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All Journal Proceeding Seminar Nasional Riset Terapan Administrasi Bisnis dan Mice (SNRT)
Syai Khumayyah
Politeknik Negeri Jakarta

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PENGARUH MOTIF PENGGUNAAN DAN FITUR LAYANAN APLIKASI HALO BCA TERHADAP KEPUASAN NASABAH Syai Khumayyah; Arizal Putra Pratama; Nidia Sofa; Riskon Ginting
Seminar Nasional Riset Terapan Vol. 13 No. 01 (2024): SNRT XIII TAHUN 2024
Publisher : Administrasi Niaga Politeknik Negeri Jakarta

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Abstract

This study aims to determine the effect of motives and use of service features on user satisfaction with the application of the “Halo BCA” application. Banking Service Applications such as Halo BCA are one of the innovations made to enable communication between Customer Service and their customers without distance barriers. This study aims to determine the effect of usage motives and service features of the “Halo BCA” application on user satisfaction. This research uses descriptive quantitative research methods, with data collection techniques using survey instruments and questionnaires to BCA customers who have used the “Halo BCA” application. The results of the analysis showed that the majority of respondents were satisfied with the use of the “Halo BCA” application. Factors such as ease of use, speed of information, security, and availability of features are the main factors that contribute to user satisfaction. In addition, technical support and customer service response also have a significant impact on usage motives and user satisfaction. This study provides valuable insights for Bank Central Asia in understanding customer needs and preferences related to the “Halo BCA” application. The implication of these findings is the importance of continuously improving service quality and application features to ensure higher customer satisfaction in the future. Thus, this study makes a significant contribution to understanding the factors that influence customer satisfaction with the use of the “Halo BCA” application on its service features, as well as providing direction for further improvement and development in digital banking services.
Co-Authors Arizal Putra Pratama Nidia Sofa Riskon Ginting