Analisis Pengaruh Kualitas Layanan BCA Mobile terhadap Tingkat Kepuasan dan Liyalitas Nasabh Berdasarkan Model E-S-Qual dan E-Recs-Qual

Turunnya indeks brand BCA Mobile secara signifikan pada tahun 2019 serta banyaknya kritik terkait layanan di App Store dan Play menjadi alasan utama penelitian ini dilakukan, dengan tujuan mengetahui seberapa besar pengaruh mutu kepuasan loyalitas nasabah Kota Surabaya. Skala E-Service-Quality E-RecoveryService-Quality yang telah dimodifikasi sesuai kebutuhan adalah acuan model penelitian. Sampel berjumlah 100 orang pengguna Surabaya dikumpulkan menggunakan metode purposive sampling. Analisis parametrik regresi linier berganda uji korelasi Rank Spearman digunakan dalam ini. Hasil menunjukkan bahwa variabel bebas efficiency, system availability, fullfilment, privacy, compability of mobile devices, responsiveness, contact berpengaruh simultan tingkat sejumlah 54,8% terikat satisfaction. Sementara parsial, hanya efficiency devices memiliki nasabah. Selain itu diketahui satisfaction hubungan positif 22% loyalitas.. Dapat disimpulkan perlu meningkatkan kualitas karena persepsi supaya dapat lebih loyal. AbstractThe significant decline in the Mobile’s index 2019, as well many criticisms related to its services on and are main reasons for this research, with aim knowing how much influence quality has customer loyalty customers. The scales that have been modified needed research references. sample amounted users which were collected using sampling method. Parametric analysis multiple linear regression correlation test used study. results showed independent variables fulfillment, compatibility had a effect simultaneously level 54.8% dependent variable While partially, only In addition, it is known positive relationship loyalty. It can be concluded needs improve because perceptions so customers more