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All Journal Jurnal Sinergi Jurnal Siasat Bisnis Journal of Indonesian Economy and Business English Review: Journal of English Education AJIE (Asian Journal of Innovation and Entrepreneurship) AL-KHIYAR: Jurnal Bidang Muamalah dan Ekonomi Islam Indonesian Journal of Economics, Business, Accounting, and Management Jurnal Ekonomi, Manajemen, Bisnis dan Akuntansi Review
Nursya’bani Purnama
Universitas Islam Indonesia
Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Languange, Linguistic, Communication & Media Social Sciences Other

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Evaluasi Kualitas Layanan M-Banking BRI Mochammad Khoirul Zidan; Nursya’bani Purnama
Jurnal Ekonomi, Manajemen, Bisnis dan Akuntansi Review Vol. 5 No. 1 (2025): June
Publisher : Penerbit Jurnal Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.53697/emba.v5i2.3818

Abstract

This study aims to analyze the extent to which service quality influences customer satisfaction and loyalty among users of the BRImo mobile banking application at Bank Rakyat Indonesia (BRI). In the era of rapid digitalization, technology-based banking services have become a strategic innovation to enhance customer convenience and trust, where service quality plays a crucial role in shaping the user experience. The research adopts a quantitative associative/verificative approach using a survey method involving 102 respondents who are active BRI customers in the Yogyakarta region. Data were collected through the distribution of questionnaires using a Likert scale, and then analyzed using SPSS software through validity and reliability tests, multiple linear regression analysis, as well as t-tests and F-tests. The results of the analysis show that service quality has a positive and significant effect on customer satisfaction among BRImo application users. In addition, service quality is also proven to have a direct influence on customer loyalty. This means that the higher the quality of digital services provided by BRI, the greater the increase in customer satisfaction and loyalty towards the application. The findings of this study emphasize that reliability, responsiveness, security assurance, and empathy are essential elements in building long-term loyalty in digital banking services
Evaluasi E-Service Quality Pengguna Aplikasi Shopee di Kota Cirebon Muhamad Zulfikar; Nursya’bani Purnama
Indonesian Journal of Economics, Business, Accounting, and Management (IJEBAM) Vol 1 No 6 (2023): August 2023
Publisher : PT SOLUSI EDUKASI BERDIKARI

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.63901/ijebam.v1i6.33

Abstract

Latar belakang penelitian adalah saat ini konsumen melakukan penilaian pada kualitas pelayanan ketika berbelanja secara online, merupakan cara untuk menentukan kepuasan pembelian, dan meningkatkan strategi pemasaran dan penjualan mereka agar dapat menarik lebih banyak konsumen untuk menjadi pelanggan setia. Tujuan penelitian ini adalah untuk mengetahui evaluasi e-service quality pengguna aplikasi shopee di Kota Cirebon. Jenis penelitian yang digunakan adalah survey. Lokasi penelitian ini ada di Kota Cirebon. Teknik pengumpulan data dilakukan menggunakan kuesioner. Sampel penelitian terdiri 112 orang. Teknik analisis data penelitian ini dilakukan menggunakan uji validitas, uji reliabilitas dan analisis SERVPERF dengan alat bantu software IBM SPSS Statistics 25. Berdasarkan temuan penelitian yang dilakukan pada pelanggan Shopee yang mengevaluasi kualitas layanan elektronik mereka menggunakan teknik SERVPERF, dapat dikatakan bahwa responden memiliki pendapat yang baik tentang praktik kualitas layanan elektronik yang digunakan oleh Shopee.
Co-Authors Avin Fadilla Hilmi Bani Idris Hidayanto Didik Rinan Sumekto Edo Segara Gustanto F.G. Sri Suratno Hery Setiawan Mochammad Khoirul Zidan Mohammad Faozi Muhamad Zulfikar Ratih Dyas Setyowati Riyanto Riyanto Unggul Priyadi