The Influence of Electronic Service Quality (M-BANKING) on Customer Satisfaction
(Case Study: PT. Bank Negara Indonesia)
Authors
Della I S Putri1, *, Heny Hendrayati2, Ratih Hurriyati3
1Universitas Pendidikan Indonesia
2Universitas Pendidikan Indonesia
3Universitas Pendidikan Indonesia
*Corresponding author. Email: dellailonaputri@upi.edu
Corresponding Author
Della I S Putri
Available Online 12 July 2022.
- DOI
- 10.2991/aebmr.k.220701.065How to use a DOI?
- Keywords
- Service Quality; E-Servqual; Customer Satisfaction; BNI
- Abstract
This study aims to analyze the effect of electronic service quality of BNI’s m-banking or E-SERVQUAL (Efficiency, Fulfilment, Reliability, Privacy) on customer satisfaction. The research data was obtained through a survey method with a questionnaire technique. Analysis of research data using multiple linear regression. The results of this study show that Efficiency, Fulfilment, Reliability, and Privacy significantly influence customer satisfaction for BNI Mobile Banking users.
- Copyright
- © 2022 The Authors. Published by Atlantis Press International B.V.
- Open Access
- This is an open access article distributed under the CC BY-NC 4.0 license.
Cite this article
TY - CONF AU - Della I S Putri AU - Heny Hendrayati AU - Ratih Hurriyati PY - 2022 DA - 2022/07/12 TI - The Influence of Electronic Service Quality (M-BANKING) on Customer Satisfaction BT - Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021) PB - Atlantis Press SP - 335 EP - 338 SN - 2352-5428 UR - https://doi.org/10.2991/aebmr.k.220701.065 DO - 10.2991/aebmr.k.220701.065 ID - Putri2022 ER -