Journal of Management and Business Environment (JMBE)
Vol 5, No 1: July 2023

The Influence of E-Servqual on Customer E-Satisfaction, A Case of A State-Owned Bank

Sindi Budi Emilia (Soegijapranata Catholic University)
Ridwan Sanjaya (Soegijapranata Catholic University)

Article Info

Publish Date
10 Jul 2023

Abstract

The goal of this study is to determine the influence of e-servqual on customer e-satisfaction. The study took a case in a state-owned bank that has been applied digital service. It focused on a unit located in Semarang and used purposive sampling for selecting the respondents who use the bank’s digital service of particularly BRIMO, QRIS, Brizzi, and SMS Banking. The data from 120 customers was gathered using questionnaire and was analyzed using multiple regression. E-servqual was measured using nine dimensions of efficiency, reliability, responsiveness, personal needs, fulfillment, security/trust, ease of use, site organization, and privacy. The results show that e-satisfaction is significantly influenced by the dimensions of e-servqual. However, of the nine dimensions, only site organization that has a negative effect on e-satisfaction.

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Journal Info
Journal of Management and Business Environment (JMBE)
Website

Abbrev

JMBE

Publisher

Universitas Katolik Soegijapranata

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Social Sciences Other

Description

The Journal of Management and Business Environment (JMBE) is a blind-review journal that is published by Magister Management, Soegijapranata Catholic University, Semarang, Indonesia. The journal is intended to provide forums for academicians and practitioners to disseminating relevant, high quality ...