WIBOWO, SURYADI (2013) PENGARUH DIMENSI KUALITAS LAYANAN INTERNET BANKING TERHADAP KEPUASAN NASABAH DAN DAMPAKNYA TERHADAP LOYALITAS NASABAH BANK BNI DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.
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Abstract
The purpose of this research is to examine the influences of internet banking service quality dimensions toward customers satisfaction. Where in internet banking toward something that could be influences the customer satisfaction in transaction and could be influence customer loyalty. Factors that be able to influence customer satisfaction and have impact toward loyalty could be said as service quality dimension in internet banking. In such internet banking service quality dimensions there are some factors, found an online customer service quality which have purpose to give service quality for the customer via internet banking, via online customer information system, online product service quality which have aim to give certainty in using internet banking that get impact on customer loyalty. Data analysis by SEM 20.0 to calculate number of customer through several criteria and count respondent response variable. The research involved 125 respondents of BNI Bank customers in Surabaya by distributing questionnaire to internet banking user customer of BNI Bank in Surabaya. The result found in this research customer service quality online have significant negative influence toward customer satisfaction, product service quality as online have positive significant influence toward customer satisfaction and customer satisfaction have insignificant positive toward customer loyalty. Key word : Online Customer Service Quality, Online Information System, Online Product Service Quality, Customer Satisfaction And Customer Loyalty.
| Item Type: | Thesis (Undergraduate) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.17 - BANKING SERVICES |
| Divisions: | Bachelor of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 16 May 2017 07:25 |
| Last Modified: | 16 May 2017 07:25 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/1272 |
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