Prameshwari,, Zahra Rizmaoctavia and Dr. Drs. Riyadi,, M.Si (2023) Pengaruh E-Service Quality, Brand Image dan Ease of Use terhadap Customer Satisfaction yang Berdampak pada M-Banking Continuance Intention (Survei pada Pengguna Bca Mobile). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh E-Service Quality, Brand Image, dan Ease of Use terhadap Customer Satisfaction dan dampaknya pada M-Banking Continuance Intention pada pengguna aplikasi BCA Mobile. Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan kasual antara variabel-variabelnya melalui pengujian hipotesis. Sampel responden pada penelitian ini diambil menggunakan teknik non-probability sampling dengan metode purposive sampling. Jumlah responden yang digunakan dalam penelitian ini berjumlah 115 responden yang merupakan nasabah Bank BCA, pengguna aplikasi BCA Mobile, dan telah menggunakan aplikasi BCA Mobile. Uji instrumen penelitian meliputi uji outer model, uji inner model dan uji path coefficient. Analisis pada penelitian ini menggunakan alat uji PLS dengan software SmartPLS 3.0. Hasil analisis yang didapat dalam penelitian ini adalah E-Service Quality berpengaruh positif dan siginifikan terhadap Customer Satisfaction, Brand Image berpengaruh positif dan signifikan terhadap Customer Satisfaction, Ease of Use berpengaruh positif dan signifikan terhadap Customer Satisfaction, dan Customer Satisfaction berpengaruh positif juga terhadap Continuance Intention.
English Abstract
This study aims to determine the effect of E-Service Quality, Brand Image, and Ease of Use on Customer Satisfaction and their impact on M-Banking Continuance Intention on BCA Mobile application users. This type of research is explanatory research which explains the casual relationship between the variables through hypothesis testing. The sample of respondents in this study was taken using a non-probability sampling technique with a purposive sampling method. The number of respondents used in this study amounted to 115 respondents who are BCA Bank customers, BCA Mobile application users, and have used the BCA Mobile application at least twice a month. The research instrument test includes the outer model test, the inner model test and the path coefficient test. The analysis in this study uses a PLS test tool with SmartPLS 3.0 software. The results of the analysis obtained in this study are E-Service Quality has a positive and significant effect on Customer Satisfaction, Brand Image has a positive and significant effect on Customer Satisfaction, Ease of Use has a positive and significant effect on Customer Satisfaction, and Customer Satisfaction has a positive effect on Continuance Intention.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | 052303 |
| Uncontrolled Keywords: | E-Service Quality, Brand Image, Ease of Use, Customer Satisfaction, Continuance Intention, Mobile Banking, BCA Mobile. |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Bisnis / Niaga |
| Depositing User: | Unnamed user with username suprihatin |
| Date Deposited: | 25 Jan 2024 03:54 |
| Last Modified: | 25 Jan 2024 03:54 |
| URI: | http://repository.ub.ac.id/id/eprint/213979 |
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Text (DALAM MASA EMBARGO)
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