ANALISIS KUALITAS LAYANAN MOBILE BANKING TERHADAP KEPUASAN PELANGGAN (Studi Pada Bank X Area Semarang)
Abstract: All activities
nowadays are based on technology include
in banking industry. One of the innovations that made banks which associated
with the development of technology is the use of mobile banking. The aim of
this study is to analyze whether electronic service influence on customer
satisfaction.
The sample in
this study were
160 respondents that had
used mobile banking, with non-probability samples with analytical method
used is multiple linier regression using
SPSS 23.
The results of this study showed that the five independent variables has
a positive and significant to the dependent variables, realiability(0,217),
responsiveness (0,264), Assurance (0,200), Empathy (0,204) and Tangibles (0,120)
to customers satisfaction
Keywords: Service Quality,
Customers Satisfaction, relability, responsiveness
Penulis: Andreana Yulia
Purnomo, Bambang Munas Dwiyanto
Kode Jurnal: jpmanajemendd170362
