Pengaruh Kepercayaan Nasabah Dan Kualitas Layanan Mobile Banking Terhadap Kepuasan Nasabah Generasi Z Di Industri Jasa Perbankan (Studi Kasus: Bank Bca)

Widyawati, Milenia and , Ahmad Kholid Al Ghofari, ST. MT. (2022) Pengaruh Kepercayaan Nasabah Dan Kualitas Layanan Mobile Banking Terhadap Kepuasan Nasabah Generasi Z Di Industri Jasa Perbankan (Studi Kasus: Bank Bca). Skripsi thesis, Universitas Muhammadiyah Surakarta.

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Abstract

Technological developments in improving service quality, the banking world must innovate for customer satisfaction, including generation Z. This study aims to develop a model of customer satisfaction generation Z in the banking industry to analyze customer trust and the quality of mobile banking services which are factors that influence it. The research method used is quantitative. The measurement scale used is the Likert scale. Analysis of the data used in this study is multiple linear regression which is processed with SPSS software. The results of the t-test on the variable of customer trust that have an influence on customer satisfaction are evidenced by the t-count value of 4.468 > t-table of 1.984. While the service quality variable has an influence on customer satisfaction as evidenced by the t count value of 5.594 > t table of 1.984. The results of the F test on the variables of customer trust and service quality have an influence on customer satisfaction as evidenced by the calculated F value 57.491 > F table 3.091. Meanwhile, the coefficient of determination on the variable of customer trust and the quality of mobile banking services explains the variable of customer satisfaction by 54.8%.

Item Type: Thesis (Skripsi)
Uncontrolled Keywords: Customer Satisfaction, Service Quality, M-banking
Subjects: T Technology > TI Industrial Engineering
Divisions: Fakultas Teknik > Teknik Industri
Depositing User: MILENIA WIDYAWATI
Date Deposited: 11 Aug 2022 03:46
Last Modified: 11 Aug 2022 03:46
URI: http://eprints.ums.ac.id/id/eprint/103539

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