PENGARUH KUALITAS PELAYANAN INTERNET BANKING TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH (Studi Pada Nasabah PT. Bank Negara Indonesia, Tbk KCP Ketahun Kabupaten Bengkulu Utara)

Dublin Core

Title

PENGARUH KUALITAS PELAYANAN INTERNET BANKING TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH (Studi Pada Nasabah PT. Bank Negara Indonesia, Tbk KCP Ketahun Kabupaten Bengkulu Utara)

Description

ABSTRACT
This study aims to determine 1) the effect of internet banking service quality on
customer satisfaction, 2) the influence of internet banking service quality on customer loyalty
at PT. Bank Negara Indonesia, Tbk Bengkulu Branch. This research is a descriptive
quantitative research. The sample in this study is the customer of online banking users of Bank
BNI totaling 85 respondents. Data collection techniques are observation, questionnaires and
documentation. The data analysis technique used in this research is descriptive quantitative
with a simple linear regression approach.
This study are two regression equations, namely the first equation, Y1 = 5.787 + 0.421
(X) and the second equation, Y2 = 7.327 + 0.833 (X). The results showed that there were: 1)
the influence of the quality of internet banking services on customer satisfaction by 53.8%, 2)
the influence of the quality of internet banking services on customer loyalty by 44%. While the
rest is influenced by other variables not examined in the current study.
Keywords: Internet Banking Service Quality, Customer Satisfaction, Customer Loyalty.

Creator

Cika Yulyanti Putri
Meilaty Finthariasari
Adi Sismanto
Subandrio

Source

PROGRAM STUDI MANAJEMEN

Publisher

UPT Perpustakaan

Date

04/02/2022

Contributor

Universitas Muhammadiyah Bengkulu

Rights

Universitas Muhammadiyah Bengkulu

Language

Bahasa Indonesia

Identifier

DAFTAR PUSTAKA
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Collection

Citation

Cika Yulyanti Putri et al., “PENGARUH KUALITAS PELAYANAN INTERNET BANKING TERHADAP KEPUASAN NASABAH DAN LOYALITAS NASABAH (Studi Pada Nasabah PT. Bank Negara Indonesia, Tbk KCP Ketahun Kabupaten Bengkulu Utara),” Repository Universitas Muhammadiyah Bengkulu, accessed April 17, 2024, http://repo.umb.ac.id/items/show/2724.