Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Vol. 6 No. 4 (2024): Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah

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 (Unknown)
Ati Mustikasari (Universitas Telkom)

Article Info

Publish Date
09 Feb 2024

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.

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Journal Info
Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah
Website

Abbrev

alkharaj

Publisher

Institut Agama Islam Nasional Laa Roiba Bogor

Subject

Agriculture, Biological Sciences & Forestry Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Industrial & Manufacturing Engineering Social Sciences

Description

Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah is a scientific journal published by Pusat Riset dan Kebijakan Strategis PRKS) of  Institut Agama Islam Nasional (IAI-N) Laa Roiba Bogor in collaboration with Masyarakat Ekonomi Syariah (MES) and Intelectual Association for Islamic Studies ...