ANALISIS PENGARUH KUALITAS M-BANKING TERHADAP KEPUASAN NASABAH: STUDI KASUS BANK WOORI SAUDARA

• MUHAMAD IQBALLULLAH NAZMUDIN
• 2020

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ABSTRAK

Muhammad Iqballullah Nazmudin (19191024), Analisa Pengaruh Kualitas M-banking Terhadap Kepuasan Nasabah: Studi Kasus Bank Woori Saudara

 

 Penelitian ini bertujuan untuk menganalisis pengaruh dimensi kualitas yaitu kualitas informasi, kualitas sistem dan kualitas pelayanan yang memengaruhi kepuasan pengguna dan penggunaan mobile banking. Sampel penelitian diambil menggunakan teori   Ferdinand   (2000)   yang   menggunakan   metode   maksimum Likelihood   Estimation (MLE). Jumlah sampel yang digunakan yaitu 125 responden, data yang diperoleh selanjutnya diolah dan di analisis menggunakan teknik PLS (Partial Least Square) menggunakan software SmartPLS 3.0. hasil penelitian menunjukkan bahwa kualitas sistem berpengaruh signifikan terhadap penggunaan, kualitas informasi sangat berpengaruh signifikan terhadap kepuasan pengguna, kualitas pelayanan sangat berpengaruh terhadap penggunaan dan kepuasan pengguna

ABSTRACT

Muhammad Iqballullah Nazmudin (19191024), Analisa Pengaruh Kualitas M-banking Terhadap Kepuasan Nasabah: Studi Kasus Bank Woori Saudara

 

This study aims to analyze the influence of the quality dimensions, namely information quality, system quality, and service quality that affect user satisfaction and use of mobile banking. The research sample was taken using the theory of Ferdinand (2000) which uses the Maximum Likelihood Estimation (MLE) method. The number of samples used was 125 respondents, the data obtained were then processed and analyzed using the PLS (Partial Least Square) technique using the SmartPLS 3.0 software. The results showed that the quality of the system had a significant effect on usage, the quality of information had a very significant effect on user satisfaction, the quality of service had a significant effect on the use and user satisfaction.

• Kepuasan Pengguna
• Kualitas Sistem
• Kualitas Informasi
• Kualitas pelayanan
• Partial Leas Square

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