Pengaruh Automated Service Quality Terhadap Tingkat Kepuasan Nasabah Bank Central Asia Jakarta

Ibrahim, Alvin Hamid (2012) Pengaruh Automated Service Quality Terhadap Tingkat Kepuasan Nasabah Bank Central Asia Jakarta. S1 thesis, STIE Indonesia Banking School.

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Abstract

The purpose of this research is to study the effect of automated service quality (ASQ) usage that consist of service delivery channel like ATM, internet banking, mobile banking and additional dimension which is perceived price and core service to customer satisfaction. The object of this research is Bank Central Asia (BCA), and the subject is BCA customer that domiciled in Jakarta. The results of this research shows that service delivery channel and additional dimension partially has significant effect to customer satisfaction. Service delivery channel has significant effect to customer satisfaction with beta coefficient 0,423 and with significance level of 0,000. The additional dimension also has significant effect to customer satisfaction with beta coefficient 0,590 and with significance level of 0,000. Additional dimension also has proven to be the dominant variabel with standardized coefficients beta 0,585. Therefore, to increase customer satisfaction level, the company should maximize the service of using ASQ. Due the usage of ASQ has significantly proven to customer satisfaction, the company should focus on issues that often arise in usage of ASQ then looking for the solutions. Keywords : automated service quality, customer satisfaction, ATM, internet banking, mobile banking, percieved price, core service.

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: 21 Oct 2020 08:26
Last Modified: 21 Oct 2020 08:26
URI: http://repository.ibs.ac.id/id/eprint/1512

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