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Pengaruh karakteristik self-service technology terhadap customer value dan customer readiness : (studi internet banking pada empat Bank besar di Indonesia
The purpose of this study is to investigate whether self-service technology can enhance customer value and customer readiness. In addition, it is proposed to inspect the effects of customer value and customer readiness in customers? continued use of internet banking. This study is conducted with a sample of 190 respondents. Structural equation model (SEM) was used to examine hypotheses. This study finds that self-service technology characteristics demonstrated positive effects on customer value and customer readiness. Beside that, customer readiness has the biggest positive relation to customer value and intention to continue use. Managers should focus their communication program to educate customers. In addition, they should reinforce self-service technology to increase customer value and customer readiness, which would influence customers? willingness to continue using internet banking.Ada tabel
Ketersediaan
| Call Number | Location | Available |
|---|---|---|
| 7020 | PSB lt.2 - Karya Akhir | 1 |
| Penerbit | Depok: Progran Studi Departemen Ilmu Manajemen Fakultas Ekonomi Universitas Indonesia 2010 |
|---|---|
| Edisi | - |
| Subjek | Consumer research Self Consumer value Internet banking Consumer readiness service technology |
| ISBN/ISSN | - |
| Klasifikasi | - |
| Deskripsi Fisik | xv, 118 p. il. ; 30 cm & lamp |
| Info Detail Spesifik | - |
| Other Version/Related | Tidak tersedia versi lain |
| Lampiran Berkas | Tidak Ada Data |