AZHARI, KHAIRUL (2010) PENGARUH KUALITAS LAYANAN TERHADAP KEPUASAN PENGGUNA INTERNET BANKING PT. BANK CIMB NIAGA Tbk CABANG WISMA PONDOK INDAH. S2 thesis, Universitas Mercu Buana Menteng-Jakarta.
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Abstract
Kemajuan teknologi komunikasi dan informasi yang sedemikian rupa pesat serta pemanfaatan secara luas, membuka peluang bagi pengaksesan, pengelolaan dan pendayagunaan informasi dalam volume yang besar secara cepat dan akurat. Dengan pemanfaatan teknologi informasi dan komunikasi akan meningkatkan efisien, efektifitas, transparasi dan akuntabilitas penyelenggaraan kegiatan perbankan. Salah satu tujuan dari e-banking adalah memberikan layanan publik secara elektronik melalui media situs web perbankan. Layanan internet banking bank cimb niaga selalu dikembangkan dan disempurnakan secara berkesinambungan dari waktu ke waktu. Namun banyaknya keluhan pengguna menjadi masalah pokok yang perlu ditindaklanjuti. Diantaranya kesulitan penggunaan mPin dalam bertransaksi, penanganan komplain yang kurang maksimal, lemahnya edukasi dan pemahaman kemudahan bertransaksi melalui internet banking. Berdasarkan permasalahan itu, penelitian ini bertujuan untuk mengetahui tingkat kepuasan nasabah bank cimb niaga sebagai pengguna layanan internet banking bank cimb niaga. Dalam penelitian ini, obyek yang menjadi bahan penelitian adalah para nasabah bank cimb niaga yang menggunakan layanan internet banking. Jumlah responden yang digunakan sebanyak 100 orang. Penelitian ini bersifat deskriptif, dan analisis data menggunakan regresi linier berganda. Berdasarkan hasil analisis diperoleh bahwa variabel kemudahan penggunaan mempunyai pengaruh yang signifikan terhadap kepuasan pengguna layanan internet banking, sedangkan variabel kinerja dan isi tidak signifikan. Kemudian variabel variabel yang perlu diperhatikan dan ditingkatkan kembali adalah variabel isi yaitu ketepatan waktu, akurasi dan relevansi, karena walaupun nilainya rendah namun mempengaruhi kepuasan pengguna layanan internet banking.Communication and technological advances such information rapidly and widely use, opening opportunities for access, management and utilization of information in large volumes quickly and accurately. With the utilization of information and communication technologies will increase the efficiency, effectiveness, transparency and accountability in the implementation of banking activities. One of the objectives of e-banking is to provide public services electronically through the media banking website. Internet banking service of Bank CIMB Niaga always developed and refined on an ongoing basis from time to time. But the number of user complaints to the central issue that must be followed up. Among the difficulties in transaction mPin use, handling of complaints is less maximal, poor education and ease of understanding through internet banking transactions. Based on that issue, this study aims to determine the level of customer satisfaction cimb commercial banks as users of Internet banking services of Bank CIMB Niaga. In this study, which became the object of research materials were cimb commercial bank customers who use internet banking service. The number of respondents who used as many as 100 people. This study is descriptive, and data analysis using multiple linear regression. Based on the analysis results obtained that the variable ease of use has a significant impact on user satisfaction of internet banking services, while the performance variables and the contents are not significant. Then variable variables to consider and improved return is variable contents of timeliness, accuracy and relevance, because although the low value user satisfaction but affect internet banking services.
| Item Type: | Thesis (S2) |
|---|---|
| Call Number CD: | CDT-551-10-134 |
| NIM/NIDN Creators: | 55107110054 |
| Uncontrolled Keywords: | MM, TESIS MAGISTER MANAJEMEN |
| Subjects: | 600 Technology/Teknologi > 650 Management, Public Relations, Business and Auxiliary Service/Manajemen, Hubungan Masyarakat, Bisnis dan Ilmu yang Berkaitan > 658 General Management/Manajemen Umum |
| Divisions: | Pascasarjana > Magister Manajemen |
| Depositing User: | UMMI RAHMATUSSYIFA |
| Date Deposited: | 19 May 2022 06:38 |
| Last Modified: | 14 Jul 2022 02:52 |
| URI: | http://repository.mercubuana.ac.id/id/eprint/61332 |
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