Informasi Umum

Kode

20.25.029

Klasifikasi

332.17 - Banking services

Jenis

Proceeding ( Electronic )

Subjek

Banking Services

No. Rak

8a

Informasi Lainnya

Abstraksi

Abstract—The development of the world's technologists increasingly rapidly and affect the management of the company's business, as well as its impact on the management of the banking system, initially many manually-made banking services are now demanding fundamental changes to almost all business activities and banking products using information technology. One form of banking information technology is Bank Mandiri which has launched one of its products known as M Banking Mandiri service. Given that the researcher is interested to do research about M Banking Mandiri Service. Observations conducted to determine the extent of the contribution of service quality M Banking Mandiri to consumer satisfaction and what predictors of customer satisfaction that cause Top Brand Image M Banking Mandiri is in a position to 2 (two) after the BCA (first). Research method used in this research use survey with associative technique to analyze influence between variable. Respondents used as many as 75 people. M Banking Mandiri users in the city of Bandung. The results revealed that Tangible, Emphaty and Responsiveness have a positive and significant impact on customer satisfaction, while Reliability and Assurance have positive but not significant impact on customer satisfaction. Simultaneously the quality of service has a positive and significant impact on customer satisfaction M Banking Mandiri in the city of Bandung. On empirical findings in this study M Banking Mandiri customer satisfaction can be improved through the Tangible, Empathy and Responsiveness but consumers are not so attentive to Reliability and Assurance promised by the bank because it is the responsibility of the bank to do. The more basic empirical finding is that Responsiveness is a major factor in increasing consumer satisfaction, whereas Emphaty and Tangible are the first and second supporting factors. Keywords— Mobile Banking, Service Quality; Customer Satisfaction

Koleksi & Sirkulasi

Seluruh 1 koleksi sedang dipinjam

Pengarang

Nama	Harrie Lutfie, Rahmat Hidayat
Jenis	Perorangan
Penyunting
Penerjemah

Penerbit

Nama	D3 Manajemen Pemasaran
Kota	Bandung
Tahun	2018

Sirkulasi

Harga sewa	IDR 0,00
Denda harian	IDR 0,00
Jenis	Non-Sirkulasi

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