PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH INTERNET BANKING BANK BRI DI SURABAYA

KURNIASARI, TETRANDA PUSPITA (2016) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN NASABAH INTERNET BANKING BANK BRI DI SURABAYA. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

This study formulated and tested a model for customer satisfaction based on service quality in internet banking. The research developed the model on basis of theoretical background. The reseach used a structured questionnaire in order to collect data from internet banking customer of BRI in Surabaya using purposive sampling method. The sample size of the study was 80. The research used SPSS 18.0 to examine the variable and the research also used SEM-Partial Least Square (PLS) with SmartPLS 3.0. The findings validated the relationships betwen the variables in the model. The result showed that five variables have not significant impact on customer satisfaction in internet banking, and two other variables have significant impact on customer satisfaction in internet banking. The suggestion to the next researcher broadden areas study especially numbers of responden and beside using questionare forms also adding interview method. Keyword : internet banking service quality, customer satisfaction, efficiency, reliability, responsiveness, fulfillment, privasi, assurance, web design.

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
300 - SOCIAL SCIENCE > 332.17 - BANKING SERVICES
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 02 Nov 2016 00:57
Last Modified: 02 Nov 2016 00:57
URI: http://eprints.perbanas.ac.id/id/eprint/311

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