ANALISIS TINGKAT KEPUASAN NASABAH ATAS KUALITAS LAYANAN M-BANKING DAN DAMPAKNYA TERHADAP MINAT MEMILIKI PRODUK LAIN DI PT BANK RIAU KEPRI CABANG UTAMA PEKANBARU
Keywords:
Satisfaction of the Service, Interests, Kepuasan Pelayanan, MinatAbstract
The study was conducted at PT. Bank Main Branch Pekanbaru Riau Riau Islands with the aim to analyze the effect of reliability, responsiveness, assurance, empathy and tangibles that is the dimension of service quality on customer satisfaction levels. To analyze the effect of the overall service quality of the interest in having another product through the customer satisfaction level on M-banking. To analyze the effect of M-Banking service quality of the interest has another product. The population in this study was 1017 customers with a sample of 287 people taken by simple random sampling method. The analysis technique used in this research is path analysis. From the test results that the reliability influence on customer satisfaction, responsiveness no effect on customer satisfaction, guarantee an effect on customer satisfaction, empathy effect on customer satisfaction. Physical evidence of an effect on customer satisfaction. The overall service quality effect on customer satisfaction. Quality of service affects their interests via the level of customer satisfaction and customer satisfaction affect the interest of the customers have other products. Customer satisfaction on M-Banking services at a rate less than satisfactory.
Penelitian dilakukan di PT. Bank Riau Kepulauan Riau Cabang Utama Pekanbaru dengan tujuan untuk menganalisis pengaruh reliability, responsiveness, assurance, empathy dan tangibles itu adalah dimensi kualitas layanan pada tingkat kepuasan pelanggan. Untuk menganalisis pengaruh kualitas layanan secara keseluruhan kepentingan dalam memiliki produk lain melalui tingkat kepuasan pelanggan pada M-banking. Untuk menganalisis pengaruh kualitas layanan M-Banking bunga memiliki produk lain. Populasi dalam penelitian ini adalah 1017 pelanggan dengan sampel 287 orang yang diambil dengan metode simple random sampling. Teknik analisis yang digunakan dalam penelitian ini adalah analisis jalur. Dari hasil pengujian bahwa keandalan pengaruh pada kepuasan pelanggan, daya tanggap tidak berpengaruh pada kepuasan pelanggan, menjamin efek pada kepuasan pelanggan, efek empati pada kepuasan pelanggan. bukti fisik berpengaruh pada kepuasan pelanggan. Keseluruhan efek kualitas pelayanan pada kepuasan pelanggan. Kualitas layanan mempengaruhi kepentingan mereka melalui tingkat kepuasan pelanggan dan kepuasan pelanggan mempengaruhi minat pelanggan memiliki produk lainnya. Kepuasan pelanggan pada layanan M-Banking pada tingkat kurang memuaskan.
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