ANALISIS KEAMANAN, KERAGAMAN LAYANAN DAN REPUTASI BANK TERHADAP KEPUASAN NASABAH MENGGUNAKAN LAYANAN MOBILE BANKING (Studi Kasus Pada Pengguna Layanan BNI Mobile Banking di Kantor Cabang Jakarta Pusat)

TUA, JONATHAN SAUR MARULI (2022) ANALISIS KEAMANAN, KERAGAMAN LAYANAN DAN REPUTASI BANK TERHADAP KEPUASAN NASABAH MENGGUNAKAN LAYANAN MOBILE BANKING (Studi Kasus Pada Pengguna Layanan BNI Mobile Banking di Kantor Cabang Jakarta Pusat). S2 thesis, Universitas Mercu Buana Jakarta.

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Abstract

This study aims to determine the effect of security, service diversity, and bank reputation with customer satisfaction. The object of this research is BNI Mobile Banking service users in Central Jakarta. Data collection techniques were carried out by distributing questionnaires of 100 respondents. This study uses multiple linear regression method using the coefficient of determination to show how much influence between variables. The results showed that security variables have a positive and significant influence on customer satisfaction, service diversity variables have a positive and significant influence on customer satisfaction, Bank reputation variables have a positive and significant influence on customer satisfaction, and simultaneously security variables, service diversity, and Bank reputation have a significant influence on customer satisfaction of BNI Mobile Banking service users in Central Jakarta. Keywords: Security, Service Diversity, Bank Reputation, Customer Satisfaction Penelitian ini bertujuan untuk mengetahui pengaruh antara keamanan, keragaman layanan, dan reputasi bank dengan kepuasan nasabah. Objek penelitian ini adalah pengguna layanan BNI Mobile Banking di Jakarta Pusat. Teknik pengumpulan data dilakukan dengan penyebaran kuesioner 100 responden. penelitian ini menggunakan metode regresi linier berganda dengan menggunakan koefisien determinasi untuk menunjukkan seberapa besar pengaruh antar variabel. Hasil penelitian menunjukkan bahwa variabel keamanan memiliki pengaruh yang positif dan signifikan terhadap kepuasan nasabah, variabel keragaman layanan memiliki pengaruh yang positif dan signifikan terhadap kepuasan nasabah, variabel reputasi bank memiliki pengaruh yang positif dan signifikan terhadap kepuasan nasabah, dan secara simultan variabel keamanan, keragaman layanan, dan reputasi Bank memiliki pengaruh yang signifikan terhadap Kepuasan Nasabah Pengguna Layanan BNI Mobile Banking di Jakarta Pusat Kata Kunci: Keamanan, Keragaman Layanan, Reputasi Bank, Kepuasan Nasabah

Item Type: Thesis (S2)
Call Number CD: CD/551. 22 026
NIM/NIDN Creators: 55118110083
Uncontrolled Keywords: Keamanan, Keragaman Layanan, Reputasi Bank, Kepuasan Nasabah
Subjects: 000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 025 Operations, Archives, Information Centers/Operasional Perpustakaan, Arsip dan Pusat Informasi, Pelayanan dan Pengelolaan Perpustakaan
000 Computer Science, Information and General Works/Ilmu Komputer, Informasi, dan Karya Umum > 020 Library and Information Sciences/Perpustakaan dan Ilmu Informasi > 025 Operations, Archives, Information Centers/Operasional Perpustakaan, Arsip dan Pusat Informasi, Pelayanan dan Pengelolaan Perpustakaan > 025.3 Bibliographic Analysis and Control/Bibliografi Analisis dan Kontrol Perpustakaan
Divisions: Pascasarjana > Magister Manajemen
Depositing User: ELMO ALHAFIIDH PUTRATAMA
Date Deposited: 09 Sep 2022 03:43
Last Modified: 09 Sep 2022 03:43
URI: http://repository.mercubuana.ac.id/id/eprint/68891

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