PENGARUH TEKNOLOGI LAYANAN MANDIRI TERHADAP KEPUASAN NASABAH M - BCA DI SURABAYA

DINA, INGGAR (2017) PENGARUH TEKNOLOGI LAYANAN MANDIRI TERHADAP KEPUASAN NASABAH M - BCA DI SURABAYA. Undergraduate thesis, STIE PERBANAS SURABAYA.

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Abstract

This study ass essing about self service technology that consists dimension: ease of use , reliability , efficiency , convenience , and security on customer satisfaction M - BCA in S urabaya. Sampling techn ique used is judgment sampling. T he data collection method using questio nnaires distributed to 100 respondents users M - BCA in Surabaya.This study uses SPSS 16.0 for windows using multiple linear regression analysis. The independent variables used in this study are ease of use , reliability , efficiency , convenience , and securit y, while the dependent variable is customer satisfaction .the result showed that independent variables simultaneously have positive significant effect on customer satisfaction M - BCA in Surabaya. Partially, the results showed that the ease of use, efficiency , convenience, and security were positive significant effect on customer satisfaction M - BCA in Surabaya, while reliability not significantly influence customer satisfaction M - BCA in Surabaya. Keywords: Self service technology, Customer satisfaction, M - BCA

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 04 Sep 2017 08:27
Last Modified: 04 Sep 2017 08:27
URI: http://eprints.perbanas.ac.id/id/eprint/2886

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