Analisis Kualitas Layanan Mobile Banking Terhadap Kepuasan Nasabah Bank
نویسندگان
چکیده
Penelitian ini bertujuan untuk mengetahui kualitas pelayanan yang diberikan oleh bank dan tingkat kepuasan nasabah terhadap menggunakan 5 dimensi pengukuran, yaitu tangible, reliability, responsiveness, assurance, , empathy. Metode digunakan adalah Importance Performance Analysis (IPA) diolah dengan Microsoft Excel Windows SPSS windows. Jumlah sampel dalam penelitian 93. Hasil pengolahan data diperoleh rata-rata kesesuaian antara kepentingan 80,37%. Untuk prioritas utama harus dilakukan perbaikan berdasarkan diagram kartesius kuadran I meyediakan display informasi cukup mengenai produk jasa bank, mempercepat mempermudah proses transaksi, melakukan pembaharuan pada aplikasi meningkatkan kecepatan jaringan/situs layanan mobile banking, memastikan merasa aman transaksi kepekaan petugas menerima keluhan pengaduan terkait banking KB Bukopin.
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ژورنال
عنوان ژورنال: Intecoms
سال: 2022
ISSN: ['2614-1574']
DOI: https://doi.org/10.31539/intecoms.v5i1.4034