Najmiah, Alfi Nurul (2023) Pengaruh Kepercayaan, Kemudahan, Keamanan, Dan Kecepatan Transaksi Terhadap Kepuasan Nasabah Dalam Menggunakan Layanan BCA Mobile Di Kota Surabaya. Undergraduate thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
This research aims to determine the influence of trust, ease, security, and speed of transactions on customer satisfaction in using mobile banking in the city of Surabaya. This research was conducted in the city of Surabaya using convenience sampling techniques. The sample used are 114 customers using mobile banking in Surabaya city. In this research uses primary data by distributing a questionnaire in google form. The data analysis method used is SEM-PLS (Partial Least Square) with the help of the WarpPLS 8.0 statistical tool. The results of this research show that there is a positive and significant influence between the variables of trust, security and transaction speed on customer satisfaction. Meanwhile, the convenience variable does not have a significant effect on customer satisfaction. Keyword : mobile banking, customer satisfaction
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 657 - ACCOUNTING > 657.042 - FINANCIAL ACCOUNTING |
| Divisions: | Bachelor of Accountancy |
| Depositing User: | ALFI NURUL NAJMI'AH |
| Date Deposited: | 09 Jan 2024 01:22 |
| Last Modified: | 09 Jan 2024 01:22 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/11548 |
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