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All Journal Jurnal Manajemen dan Bisnis Sriwijaya JURNAL ILMIAH MANAJEMEN BISNIS DAN TERAPAN Falah : Jurnal Ekonomi Syariah Binus Business Review Jurnal Manajemen dan Kewirausahaan (JMDK) IJBE (Integrated Journal of Business and Economics) Syntax Literate: Jurnal Ilmiah Indonesia Abdimas Umtas : Jurnal Pengabdian kepada Masyarakat Jurnal Mantik JURNAL AKUNTANSI KEUANGAN DAN MANAJEMEN Jurnal Riset Akuntansi Kontemporer Al-Kharaj: Jurnal Ekonomi, Keuangan & Bisnis Syariah Cakrawala Repositori Imwi Sricommerce: Journal of Sriwijaya Community Services Jurnal Ilmu Manajemen Terapan (JIMT) Yumary: Jurnal Pengabdian kepada Masyarakat International Journal of Social Service and Research Interdisciplinary Social Studies Al-Buhuts (e-journal) International Journal of Social Science, Education, Communication and Economics Annals of Human Resource Management Research Edunity: Kajian Ilmu Sosial dan Pendidikan Journal of Social Science Journal of International Conference Proceedings JURNAL ECONOMINA Jurnal Indonesia Sosial Teknologi Journal Research of Social Science, Economics, and Management Jurnal Nusantara Mengabdi IIJSE Journal of Management, Economic, and Financial ECONOMIST: Jurnal Ekonomi dan Bisnis Journal of Digital Business and Marketing
Ahmad Maulana
Fakultas Ekonomi, Universitas Sriwijaya
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Mathematics Public Health Social Sciences Other

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The Effect of E-Service Quality and Ease of Use on Customer Satisfaction of Digital Customer Service Machine Users at PT Bank Central Asia, Tbk KCP A. Rivai Fika Chandra; Marlina Widiyanti; Zakaria Wahab; Ahmad Maulana
Journal of Management Economic and Financial Vol. 3 No. 4 (2025): Special Issue
Publisher : Politeknik Siber Cerdika Internasional

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59261/jmef.v3i4.139

Abstract

This study was conducted with the aim of determining the influence of e-service quality and ease of use on customer satisfaction of digital customer service machine users at PT Bank Central Asia, Tbk KCP A. Rivai. The population in this study is all customers who use Digital customer service machines at PT Bank Central Asia, Tbk KCP A Rivai as many as 4,703. The sample used in this study was 151 respondents using the slovin formula. The results of multiple linear regression analysis show that e-service quality and ease of use have a positive and significant effect on customer satisfaction. E-Service Quality, PT Bank Central Asia, Tbk is expected to maintain digital cs services from the current contact side because it is able to provide satisfaction to Bank BCA customers. However, the BCA indicator provides several options to contact the call center (Halo BCA) (Telephone, WA, email) with a value below average. Ease of Use, is expected to be able to check the digital cs machine before starting the service. In addition, it is also necessary to carry out regular maintenance to avoid damage when the digital cs machine is used.
Co-Authors Ade Tiara Febrina Ahmad Syathiri Andriana, Isni Aslamia Rosa Aslamia Rosa Aslamia Rosa Aslamia Rosa Aslamia Rosa Ayu Liring Bethari Azzahra, Nafinka Badia Perizade, Badia Perizade Bob Olopan Samosir Catharina, Clara Chairunnisah, Firdha Wani Dessi Yunita Dessy Yunita Dwi Darma Puspita Sari Edduar Hendri, Edduar Een Endasari Efva Octavina D.G Erdiansyah Erdiansyah Farrell Farhan Zhafiri Fika Chandra Gozali, Efva Octavina Donata Hendy Setiady Iisnawati, Iisnawati Indah Kartika Sari Indrajaya, Nehemia Isnurhadi Isnurhadi Kemas Muhammad Husni Thamrin Luthfia M Bagus Barezki M. Eko Fitrianto Marlina Widiyanti Marlina Widiyanti Marlina Widiyanti Marlina Widiyanti Marlina Widiyanti, Marlina Melisa Ariani Putri Melisa Putri Mohamad Adam Muchin Saggaf Shihab Muchsin Saggaf Shihab Muchsin Saggaf Shihab Muchsin Saggaf Shihab Muchsin Saggaff Shihab Muchsin Saggaff Shihab Muhammad Mufashih Nurkardina Novalia Nurkardina Novalia Pelliyezer Karo Karo R. A. Firy Yuandita Rendra Haryadi Rifanka, Namira Roby Yansah Rohaya Dwi Maharani Shafira Adzra Sofita Permata Sari Sulastri Syathiri, Ahmad Taufik Taufik Thamrin, Kemas Tulus Wadi Nulhaq UMAR HAMDAN AJ, UMAR Umar Hamdan, Umar Umi Kalsum Vika Diwinta Aulia Wahyu Aji Wijaya Welly Nailis Welly Nailis Yudhy Afrianto Yulia Hamdaini Putri Yuliani Yuliani Yuliansyah Yuliansyah Yunita, Dessy Zakaria Wahab Zakaria Wahab