PENGARUH KUALITAS PRODUK DAN KEMUDAHAN MOBILE BANKING (JAKONE MOBILE) TERHADAP KEPUASAN NASABAH BANK DKI (STUDI PADA: PENGGUNA MOBILE BANKING JAKONE MOBILE BANK DKI CAB. PINTU BESAR SELATAN)

MABRUK, FATHIN (2019) PENGARUH KUALITAS PRODUK DAN KEMUDAHAN MOBILE BANKING (JAKONE MOBILE) TERHADAP KEPUASAN NASABAH BANK DKI (STUDI PADA: PENGGUNA MOBILE BANKING JAKONE MOBILE BANK DKI CAB. PINTU BESAR SELATAN). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia (STEI) Jakarta.

[img] Text (COVER + ABSTRAK)
COVER.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (580kB)
[img] Text (BAB 1)
BAB 1.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (216kB)
[img] Text (BAB 2)
BAB 2.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (274kB)
[img] Text (BAB 3)
BAB 3.pdf
Available under License Creative Commons Attribution Non-commercial.
Download (270kB)
[img] Text (BAB 4)
BAB 4.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial.
Download (163kB)
[img] Text (BAB 5)
BAB 5.pdf
Restricted to Repository staff only
Available under License Creative Commons Attribution Non-commercial.
Download (49kB)

Abstract

ABSTRAK Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh kualitas produk dan kemudahan terhadap kepuasan nasabah Bank DKI pengguna aplikasi mobile banking JakOne Mobile secara simultan maupun parsial. Penelitian ini dilakukan dengan strategi asosiatif. Metode penelitian yang digunakan adalah metode survei sebagai bagian dari pendekatan kuantitatif. Jenis data yang digunakan berupa data primer. Teknik pengumpulan data menggunakan studi kepustakaan dan kuesioner yang diberikan kepada nasabah bank DKI pemakai aktif mobile banking JakOne Mobile menggunakan aplikasi google form. Hasil penelitian menunjukkan bahwa secara simultan kualitas produk dan kemudahan memiliki pengaruh sebesar 63,68 % dengan tingkat significance F 0,000 < 0.05. Secara parsial kepuasan produk mempunyai pengaruh 39,81 % dengan nilai significance t 0,000 < 0,05, sedangkan kemudahan memiliki pengaruh sebesar 4,20 % dengan tingkat significance F 0,045 < 0,05. Simpulan dari hasil penelitian ini adalah secara simultan terdapat pengaruh yang signifikan antara kualitas produk dan kemudahan terhadap kepuasan nasabah. Secara parsial kualitas produk memiliki pengaruh yang signifikan terhadap kepuasan nasabah. Secara parsial kemudahan memiliki pengaruh yang signifikan terhadap kepuasan nasabah pengguna JakOne Mobile dari Bank DKI Kata Kunci : Kualitas Produk, Kemudahan, Kepuasan Nasabah ABSTRACT This research aims to discover how much influence that product quality and convenience effecting the satisfaction of customers of Bank DKI’s mobile banking application, JakOne Mobile, user both simultaneously and partially. This research is conducted using associative strategies. The research method used was the survey method as part of a quantitative approach. The type of data used was primary data. The technique of collecting data uses literature studies and questionnaires provided to customers of Bank DKI’s JakOne Mobile active mobile banking user using the google form application. The results showed that product quality and convenience simultaneously had the influence of 63.68% with significance level of F 0,000 <0.05. Partially product satisfaction had the influence of 39.81% with significance level of t 0.000 <0.05, while convenience had the influence of 4.20% with significance level of F 0.045 <0.05. It can be concluded that based on this research, simultaneously there was a significant influence amongst product quality and convenience on customer satisfaction. Partially, product quality has a significant effect on customer satisfaction. On the other hand, partially, convenience has a significant effect on customer satisfaction of users of JakOne Mobile from Bank DKI Keyword: Product Quality, Convenience, Costumer’s satisfaction

Item Type: Thesis (Skripsi)
Contributors:
ContributionContributorsNIDNEmail
Thesis advisorBudiono, BudionoUNSPECIFIEDUNSPECIFIED
Subjects: Manajemen > Manajemen Pemasaran
Divisions: S1 Manajemen
Depositing User: Ridho Adi Nugroho
Date Deposited: 10 Jan 2022 02:57
Last Modified: 10 Jan 2022 02:57
URI: http://repository.stei.ac.id/id/eprint/6744

Actions (login required)

View Item View Item
Repository STEI is powered by EPrints 3 which is developed by the School of Electronics and Computer Science at the University of Southampton. More information and software credits.