PENGARUH CUSTOMER EXPERIENCE TERHADAP CUSTOMER SATISFACTION PADA PENGGUNA JENIUS (Survei pada Mahasiswa Universitas Mercu Buana Kampus Menteng & Meruya Jakarta Jurusan Public Relation dan Marcomm Angkatan 2017 – 2018)
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49373 |
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<dc schemaLocation="http://www.openarchives.org/OAI/2.0/oai_dc/ http://www.openarchives.org/OAI/2.0/oai_dc.xsd"><relation>http://repository.mercubuana.ac.id/49373/</relation><title>PENGARUH CUSTOMER EXPERIENCE TERHADAP CUSTOMER
SATISFACTION PADA PENGGUNA JENIUS
(Survei pada Mahasiswa Universitas Mercu Buana Kampus Menteng &
Meruya Jakarta Jurusan Public Relation dan Marcomm Angkatan 2017 – 2018)</title><creator>REVIANDA, UTARI</creator><subject>023.8 In-Service Training/Pelatihan Layanan</subject><subject>025.523 Cooperative Information Services/Layanan Informasi</subject><subject>642 Meals and Table Service/Makanan dan Layanan Meja</subject><subject>642.6 Serving at Table/Layanan di Meja</subject><description>Recognizing increasingly modern people's lives and being included in the
millennial generation category, namely the generation of technological literacy,
dynamic, cannot be separated from digital communication devices and prioritizes
speed, now almost every bank has created a new breakthrough that can provide
digital based services that provide convenience, speed and security to customers
such as Jenius launched by the BTPN Bank. Based on the pre survey results on 38
respondents, it showed that respondents had positive experience in Jenius'
performance. If the performance of a product or service provides a good
experience it will create a satisfaction in the minds of consumers.
This study discusses the large influence of customer experience on
customer satisfaction in Jenius users (Survey of Students at the University of
Mercu Buana Menteng & Meruya Jakarta. Department of Public Relations and
Marcomm Force 2017 - 2018).
The method used is quantitative approach with survey method. This
research was conducted with a simple random sampling data collection
techniques.
This study concludes that there is an effect of customer experience on
customer satisfaction on students majoring in Public Relations & Marcomm at the
Mercu Buana Meruya University and Menteng who use Genius. The author
suggests that Jenius continue to improve services that provide convenience and
help in conducting banking transactions.
Keywords: Banking, Digital banking, Digital banking Jenius, Customer experience,
Customer Satisfaction.

Menyadari kehidupan masyarakat yang semakin modern dan masuk dalam
kategori generasi millenial, yaitu generasi melek teknologi, dinamis, tak bisa lepas
dari perangkat komunikasi digital dan mengedepankan kecepatan, kini hampir
setiap bank telah menciptakan terobosan baru yang dapat memberikan layanan
berbasis digital yang memberikan kemudahan, kecepatan dan keamanan kepada
nasabah seperti Jenius yang diluncurkan oleh Bank BTPN. Berdasarkan hasil pra
survey pada 38 responden, menunjukkan bahwa responden memiliki pengalaman
yang positif pada kinerja Jenius. Jika kinerja suatu produk atau jasa memberikan
pengalaman baik maka akan menciptakan suatu kepuasan dalam benak konsumen.
Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh
customer experience terhadap customer satisfaction pada pengguna Jenius (Survei
pada Mahasiswa Universitas Mercu Buana Menteng & Meruya Jakarta Jurusan
Public Relation dan Marcomm Angkatan 2017 – 2018).
Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan
metode survey. Penelitian ini dilakukan dengan teknik pengumpulan data teknik
simple random sampling.
Penelitian ini menyimpulkan bahwa ada pengaruh customer experience
terhadap customer satisfaction pada mahasiswa jurusan Public Relation &
Marcomm di Universitas Mercu Buana Meruya dan Menteng yang menggunakan
Jenius. Penulis menyarankan agar Jenius terus meningkatkan layanan yang
memberikan kemudahan dan membantu dalam melakukan transaksi perbankan.
