Fernaldy, Ishaq (2017) Analisis Pengaruh E-Service Quality Dan Nilai Pelanggan Terhadap Kepuasan Pelanggan Nasabah Layanan E-Banking (Studi Pada Nasabah Bank Rakyat Indonesia Di Malang). Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini bertujuan untuk mengetahui pengaruh dari e-service quality dan nilai pelanggan terhadap kepuasan pelanggan nasabah e-Banking BRI yang berdomisili di Malang Jenis penelitian ini adalah explanatory research yang menjelaskan hubungan kausal antara variabel-variabel melalui uji hipotesis yang ada. Data dikumpulkan melalui metode kuesioner terhadap 160 responden pengguna e-Banking BRI yang diperoleh dengan menggunakan salah satu teknik non probability sampling yaitu teknik purposive. Metode analisis data dilakukan dengan Partial Least Square (PLS) dengan software Smart PLS 3.0. Hasil penelitian menyatakan bahwa e-service quality dan nilai pelanggan berpengaruh signifikan terhadap kepuasan pelanggan nasabah e-Banking BRI di Malang. Nilai Adjusted R Square sebesar 0,636 yang berarti bahwa e-service quality dan nilai pelanggan berpengaruh sebesar 63.6% terhadap kepuasan pelanggan e-Banking BRI. sedangkan sisanya sebesar 36.4% dijelaskan oleh variabel lain diluar kedua variabel yang digunakan dalam penelitian ini.
English Abstract
This study aims to determine the effect of e-service quality and perceived value on customer satisfaction of e-Banking BRI customer domiciled in Malang This type of research is an explanatory research that explains the casual relationship between the variables through the existing hypothesis test. The data collected through questionnaire method to 160 respondents of e-Banking BRI users obtained by using one of the non-probability sampling technique which is the purposive sampling technique. The data analyzed with the method of Partial Least Square (PLS) with Smart PLS 3.0 software. The result of this research stated that the e-service quality and perceived value is significant to the customer satisfaction of e-Banking BRI in Malang. The Adjusted R-square is on 0.636, which means e-service quality and perceived value has the effect on e-Banking BRI customer satisfaction is at 63.6%. While the other 36.4% is explained by other variables that is not be used in this study
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FE/2017/409/051708883 |
| Uncontrolled Keywords: | Kepuasan pelanggan, e-service quality, nilai pelanggan |
| Subjects: | 600 Technology (Applied sciences) > 658 General management > 658.8 Managemet of marketing > 658.81 Sales management > 658.812 Customer relations |
| Divisions: | Fakultas Ekonomi dan Bisnis > Manajemen |
| Depositing User: | Nur Cholis |
| Date Deposited: | 22 Sep 2017 02:03 |
| Last Modified: | 23 Nov 2020 07:38 |
| URI: | http://repository.ub.ac.id/id/eprint/2833 |
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