Mursidah, Zuyin (2023) Kepuasan Nasabah Terhadap Aplikasi BRImo Branch Office BRI Surabaya Kapas Krampung. Diploma thesis, Universitas Hayam Wuruk Perbanas Surabaya.
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Abstract
Mobile Banking is a service provided by banks to carry out various banking transactions through features or menus provided in banking applications and installed via smartphones. Currently Mobile Banking is the main banking factor in global competition, for this reason it is important for banks to measure customer satisfaction with mobile banking products. The purpose of this study was to determine the advantages, constraints, solutions to the BRImo application, as well as to determine the level of customer satisfaction in using the BRImo application at the BRI Surabaya Kapas Krampung Branch Office. The indicators for the level of customer satisfaction tested by researchers were customer satisfaction on the service quality of the BRImo application, suitability of customer expectations on the quality of the BRImo application, intention to continue using the BRImo application, and customer willingness to recommend the BRImo application. This can be proven by the results of the descriptive statistical test which obtained an average value of 3.40 from a total sample of 528 with a respondent achievement level of 66% on the customer satisfaction indicator. Keywords: Mobile Banking, Customer Satisfaction, BRImo, Service Quality.
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | 300 - SOCIAL SCIENCE > 330 - 339 ECONOMICS > 332 - FINANCIAL ECONOMICS > 332.12 - BANKS & BANKING |
| Divisions: | Finance and Banking Diploma > Practice Working Report |
| Depositing User: | ZUYIN MURSIDAH |
| Date Deposited: | 20 Jul 2023 02:33 |
| Last Modified: | 20 Jul 2023 02:33 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/10995 |
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