STUDI KEPUASAN NASABAH TERHADAP PENGGUNAAN LAYANAN MOBILE BANKING BCA DI CABANG BCA KCU DEPOK DENGAN METODE CSI

• IMANUEL EFRATA KRISTINA
• 2025

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Abstrak

Untuk memahami sejauh mana keberhasilan aplikasi dalam mencapai tujuan dan memenuhi harapan pengguna, untuk melakukan pengukuran maka peneliti menggunakan metode survey dari beberapa sumber nasabah terhadap kepuasan BCA Mobile tersebut. Kompetensi yang ketat di industri perbankan saat ini, menuntut Bank BCA untuk terus memenuhi kebutuhan layanan perbankan demi tercapainya kepuasan nasabah. Layanan mobile banking merupakan salah satu inovasi untuk memenuhi kebutuhan layanan perbankan. Penelitian ini dilakukan untuk mengukur kepuasan penggunaan mobile banking dengan menyebar kuesioner pada 25 responden yang menggunakan layanan mobile banking. Metode analisis data yang digunakan adalah Customer Statisfaction Index dan diolah dengan menggunakan WPS Excel dan Statistical Product and Service Solutions (SPSS) Versi 22. Dari hasil perhitungan Customer Satisfaction Index (CSI) diperoleh nilai Customer Satisfaction Index (CSI) sebesar 85,76%, berdasarkan kriteria nila  indeks kepuasan konsumen nilai tersebut berada di rentan 81% - 100%,  sehingga dapat disimpulkan bahwa tingkat kepuasan pengguna aplikasi BCA  Mobile Banking berada pada kategori sangat puas.

 

efektif. Kata Kunci : kualitas produk, Customer Statisfaction Index, efektivitas penggunaan mobile banking.

 

Abstract

To understand the extent to which the application is successful in achieving its goals and meeting user expectations, to conduct measurements, the researcher used a survey method from several customer sources regarding BCA Mobile satisfaction. The tight competition in the banking industry today requires Bank BCA to continue to meet the needs of banking services in order to achieve customer satisfaction. Mobile banking services are one of the innovations to meet the needs of banking services. This study was conducted to measure the satisfaction of using mobile banking by distributing questionnaires to 25 respondents who use mobile banking services. The data analysis method used is the Customer Statistics Index and is processed using WPS Excel and Statistical Product and Service Solutions (SPSS) Version 22. From the results of the Customer Satisfaction Index (CSI) calculation, the Customer Satisfaction Index (CSI) value was obtained at 85.76%, based on the criteria for the value of the consumer satisfaction index, the value is in the range of 81% - 100%, so it can be concluded that the level of satisfaction of BCA Mobile Banking application users is in the very satisfied category.

Keywords :product quality, Customer Satisfaction Index, effectiveness of mobile banking usage.

• KUALITAS BCA MOBILE

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