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Studi Komparasi E-Service Quality pada Mobile Banking Bank Syariah Indonesia dan Bank Negara Indonesia serta Analisis Kepuasan Nasabah

Covid 19 brought changes to people's habits in conducting transactions, including Bank Syariah Indonesia (BSI). Thus, BSI is required to be able to adapt to technological developments so that it becomes a special attraction for customers in meeting needs during the pandemic. One aspect that needs to be highlighted in making innovations in technological developments is mobile. The E-Service Quality model developed by Blut (2016) is used in this study, aiming to determine the effect of the variables from E-SERVQUAL on customer satisfaction and loyalty, as well as the comparison between E-SERVQUAL BSI and Bank Negara Indonesia (BNI). On the other hand, priority scale analysis is also used to find out what dimensions need to be prioritized by BSI in an effort to improve the quality of electronic services. Respondents consisted of 214 BSI users and 240 BNI users. The results of the study using the PLS-SEM analysis method on BSI and BNI users showed that the E-SERVQUAL dimension had a significant effect on customer satisfaction and loyalty. In addition to this, when compared with BNI using the Mann Whitney Test, it is known that BSI loses significantly on all dimensions except the importance of sharia feature. Therefore, these dimensions need to be improved again in order to create consumer loyalty and compete with other banks..Ada Tabel

Ketersediaan

Call NumberLocationAvailable
13730PSB lt.2 - Karya Akhir1
Penerbit Depok Program Studi Ilmu Ekonomi Islam Fakultas Ekonomi dan Bisnis UI.,
Edisi -
Subjek E
Service quality
Customer Satisfaction
Bank Syariah Indonesi
ISBN/ISSN -
Klasifikasi -
Deskripsi Fisik xii, 115 p. ; diagr. ; 30 cm
Info Detail Spesifik -
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