Reza, Wella Alfa and San Rudiyanto, SE., MSA., Ak (2022) Analisis Kepuasan Nasabah Bank Central Asia Pada Pemanfaatan Fitur Buka Rekening Baru Melalui Bca Mobile (Studi Kasus Di Pt. Bank Central Asia, Tbk Kantor Cabang Pembantu Blimbing). Diploma thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui kepuasan nasabah dalam pemanfaatan fitur buka rekening baru melalui BCA mobile dan memahami syarat, ketentuan, dan prosedur, serta solusi permasalahan dengan baik. Jenis penelitian yang digunakan adalah metode deskriptif kualitatif dengan studi kasus PT. Bank Central Asia, Tbk Kantor Cabang Pembantu Blimbing. Teknik pengumpulan data yang digunakan yaitu wawancara dengan Customer Service Officer dan kuesioner dengan sampel sebanyak 30 narasumber nasabah BCA KCP Blimbing. Dari hasil penelitian diketahui bahwa: (1) Nasabah dapat merasakan manfaat yang didapatkan ketika melakukan pembukaan rekening online melalui BCA mobile seperti nasabah tidak harus datang ke kantor cabang, waktu lebih fleksibel karena dapat diakses kapan dan dimana saja, jauh lebih aman dari penyebaran virus COVID-19, serta mendukung program go green dengan formulir pembukaan rekening elektronik. (2) Tentunya fitur buka rekening baru pada BCA mobile ini terdapat beberapa kekurangan yakni tidak semua kalangan usia dapat memahami alur pembukaan rekening online dengan tepat, rawan terjadinya kesalahan dalam pengisian atau pengunggahan data, rawan terjadi gangguan server, dan nasabah harus memiliki handphone Android atau IOS. Upaya PT. Bank Central Asia, Tbk menghadirkan fitur buka rekening baru pada aplikasi mobile banking (BCA mobile) diharapkan dapat mempercepat pelayanan dan juga membantu nasabah dalam menyelesaikan kebutuhan transaksi perbankan dengan sangat praktis, cukup menggunakan smartphone. Untuk itu, setiap nasabah wajib memahami dan mengikuti alur ketentuan pembukaan rekening secara online melalui BCA mobile agar tidak terjadi kesalahpahaman dalam pengisian maupun pengunggahan data diri nasabah yang bersangkutan.
English Abstract
This research aims to determine customer satisfaction in the utilization of online savings account opening feature via BCA mobile and understand the terms, conditions, and procedures, as well as problem solutions properly. The type of research used is a qualitative descriptive method with a case study of PT. Bank Central Asia, Tbk Blimbing Sub-Branch Office. The data collection techniques used were interviews with Customer Service Officers and questionnaires with a sample of thirty BCA KCP Blimbing customer speakers. From the results of research, it is known that: (1) Customers can feel the benefits obtained when opening an online savings account via BCA mobile, such as customers do not have to come to branch offices, time is more flexible because it can be accessed anytime and anywhere, much safer from the spread of the COVID-19 virus, and supporting the go green program with electronic form for opening an online savings account. (2) Of course, online savings account opening feature on BCA mobile has several disadvantages, where not all age groups could understand the process of opening online savings account precisely, there is a risk of errors in filling or uploading data, there is a risk of server disruptions, and the customers must have an Android or IOS cellphone. Efforts of PT. Bank Central Asia, Tbk presents an online savings account opening feature on the mobile banking application (BCA mobile) which is expected to speed up services and also help customers in completing banking transaction needs very practically, simply using a smartphone. That’s why, every customer have to obey the step for opening online savings account via BCA mobile for minimalizing error in filling and uploading the customer’s personal data.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0522170068 |
| Uncontrolled Keywords: | Fitur Buka Rekening Baru, Manfaat, Kepuasan Nasabah, Online Savings Account Opening Feature, Benefits, Customer Satisfaction. |
| Divisions: | Program Vokasi > Keuangan dan Perbankan |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 24 May 2023 07:22 |
| Last Modified: | 24 May 2023 07:22 |
| URI: | http://repository.ub.ac.id/id/eprint/200253 |
![[thumbnail of DALAM MASA EMBARGO]](http://repository.ub.ac.id/style/images/fileicons/text.png) |
Text (DALAM MASA EMBARGO)
Wella Alfa Reza.pdf Restricted to Registered users only until 31 December 2024. Download (4MB) |
Actions (login required)
 |
View Item |