Analisis Atas Dimensi Kualitas Jasa Dan Pengaruhnya Pada Kepuasan Konsumen Pengguna Internet Banking
| Main Authors: | , Satria Dimas Adityo, SE., , Dr. Iin Mayasari ,M.M.,M.Si, |
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| Format: | Thesis NonPeerReviewed |
| Terbitan: |
[Yogyakarta] : Universitas Gadjah Mada
, 2011
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| Subjects: | |
| Online Access: |
https://repository.ugm.ac.id/89902/ http://etd.ugm.ac.id/index.php?mod=penelitian_detail&sub=PenelitianDetail&act=view&typ=html&buku_id=51135 |
Daftar Isi:
- The study aimed to determine the effect of variable dimensions of service quality in bank customers'satisfaction towards services and applications, especially in internet banking activities. The variables used in this study are based on the model of service quality and customer satisfaction developed by Long and McMellon (2004) and Rod, Ashill, Shao and Carruthers (2009) These variables are variables tangibility, reliability, responsiveness, assurance , empathy and customer satisfaction as the dependent variable. Research conducted on 160 respondents who are customers who use internet banking. Selection of respondents conducted by purposive sampling. Data processing was done using multiple regression analysis. Based on the research result that shows that the variables influencing the reliability and customer satisfaction is guaranteed. Three other variables, namely tangibility, empathy and responsiveness did not have a significant impact on customer satisfaction in internet banking.