Analisis Pengaruh Layanan Fitur Cardless (Tanpa Kartu) Pada Aplikasi BRImo Terhadap Kepuasan Nasabah Pada PT. Bank Rakyat Indonesia (BRI) Unit Blimbing Kota Malang

Putri, Aura Dindi Permana and Susenohaji, S.E., M.Si.,Ak (2023) Analisis Pengaruh Layanan Fitur Cardless (Tanpa Kartu) Pada Aplikasi BRImo Terhadap Kepuasan Nasabah Pada PT. Bank Rakyat Indonesia (BRI) Unit Blimbing Kota Malang. Diploma thesis, Universitas Brawijaya.

Abstract

Menipisnya keberadaan stock kartu ATM di Bank Rakyat Indonesia Unit Blimbing, membuat transaksi keuangan seperti tarik tunai dan setor tunai sementara dialihkan dengan menggunakan fitur cardless pada aplikasi BRImo. sehingga penelitian ini dibuat untuk mengetahui apakah terdapat pengaruh anatara variabel efficiency, reliability, fulfillment, privacy, responsiveness, dan contact terhadap kepuasan nasabah. Metode yang digunakan dalam penelitian ini adalah metode kuantitatif dengan teknik pengumpulan data menggunkan kuisioner (angket). Sampel yang digunakan sebesar 100 responden dengan teknik purposive sampling. Sedangkan teknik analisis data yang digunakan dalam penelitian ini adalah analisis regresi berganda dengan siginifikasni sebesar 5%, uji validitas, uji reliabilitas dan uji asumsi klasik, yang diolah dengan program SPSS versi 23. Adapun hasil dari penelitian ini adalah: diketahui bahwa analisis regresi berganda yang dilakukan pada variabel efficiency, reliability, fulfillment, privacy, responsiveness, dan contact memberikan pengaruh yang cukup siginifikan terhadap kepuasan nasabah. Secara bersama sama variabel efficiency, reliability, fulfillment, privacy, responsiveness, dan contact memiliki pengaruh secara simultan terhadap kepuasan nasabah di BRI Unit Blimbing, dengan nilai Fhitung sebesar 94.019 (Ftabel=2.198). Dari uji parsial yang dilakukan diperoleh hasil efficiency (dengan p value 0.001<0.05), reliabillity (dengan p value 0.001<0.05), fulfillment (dengan p value 0.001<0.05), privacy (dengan p vaule 0.001<0.05), responsiveness (dengan p value 0.015<0.05), dan contact (dengan p value 0.001<0.05). Sehingga dapat disimpulkan bahwa setiap variabel bebas memiliki pengaruh yang positif terhadap kepuasan nasabah di BRI Unit Blimbing, dan jika dilihat dari nilai thitung variabel reliability memiliki pengaruh yang paling besar terhadap kepuasan nasabah yaitu dengan niliai thitung sebesar 7.272 (ttabel=1.661). secara keseluruhan diketahui bahwa variabel efficiency, reliability, fulfillment, privacy, responsiveness, dan contact memiliki prengaruh sebesar 85.8% terhadap kepuasan nasabah di BRI Unit Blimbing.

English Abstract

The depletion of the existence of ATM card stock at Bank Rakyat Indonesia Blimbing Unit makes financial transactions such as cash withdrawals and cash deposits temporarily diverted using the cardless feature in the BRImo application. So this study was made to determine whether there is an influence between the variables of efficiency, reliability, fulfillment, privacy, responsiveness, and contact on customer satisfaction. The method used in this study is a quantitative method with a data collection method using questionnaire techniques (questionnaires). The sample in this study rewas 100 respondents with a sampling method using purposive sampling techniques. While the data analysis techniques used in this study are multiple regression analysis with a significance of 5%, validity tests, reliability tests and classical assumption tests, which are processed with the SPSS program version 23. The results of this study are: it is known that multiple regression analysis conducted on the variables efficiency, reliability, fulfillment, privacy, responsiveness, and contact has a significant influence on customer satisfaction. Together, the variables efficiency, reliability, fulfillment, privacy, responsiveness, and contact have a simultaneous influence on customer satisfaction at BRI Unit Blimbing, with a Fcalculate value of 94,019 (Ftable = 2,198). From the partial test carried out, the results of efficiency (with p value 0.001<0.05), reliability (with p value 0.001<0.05), fulfillment (with p value 0.001<0.05), privacy (with p vaule 0.001<0.05), responsiveness (with p value 0.015<0.05), and contact (with p value 0.001<0.05). So it can be concluded that each independent variable has a positive influence on customer satisfaction at BRI Unit Blimbing, and when viewed from the calculated value of the reliability variable has the greatest influence on customer satisfaction, namely with a calculation value of 7,272 (ttable = 1,661). Overall, it is known that the variables efficiency, reliability, fulfillment, privacy, responsiveness, and contact have an impact of 85.8% on customer satisfaction at BRI Unit Blimbing.

Item Type:	Thesis (Diploma)
Identification Number:	0523170269
Uncontrolled Keywords:	Kuliatas layanan, Fitur Cardless, BRimo, Kepuasan Nasabah-Quality of service, Cardless Features, BRimo, Customer Satisfaction
Divisions:	Program Vokasi > Keuangan dan Perbankan
Depositing User:	soegeng sugeng
Date Deposited:	27 Feb 2024 02:28
Last Modified:	27 Feb 2024 02:28
URI:	http://repository.ub.ac.id/id/eprint/216557

Text (DALAM MASA EMBARGO) Aura Dindi Permana Putri.pdf Restricted to Registered users only Download (4MB)

Actions (login required)

View Item