PENGARUH PERSEPSI MANFAAT, PERSEPSI KEAMANAN DAN KERAHASIAAN, KEPUASAN NASABAH TERHADAP KEPERCAYAAN NASABAH PADA LAYANAN E-BANKING BANK MANDIRI DI SURABAYA

PURNAMI, RATNA (2016) PENGARUH PERSEPSI MANFAAT, PERSEPSI KEAMANAN DAN KERAHASIAAN, KEPUASAN NASABAH TERHADAP KEPERCAYAAN NASABAH PADA LAYANAN E-BANKING BANK MANDIRI DI SURABAYA. Undergraduate thesis, STIE Perbanas Surabaya.

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Abstract

Banking industry is changing rapidly. With the development of international economy and competitive markets, also banks are affected, the main force in this environment is technological that case to break barrier of legal, geographic and industry and has create new products and services. The aim of this research is to asses the influence perceived usefulness, perceived security and privacy, customer satisfaction on customer trust in electronic banking Bank Mandiri in Surabaya. 80 respondents were selected using purposive sampling method. The respondents were the using electronic banking service Bank Mandiri in Surabaya. The hypotheses were examined using Partial Least Square (PLS) techniques. The result showed that the perceived usefulness has significant effect on Customer trust in electronic banking services Bank Mandiri in Surabaya, perceived security and privacy no significant effect on Customer trust in electronic banking services Bank Mandiri in Surabaya. and Customer satisfaction has significant effect on Customer trust in electronic banking services Bank Mandiri in Surabaya. Key words :Perceived usefulness, perceived security and privacy, customers satisfaction, customer trust in electronic banking services, Bank Mandiri Surabaya.

Item Type: Thesis (Undergraduate)
Subjects: 300 - SOCIAL SCIENCE
300 - SOCIAL SCIENCE > 332.12 - BANKS & BANKING
Divisions: Bachelor of Management
Depositing User: Perpustakaan STIE Perbanas Surabaya
Date Deposited: 19 Jul 2016 07:51
Last Modified: 19 Jul 2016 07:51
URI: http://eprints.perbanas.ac.id/id/eprint/33

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