The Influence Of Electronic Service Quality (M-BANKING) On Customer Satisfaction (Case Study: PT. Bank Negara Indonesia)
Della Ilona Suryana Putri, Ratih Hurriyati, Heny Hendrayati

Universitas Pendidikan Indonesia

Abstract

This study aims to analyze the effect of service quality BNI m-banking which consists of: from the dimensions of E-SERVQUAL (Efficiency, Fulfillment, Reliability , Privacy) to customer satisfaction. The research data was obtained through a survey method with a questionnaire technique. Analysis of research data using multiple linear regression. The results of this study show that Efficiency, Fulfillment, Reliability, Privacy have a significant influence on customer satisfaction for BNI Mobile Banking users.

Keywords: Service Quality, E-Servqual, Customer Satisfaction, BNI.

Topic: Marketing Management