FIQIAH, NURUL (2016) PENGARUH KUALITAS LAYANAN INTERNET BANKING TERHADAP KEPUASAN NASABAH BRI TANJUNG PERAK. Masters thesis, STIE PERBANAS SURABAYA.
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Abstract
Banking business is a service business has developed quite rapidly, so that service quality issues becomes the crucial factor in business success. Technology plays a vital role in improvin g the quality of services produced by a company, one of the technological developments that brought a revolution to the world of information and communication technology (ICT) is the internet. One form to be able to provide services to customers more quali ty is to provide internet banking services. Internet banking provides advantages to customers and banks. Along widespread service network, PT. Bank Rakyat Indonesia (Persero) Tbk continues to encourage the growth of fee based income. Objectives achieved in this research is to Examine and analyze the effect of reliability, security, efficiency, responsiveness and access to customer satisfaction Internet users bangking BRI Tanjung Perak. This research was an explanation or explanatory research. This research was a survey of the study subjects. data sources including primary research. The time horizon of this research included one study shotan. The population in this study is the debtor in PT. BRI Tanjung Perak . And engineering analysis using the technique of Multiple Linear Regression Analysis.Based on test results analysis and discussion can be concluded that the variable quality of service consisting of Reliability, Security, Efficiency, Responsiveness and access both simultaneously and partially have a sign ificant effect on the level of customer satisfaction in internet banking users BRI Tanjung Perak. Keywords: Quality of Service (Reliability, Security, Efficiency, Responsiveness, Access), Customer Satisfaction
| Item Type: | Thesis (Masters) |
|---|---|
| Subjects: | 600 - TECHNOLOGY > 650 - 659 MANAGEMENT & PUBLIC RELATIONS > 658 - GENERAL MANAGEMENT > 658.15 - FINANCIAL MANAGEMENT |
| Divisions: | Magister of Management |
| Depositing User: | Perpustakaan Universitas Hayam Wuruk Perbanas |
| Date Deposited: | 27 Feb 2017 03:15 |
| Last Modified: | 07 Sep 2017 05:13 |
| URI: | http://eprints.perbanas.ac.id/id/eprint/514 |
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