REVIANDA, UTARI (2019) PENGARUH CUSTOMER EXPERIENCE TERHADAP CUSTOMER SATISFACTION PADA PENGGUNA JENIUS (Survei pada Mahasiswa Universitas Mercu Buana Kampus Menteng & Meruya Jakarta Jurusan Public Relation dan Marcomm Angkatan 2017 – 2018). S1 thesis, Universitas Mercu Buana Jakarta.
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Abstract
Recognizing increasingly modern people's lives and being included in the millennial generation category, namely the generation of technological literacy, dynamic, cannot be separated from digital communication devices and prioritizes speed, now almost every bank has created a new breakthrough that can provide digital based services that provide convenience, speed and security to customers such as Jenius launched by the BTPN Bank. Based on the pre survey results on 38 respondents, it showed that respondents had positive experience in Jenius' performance. If the performance of a product or service provides a good experience it will create a satisfaction in the minds of consumers. This study discusses the large influence of customer experience on customer satisfaction in Jenius users (Survey of Students at the University of Mercu Buana Menteng & Meruya Jakarta. Department of Public Relations and Marcomm Force 2017 - 2018). The method used is quantitative approach with survey method. This research was conducted with a simple random sampling data collection techniques. This study concludes that there is an effect of customer experience on customer satisfaction on students majoring in Public Relations & Marcomm at the Mercu Buana Meruya University and Menteng who use Genius. The author suggests that Jenius continue to improve services that provide convenience and help in conducting banking transactions. Keywords: Banking, Digital banking, Digital banking Jenius, Customer experience, Customer Satisfaction. Menyadari kehidupan masyarakat yang semakin modern dan masuk dalam kategori generasi millenial, yaitu generasi melek teknologi, dinamis, tak bisa lepas dari perangkat komunikasi digital dan mengedepankan kecepatan, kini hampir setiap bank telah menciptakan terobosan baru yang dapat memberikan layanan berbasis digital yang memberikan kemudahan, kecepatan dan keamanan kepada nasabah seperti Jenius yang diluncurkan oleh Bank BTPN. Berdasarkan hasil pra survey pada 38 responden, menunjukkan bahwa responden memiliki pengalaman yang positif pada kinerja Jenius. Jika kinerja suatu produk atau jasa memberikan pengalaman baik maka akan menciptakan suatu kepuasan dalam benak konsumen. Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh customer experience terhadap customer satisfaction pada pengguna Jenius (Survei pada Mahasiswa Universitas Mercu Buana Menteng & Meruya Jakarta Jurusan Public Relation dan Marcomm Angkatan 2017 – 2018). Metode penelitian yang digunakan adalah pendekatan kuantitatif dengan metode survey. Penelitian ini dilakukan dengan teknik pengumpulan data teknik simple random sampling. Penelitian ini menyimpulkan bahwa ada pengaruh customer experience terhadap customer satisfaction pada mahasiswa jurusan Public Relation & Marcomm di Universitas Mercu Buana Meruya dan Menteng yang menggunakan Jenius. Penulis menyarankan agar Jenius terus meningkatkan layanan yang memberikan kemudahan dan membantu dalam melakukan transaksi perbankan. Kata kunci: Perbankan, Digital banking, Digital banking Jenius, Komunikasi Pemasaran, Customer experience, Customer Satisfaction.
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