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Suryati Suryati
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Journal : Public Administration Journal of Research

 1 
SERVICE QUALITY E-BANKING PADA NASABAH BANK SYARIAH DI SURABAYA Suryati Suryati
Jurnal Penelitian Administrasi Publik Vol 3 No 1 (2021): Public Administration Journal of Research
Publisher : Prodi Ilmu Administrasi Negara Universitas Pembangunan Nasional "Veteran" Jawa Timur

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33005/paj.v3i1.82

Abstract

This study aims to identify the dimensions that play a role in the Service Quality of bank e-banking. The research scope is based on the research object, namely internet banking and mobile banking. Data collection was carried out in two stages. The first stage was interviews with 21 informants who had experience using e-banking, the second stage was distributing questionnaires to 42 to ask for opinions on the importance of Service Quality. The data analysis used qualitative and quantitative approaches, namely calculating the average. The results showed that there were 16 dimensions of service quality in the e-banking bank including the dimensions of availability, durability, accessibility, speed, convenience, on time, completeness of features, aesthetics, personnel, security, quality of information, accuracy of process, educative, relevant needs, communicative. , Caring Bank. The results of the research obtained are the rankings of each dimension of e-banking Service Quality in which Security and Convenience are dimensions of Service Quality that are of utmost importance to customers.
Co-Authors Adlis Santoni Agoeng Prasetyo agustin, isnaini nuzula Alda Nurfaiza Anastasya Wilma Lilipory Anna Anggraini Bagoes Widjanarko Bela Janare Putra BUSTANUL ARIFIN Deswati Deswati Emi Puspita Dewi Emil Izmilia Emriadi - Eva Nurmaidah Nurmaidah Faradillah Faradillah Fernando, Henky Ferryani Krisnawati Filsha Chairunisa Fivi Mona Bareno Hadi Nasbey Hajijah Hajijah Hartika Utami Fitri Hermansyah Aziz Hinaya Hinaya Ibnu Irawan Imelda Imelda Indri Emirna Putri kasyful anwar Kusumasari, Prosawita Ririh Larasati, Yuniar Galuh Lena Marianti Lili Fitriani M. Bahriza Fauzi Mahdum Mai Efdi Mai Efdi Maimun Maimun Marniati Salim Masnia Natasya Masrullita Masrullita Matlal Fajri Alif Maya Afriani Meriatna Meriatna Mohamad Solichin Mudinillah, Adam Muhammad Ediyani Muhammad Fadhiel Alie Muzaiyanah Muzaiyanah Nasrul ZA Norman Ferdinal Nova Syafni Novesar Jamarun Nur Id'ys Nur Indah Utami Nur Islamiyati Nur Syifa Mardhatillah Nuraida Nuraida Nurlaeli Sukesti Ariani Nasution Nurlaely Sukesti ArianiNasution Nyimas Natasha Ayu Shafira Olly Norita Tetra Permatasari Diah Philipus Eksan D.Rovin Putri Arwanda Putri Ayu Agusliana R.A Siti Khairunisa Rahmi Vika Ulia Rahmiana Zein Refilda Refilda Refinel - Reza Ginandha Sakti Rimasi Rimasi Rizka Nurlaila RM Singgih Sanjaya Rotua Lenawati Tindaon Ryan Fajri Kurniawan Safni Safni Sartika Dewi Setiarini, Agnes Tika Solikin Solikin Suarman Suarman Suarman Sulhatun Sulhatun Sumarno Sumarno Sumaryati Syukur Surnimawati Surnimawati Syofyan Syofyan Syukri Arief Syukri Syukri Tasya Tasya Teguh Anindito Teti Marlina Tia Aulia Tommi Hermansyah Ulfi Hayati VG Tinoek Istiarti Wiwik Hanifah Wiwin Mochtar Wiyono Wiwin Muchtar M.Hum. S.H. Wiyono Yefrida Yefrida Yetria Rilda Yoan De Nanda Herru Yulizar Yusuf Yulizar Yusuf Zilfa Zilfa Zulkarnain Chaidir