Article Per Year (5 Year)
p-Index From 2019 - 2024
0.23
P-Index
This Author published in this journals
All Journal Jurnal Manajemen
Dergibson Siagian
Program Studi Manajemen, Institut Bisnis dan Informatika Kwik Kian Gie, Jakarta
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Apakah Layanan Digital Memuaskan Konsumen: Studi Empirik pada Bank BCA Gabrielle Sylviera Wikarma; Dergibson Siagian
Jurnal Manajemen Vol 12 No 2 (2023): Mei-Oktober 2023
Publisher : Lembaga Penelitian dan Pengabdian kepada Masyarakat Institut Bisnis dan Informatika Kwik Kian Gie

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.46806/jman.v12i2.973

Abstract

The covid-19 pandemic reduces face-to-face customer service and forces banks to initiate digital-based banking services. Gradually the traditional activities of banks are switching to digital banking, and banks are starting to compete to create digital banking that is easily accessible to customers. That practice is now growing rapidly. However, the customer's response to this new approach is not fully understood. Therefore, the authors detect customers' responses in the form of customer satisfaction and use customer experience and ease of use of digital customer service tools as presumed determinants. Using judgmental sampling to prove this notion, the authors recruited 113 customers as respondents. Structural equation modelling with WarPLS reveals that customer experience has no significant effect on customer satisfaction, while ease of use has. This study suggests the direction for further research based on the conclusion.
Co-Authors Gabrielle Sylviera Wikarma