PENERAPAN METODE SERVQUAL TERHADAP KUALITAS LAYANAN SISTEM INFORMASI MOBILE BANKING PADA BANK JAMBI KCP SUNGAI BAHAR
Article Sidebar
Main Article Content
Abstract
The quality of service provided to create customer satisfaction is a key to success in business competition. Bank Jambi KCP Sungai Bahar must ensure the best service for customer comfort and security. One issue faced is the lack of customer understanding regarding independent mobile banking activation, leading them to rely on customer service assistance. This study uses the Servqual method to measure service quality, with 304 respondents completing a valid questionnaire. Results show the lowest Servqual scores in variables X2.1 and X4.3, while reliability tests indicate that Reliability and Empathy variables have low scores. Indicators in Reliability, such as accessibility and service accuracy, as well as in Empathy, like needed information and customer expectations, were assessed as weak
Downloads
Article Details
References
[2] Sugiyono, metode penelitian kombinasi mixed method, 2017
[3] B. Darma, STATISTISKA PENELITIAN MENGGUNAKAN SPSS (uji validitas, Uji Reliabilitas, Regresi Linier Sederhana, Regresi Linier Berganda, Uji T, Uji F, R2), GUEPEDIA, 2021.
[4] IKATAN BANKIR INDONESIA (IBI). (2014). MEMAHAMI AUDIT INTERN BANK. JAKARTA GPU.
[5] Lestari, S. (2023). ANALISIS KUALITAS LAYANAN APLIKASI BNI MOBILE BANKING DENGAN MENGGUNAKAN METODE SERVQUAL. Universitas Dinamika Bangsa.
[6] Oktariani Anniza Ulfah. (2023). Analisis Pemanfaatan Teknologi Informasi (Aplikasi L Online) Terhadap Kualitas Pelayanan Di Bank Lampung KCP Kalianda Dengan Metode Service Quality (servqual). https://www.researchgate.net/publication/375085006_Analisis_Pemanfaatan_Teknologi_Informasi_Aplikasi_L_Online_Terhadap_Kualitas_Pelayanan_Di_Bank_Lampung_KCP_Kalianda_Dengan_Metode_Service_Quality_servqual
[7] Sinollah, & Masuroh. (2019). PENGUKURAN KUALITAS PELAYANAN (Servqual – Parasuraman) DALAM MEMBENTUK KEPUASAN PELANGGAN SEHINGGA TERCIPTA LOYALITAS PELANGGAN.
[8] Tirtana, & Sari. (2014). “Analisis pengaruh persepsi kebermanfaatan, persepsi kemudahan dan kepercayaan terhadap penggunaan mobile banking"
[10] Zulkifly, Z. A., Brasit, N., Alhaqqi, M. S., & Adelia, S. (2022). Analisis Peningkatan Kualitas Layanan Mobile Banking dengan Pendekatan Metode EServqual. https://journal.unhas.ac.id/index.php/jbmi/article/view/21337