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All Journal Damianus Journal of Medicine Majalah Kedokteran Jurnal Organisasi Dan Manajemen Jurnal Manajemen Pendidikan dan Ilmu Sosial (JMPIS) Jurnal Kedaymas Banua: Jurnal Kesehatan Lingkungan Sulolipu: Media Komunikasi Sivitas Akademika dan Masyarakat
Ronny
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Health Professions Immunology & microbiology Medicine & Pharmacology Nursing Public Health Social Sciences

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Journal : Jurnal Organisasi Dan Manajemen

 1 
ENAM KEKUATAN LAYANAN JASA INTERNET BANKING: TINJAUAN DARI PERSEPSI NASABAH Ronny
Jurnal Organisasi Dan Manajemen Vol 13 No 2 (2017)
Publisher : LPPM Universitas Terbuka

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (272.264 KB)

Abstract

The banking problem studied is the kind of strength which is become the base of services in the field of internet banking. The study was conducted by analyzing the consumers perception in the 5 variables of service quality consist of security, reliability, responsiveness, physical ability, and collateral. As much as 10 informants who are users of internet banking of bank in Indonesia has been interviewed about their perceptions of the quality of internet banking services. This study uses qualitative approach. The analysis showed that there are 6 strength that underlies the quality of internet banking services namely communication, channel of customer participation, service facilities, human resources, technology infrastructure and norms. The sixth strength of the internet banking service is a dimension of strength to compete in the banking industry.   Masalah bank yang diteliti adalah kekuatan apa yang menjadi landasan layanan jasa di bidang internet banking. Penelitian dilakukan dengan menganalisis persepsi nasabah pada 5 variabel kualitas layanan yakni keamanan, keandalan, responsif, kemampuan fisik, dan jaminan. Sebanyak 10 informan yang merupakan pengguna internet banking dari bank di Indonesia telah diwawancarai mengenai persepsi mereka terhadap kualitas layanan internet banking. Penelitian ini menggunakan pendekatan kualitatif. Hasil analisis menunjukkan bahwa terdapat 6 kekuatan yang melandasi kualitas layanan jasa internet banking yakni komunikasi, saluran partisipasi nasabah, fasilitas layanan, sumber daya manusia, infrastruktur teknologi dan norma. Keenam kekuatan layanan internet banking tersebut merupakan dimensi kekuatan bersaing dalam industri perbankan.
The Understanding Customer Satisfaction on Internet Banking: A Case Study in Indonesia Ronny; Nurhadi, Mochamad; Ilfitriah, Aniek Maschudah
Jurnal Organisasi dan Manajemen Vol. 16 No. 1 (2020)
Publisher : LPPM Universitas Terbuka

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (417.576 KB) | DOI: 10.33830/jom.v16i1.821.2020

Abstract

The study aims to understand the factors contributing to satisfaction when using internet banking services. This research was carried out by using a qualitative and quantitative approach, as it is intended to analyze the results of banking marketing. Data were collected by filling out questionnaires from 120 respondents who used internet banking of banks in Indonesia. Besides, a focus group discussion was conducted to deepen the factors which contribute to customer satisfaction. Findings. The results indicated that convenience and reliability are factors that can quickly and accurately reduce customers’ dissatisfaction and inconvenience. The reliability factor is the main cause of customer dissatisfaction in using internet banking (52.08%), while convenience is the major factor leading to customer satisfaction (61.07%). Customer segments have influenced the customer's expected priority of choosing Internet banking services.
Co-Authors Ar-Syam, Aldy Rizaldi Febrian Balagaise, Melania Basuki Rachmat Destifani, Nadia L. Dhorifi, Ahmad Dwigita, Sintikhe G. Emilia, Risda Emma Yulianti Erlani Febriyanti, Monica S. Harry Widyantoro Ilfitriah, Aniek Maschudah Imanuel, Rizki Jiwangga Putri, Dwi Tyasanti Juliawati, V Dwi Jani Langit Dursin, Karla Margaret Ntalagewang Mochamad Nurhadi, Mochamad MULYADI Rahangiar, Maria Y. Retno Wahyuningsih Rr. Iramani Siagian, Forman E. Sinurat, Robert Sisirawaty Soni Harsono Susilo, Fenny Suyono, Michelthelia S. Swissanto, Nacitta Trisa Indrawati Yuwono, Edho