Pengaruh Kepercayaan Nasabah Pengguna Internet Banking terhadap Kepuasan Nasabah pada KlikBCA

Shallabratiana, Fizza (2012) Pengaruh Kepercayaan Nasabah Pengguna Internet Banking terhadap Kepuasan Nasabah pada KlikBCA. S1 thesis, STIE Indonesia Banking School.

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Abstract

The purpose of this research is to analyse the influence of trust of internet banking’s user that consisting from technology orientation, reputation, and perceived risk toward customer Klik BCA satisfaction. The object of this research is Bank Central Asia (BCA), and the subject is BCA customer. This study is a descriptive quantitative analysis through primary data excercise. Data was obtained by distributing questionnaires to the user of internet banking or Klik BCA then analysed with multiple regression approach. The results of this research shows that technology orientation, reputation, and perceived risk simultaniously has significant effect to customer satisfaction. Partially, there are two variables that have significant effect, which are technology orientation and perceived risk. Technology orientation has significant effect to customer satisfaction with significance level of 0.003. Then perceived risk is also has significant effect to customer satisfaction with significance level of 0.000. The only variable that does not have significant effect is reputation. It does not have significant effect to customer satisfaction with significance level of 0.058. Therefore to increase customer satisfaction, BCA should be able to improve technology orientation and perceived risk in order to build the trust of internet banking users. Keywords: Trust, Internet Banking, Customer Satisfaction.

Item Type: Thesis (S1)
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: KODEPRODI61201#Manajemen
Depositing User: Ms Dyta Medina
Date Deposited: 10 Nov 2020 08:55
Last Modified: 10 Nov 2020 08:55
URI: http://repository.ibs.ac.id/id/eprint/1296

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