Kata kunci: Perbankan, Digital banking, Digital banking Jenius, Komunikasi
Pemasaran, Customer experience, Customer Satisfaction.</description><date>2019-07-03</date><type>Thesis:Thesis</type><type>PeerReview:NonPeerReviewed</type><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/1/1.%20Halaman%20Judul.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/2/2.%20Abstrak.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/3/3.%20Lembar%20Pernyataan.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/4/4.%20Lembar%20Pengesahan.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/5/5.%20Kata%20Pengantar.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/6/6.%20Daftar%20Isi.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/7/7.%20Daftar%20Tabel.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/8/8.%20Daftar%20Gambar.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/9/9.%20Daftar%20Lampiran.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/10/10.%20BAB%201.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/11/11.%20BAB%202.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/12/12.%20BAB%203.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/13/13.%20BAB%204.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/14/14.%20BAB%205.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/15/15.%20DAftar%20Pustaka.pdf</identifier><type>Book:Book</type><language>ind</language><identifier>http://repository.mercubuana.ac.id/49373/16/16.%20Lampiran.pdf</identifier><identifier> REVIANDA, UTARI (2019) PENGARUH CUSTOMER EXPERIENCE TERHADAP CUSTOMER SATISFACTION PADA PENGGUNA JENIUS (Survei pada Mahasiswa Universitas Mercu Buana Kampus Menteng & Meruya Jakarta Jurusan Public Relation dan Marcomm Angkatan 2017 – 2018). S1 thesis, Universitas Mercu Buana Jakarta. </identifier><recordID>49373</recordID></dc>
|
| language |
ind |
| format |
Thesis:Thesis Thesis PeerReview:NonPeerReviewed PeerReview Book:Book Book |
| author |
REVIANDA, UTARI |
| title |
PENGARUH CUSTOMER EXPERIENCE TERHADAP CUSTOMER
SATISFACTION PADA PENGGUNA JENIUS
(Survei pada Mahasiswa Universitas Mercu Buana Kampus Menteng &
Meruya Jakarta Jurusan Public Relation dan Marcomm Angkatan 2017 – 2018) |
| publishDate |
2019 |
| topic |
023.8 In-Service Training Pelatihan Layanan 025.523 Cooperative Information Services Layanan Informasi 642 Meals and Table Service Makanan dan Layanan Meja 642.6 Serving at Table Layanan di Meja |
| url |
http://repository.mercubuana.ac.id/49373/1/1.%20Halaman%20Judul.pdf http://repository.mercubuana.ac.id/49373/2/2.%20Abstrak.pdf http://repository.mercubuana.ac.id/49373/3/3.%20Lembar%20Pernyataan.pdf http://repository.mercubuana.ac.id/49373/4/4.%20Lembar%20Pengesahan.pdf http://repository.mercubuana.ac.id/49373/5/5.%20Kata%20Pengantar.pdf http://repository.mercubuana.ac.id/49373/6/6.%20Daftar%20Isi.pdf http://repository.mercubuana.ac.id/49373/7/7.%20Daftar%20Tabel.pdf http://repository.mercubuana.ac.id/49373/8/8.%20Daftar%20Gambar.pdf http://repository.mercubuana.ac.id/49373/9/9.%20Daftar%20Lampiran.pdf http://repository.mercubuana.ac.id/49373/10/10.%20BAB%201.pdf http://repository.mercubuana.ac.id/49373/11/11.%20BAB%202.pdf http://repository.mercubuana.ac.id/49373/12/12.%20BAB%203.pdf http://repository.mercubuana.ac.id/49373/13/13.%20BAB%204.pdf http://repository.mercubuana.ac.id/49373/14/14.%20BAB%205.pdf http://repository.mercubuana.ac.id/49373/15/15.%20DAftar%20Pustaka.pdf http://repository.mercubuana.ac.id/49373/16/16.%20Lampiran.pdf http://repository.mercubuana.ac.id/49373/ |
| contents |
Recognizing increasingly modern people's lives and being included in the
millennial generation category, namely the generation of technological literacy,
dynamic, cannot be separated from digital communication devices and prioritizes
speed, now almost every bank has created a new breakthrough that can provide
digital based services that provide convenience, speed and security to customers
such as Jenius launched by the BTPN Bank. Based on the pre survey results on 38
respondents, it showed that respondents had positive experience in Jenius'
performance. If the performance of a product or service provides a good
experience it will create a satisfaction in the minds of consumers.
