Yarra, Fatima and Susenohaji, S.E., M.Si (2021) Analisis Kepuasan Nasabah Terhadap Layanan Pembukaan Rekening Online. Diploma thesis, Universitas Brawijaya.
Abstract
Penelitian ini menggunakan data primer yaitu melalui kuisisoner atau angket dengan menggunakan skala likert. Penelitian ini menggunakan sampel sebanyak 20 responden. Hasil penelitian menunjukkan bahwa, Nasabah dapat merasakan manfaat yang didapatkan ketika melakukan pembukaan Rekening Online melalui BCA Mobile, adanya kendala yang dirasakan nasabah ketika menggunakan BCA Mobile, dan penyebab sebagian nasabah tidak menggunakan BCA Mobile dan memilih untuk melakukan transaksi langsung melalui Counter Costumer Service di Cabang. Hal ini dapat dikatakan bahwa peran Costumer Service sangatlah penting bagi nasabah karena pasalnya tidak semua nasabah senang melakukan pembukaan rekening Online melalui BCA Mobile melalui gadget.
English Abstract
This study aims to determine and analyze the effect of the quality of BCA Mobile Services on customer satisfaction and its impact on customer satisfaction with PT. Bank Central Asia, Tbk KCU Jombang City. This study uses primary data, namely through questionnaires or questionnaires using a Likert scale. This study used a sample of 20 respondents. The results of the study indicate that, customers can feel the benefits that are obtained when opening an Online Account through BCA Mobile, the obstacles experienced by customers when using BCA Mobile, and the reason why some customers do not use BCA Mobile and choose to make transactions directly through the Counter Customer Service at the Branch. It can be said that the role of Customer Service is very important for customers because not all customers are happy to open online accounts through BCA Mobile via gadgets.
| Item Type: | Thesis (Diploma) |
|---|---|
| Identification Number: | 0521170005 |
| Uncontrolled Keywords: | Kualitas Layanan BCA Mobile, Kepuasaan Nasabah-Analyzing, BCA Mobile Service Quality, Customer Satisfaction |
| Divisions: | Program Vokasi > Keuangan dan Perbankan |
| Depositing User: | soegeng sugeng |
| Date Deposited: | 14 May 2024 07:53 |
| Last Modified: | 17 Oct 2024 03:29 |
| URI: | http://repository.ub.ac.id/id/eprint/219285 |
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