ANALISIS KUALITAS LAYANAN MOBILE BANKING TERHADAP KEPUASAN PELANGGAN (Studi Pada Bank X Area Semarang)

PURNOMO, Andreana Yulia and DWIYANTO , Bambang Munas (2017) ANALISIS KUALITAS LAYANAN MOBILE BANKING TERHADAP KEPUASAN PELANGGAN (Studi Pada Bank X Area Semarang). Undergraduate thesis, Fakultas Ekonomika dan Bisnis.

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Abstract

All activities nowadays are based on technology include in banking industry. One of the innovations that made banks which associated with the development of technology is the use of mobile banking. The aim of this study is to analyze whether electronic service quality influence on customer satisfaction. The sample in this study were 160 respondents that had used mobile banking, with non-probability samples with analytical method used is multiple linier regression using SPSS 23. The results of this study showed that the five independent variables has a positive and significant to the dependent variables, realiability(0,217), responsiveness (0,264), Assurance (0,200), Empathy (0,204) and Tangibles (0,120) to customers satisfaction

Item Type:Thesis (Undergraduate)
Additional Information:Service Quality, Customers Satisfaction
Uncontrolled Keywords:Service Quality, Customers Satisfaction
Subjects:H Social Sciences > H Social Sciences (General)
Divisions:Faculty of Economics and Business > Department of Management
ID Code:53937
Deposited By:Mr. Perpustakaan Fakultas Ekonomi
Deposited On:02 Jun 2017 10:51
Last Modified:02 Jun 2017 10:51

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