This study discusses the large influence of customer experience on
customer satisfaction in Jenius users (Survey of Students at the University of
Mercu Buana Menteng & Meruya Jakarta. Department of Public Relations and
Marcomm Force 2017 - 2018).
The method used is quantitative approach with survey method. This
research was conducted with a simple random sampling data collection
techniques.
This study concludes that there is an effect of customer experience on
customer satisfaction on students majoring in Public Relations & Marcomm at the
Mercu Buana Meruya University and Menteng who use Genius. The author
suggests that Jenius continue to improve services that provide convenience and
help in conducting banking transactions.
Keywords: Banking, Digital banking, Digital banking Jenius, Customer experience,
Customer Satisfaction.
Menyadari kehidupan masyarakat yang semakin modern dan masuk dalam
kategori generasi millenial, yaitu generasi melek teknologi, dinamis, tak bisa lepas
dari perangkat komunikasi digital dan mengedepankan kecepatan, kini hampir
setiap bank telah menciptakan terobosan baru yang dapat memberikan layanan
berbasis digital yang memberikan kemudahan, kecepatan dan keamanan kepada
nasabah seperti Jenius yang diluncurkan oleh Bank BTPN. Berdasarkan hasil pra
survey pada 38 responden, menunjukkan bahwa responden memiliki pengalaman
yang positif pada kinerja Jenius. Jika kinerja suatu produk atau jasa memberikan
pengalaman baik maka akan menciptakan suatu kepuasan dalam benak konsumen.
Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh
customer experience terhadap customer satisfaction pada pengguna Jenius (Survei
pada Mahasiswa Universitas Mercu Buana Menteng & Meruya Jakarta Jurusan
Public Relation dan Marcomm Angkatan 2017 – 2018).
Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan
metode survey. Penelitian ini dilakukan dengan teknik pengumpulan data teknik
simple random sampling.
Penelitian ini menyimpulkan bahwa ada pengaruh customer experience
terhadap customer satisfaction pada mahasiswa jurusan Public Relation &
Marcomm di Universitas Mercu Buana Meruya dan Menteng yang menggunakan
Jenius. Penulis menyarankan agar Jenius terus meningkatkan layanan yang
memberikan kemudahan dan membantu dalam melakukan transaksi perbankan.
Kata kunci: Perbankan, Digital banking, Digital banking Jenius, Komunikasi
Pemasaran, Customer experience, Customer Satisfaction. |
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IOS5909.49373 |
| institution |
Universitas Mercu Buana |
| institution_id |
134 |
| institution_type |
library:university library |
| library |
Perpustakaan Universitas Mercu Buana |
| library_id |
542 |
| collection |
Repository Universitas Mercu Buana |
| repository_id |
5909 |
| subject_area |
Econmics/Ilmu Ekonomi Communication/Komunikasi Engineering/Ilmu Teknik Measurement/Teknik Desain, Pengujian, Pengukuran, Kualitas, Perawatan, Pemeliharaan, Perbaikan |
| city |
Jakarta Barat |
| province |
DKI JAKARTA |
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1 |
| repoId |
IOS5909 |
| first_indexed |
2019-08-02T01:20:01Z |
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2019-08-02T01:20:01Z |
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dc |
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1674510812894461952 |
| score |
17.538404 |