan Mobile Banking (M-Banking) Pada Bank BCA Cabang Banda Aceh Syamsul Rizal; Munawir Munawir
Jurnal EMT KITA Vol 1 No 2 (2017): JULY-DECEMBER 2017
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET) - Lembaga KITA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/emt.v1i2.34

Abstract

The purpose of this study is to determine the effect of service quality to consumer decisions using M-Banking at Bank BCA Branch Banda Aceh. This research was conducted at Bank BCA Branch of Banda Aceh to M-Banking consumer, and the object of research is about consumer's satisfaction in using M-Banking. Sampling was done by "Convinience Sampling" method to 100 consumers using M-Banking at Bank BCA Branch of Banda Aceh. From the result of the research, it can be seen that customer satisfaction level toward M-Banking user at Bank BCA Branch of Banda Aceh is seen from variable of reliability, keresponsifan, belief, empathy and tangible is satisfying this can be seen from the acquisition of the average value of the responses of respondents to all variable is above 3,500. The results showed that the determinant coefficient (R2) was 92.2 percent indicating that the variables of reliability, responsiveness, confidence, empathy and tangible variables influence the level of customer satisfaction using M-Banking at BCA Bank of Banda Aceh Branch at 92.2 percent and the rest 7.8 percent is influenced by other variables outside of this research model. Testing done either by using F-test or by using t-test, it can be concluded that all independent variables in this study significantly influence both partially and simultaneously to customer satisfaction using M-Banking at Bank BCA Branch Banda Aceh, in other words the hypothesis in this study is accepted. To cultivate a sense of trust to consumers, recommended features, speed and other services as well as security in the use of M-Banking should be increased so that consumer confidence increases.
Persepsi Kualitas Layanan dan Kepuasan Pelanggan pada Pusat Perbelanjaan Kota Banda Aceh dengan Metode SERVQUAL Munawir Munawir
Jurnal EMT KITA Vol 2 No 1 (2018): JANUARY-JUNE 2018
Publisher : Lembaga Otonom Lembaga Informasi dan Riset Indonesia (KITA INFO dan RISET) - Lembaga KITA

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.35870/emt.v2i1.46

Abstract

Service Quality have a lot of interests of researchers and practitioners and most believe that the quality of service can improve the performance of a company. The purpose of this study is to measure the relationship between service quality and customer satisfaction among customers in the shopping center of the Banda Aceh city. This research uses a SERVQUAL model was modified with the unique dimensions of compliance in the context of the service industry. The data collected from the 100 regulars or as a member at a shopping center. Sample data were analyzed statistically through confirmatory factor analysis using exploratory factor analysis (CFA) and structural equation modelling (SEM) analysis can determine the perceptions of service quality and customer satisfaction. The results showed that the scale of the multidimensional quality of service impacting positively and significantly related to the unidimensional scale of customer satisfaction. In addition, the dimensions of the SERVQUAL model response proves by showing the highest contribution factor in overall models. Furthermore, this research has practical implications for policy makers the shopping center to better understand customer behavior intentions.
Co-Authors Abdus Salam Abdus Salam Ardiansyah Ardiansyah Aris Sudaryanto Erfa Okta Lussianda Fauzan Putraga Al-Bahri Hamdani Hamdani Ismail Ismail Josi Farmiati Luth Fimawahib Muhammad Jamil Muhammad Wali Mukhtar Mukhtar Rahmi Hajriyanti Sulistyawati, Upik Sri Syamsul Rizal Syamsul Rizal Syamsul Rizal Syarifuddin Syarifuddin Taufiq Iqbal Taufiq Iqbal Urfi Utami