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All Journal Jurnal Ilmiah Ranggagading (JIR) Computatio : Journal of Computer Science and Information Systems Jurnal ULTIMATICS Wacana: Jurnal Ilmiah Ilmu Komunikasi ComTech: Computer, Mathematics and Engineering Applications Journal of Judicial Review Buletin Konstitusi Jurnal Ekonomi PUCUK : Jurnal Ilmu Tanaman International Journal of Social Science, Education, Communication and Economics Journal of Legal and Cultural Analytics (JLCA) Lensa Ilmiah: Jurnal Manajemen dan Sumberdaya Kultura: Jurnal Ilmu Sosial dan Humaniora Journal of Law & Policy Review
Tony Tony
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Journal : Jurnal Ilmiah Ranggagading (JIR)

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Analisis Kualitas Pelayanan Terhadap Kepuasan Pelanggan : Studi Kasus Pelayanan Internet Banking (Klik BCA) Pada PT. BCA, Tbk. Cabang Merdeka Supariyani, Emmy; Tony, Tony
Jurnal Ilmiah Ranggagading (JIR) Vol 8, No 1 (2008): Jurnal Ilmiah Ranggagading
Publisher : Sekolah Tinggi Ilmu Ekonomi Kesatuan

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Abstract

The purpose of this research is to learn of how far satisfaction level perceived by customers to internet banking sevice and the influence of internet banking service to customers satisfaction. The analysis outcome of customers satisfaction to internet banking system service (click BCA) shows that customers have gotten satisfaction from internet banking service by PT BCA Tbk. Regression analysis result of quality influence of internet banking service to customers satisfaction is function-y = 51,598 + 0,423 (x). This result means that if variable point (x) of internet banking service quality = 1, customers satisfaction nowadays = 52,021. This equation functions to predict if variable (x) of service quality increases, customers satisfaction will increase as well. From counting result of correlation coefficient, it can be found out that r = 0,436. It means that there is moderate and significant correlation between the quality of internet banking service and customers satisfaction. The outcome of determinant coefficient shows that the quality of internet banking service has contribution runs at 19,009% in creating customers satisfaction and the rest runs at 83,991% is influenced by other service quality such as m-banking service, BCA ATM, credit facility, BCA cash, export-import facility, foreign currency facility, and guarantee bank. Keywords: Service quality; Customers satisfaction.
Co-Authors Adrian Hartanto, Adrian Agus Budi Dharmawan Agustining, Agustining Agustino, Wongso Alnas, Mujib Medio Andreas Andreas Anthony Gunawan, Anthony Ardhytia Nugraha, Ardhytia Bastari Bastari, Bastari Bernard Dean Sofli Bezaliel Rumengan, Bezaliel Budiyanto Lomewa Lo Cahyaningtyas, Dian Anggraini Chairisni Lubis Cynthia Marcelina, Cynthia Daniel Daniel Darius Andana Haris Dayanti, Afina Putri Dayanti, Sry Dedi Trisnawarman Desi Arisandi Devi, Tengku Keizerina Diana Tanu Wijaya, Diana Tanu Dyah Erny Herwindiati Emmy Supariyani Erikson T Ery Dewayani Filipus Hanung Nugroho, Filipus Hanung Frans Lienardi, Frans Garry Wiratama, Garry H.D Ahmad, Sutarmin Harialdi Dharmawan Syahputra HASIM PURBA Hendri Yukianto, Hendri Hiryanto, M.Sc., Lely Idha Aprilyana Sembiring Jelly Leviza Joko Joko Karto Iskandar Ketaren, Marianne Magda Keyza Novianti Lely Hiryanto Leo Fantony, Leo Lina Lina Lu Sudirman MAHMUL SIREGAR Marito, Bintang Meilita Chintya Michael Andrian Michael Antoni, Michael Miranti, Indah Nasution, Dinny Oktariza Nawawi, Vivi Damayanti Phankova, Claudia Henlly Rosnidar Sembiring Sagala, Liwarny Salawati, Salawati Siregar, Sausan Raihanah Stephen Christian, Stephen Steven Halim, Steven Sufisan Sufisan Sunarmi Sunarmi Suprayitno Suprayitno Taufik, Yusuf Teodoran, Vincent Tonny Jaya Putra, Tonny Jaya Utary Maharany Barus Vialli, Vina Viny Christanti M Wahyu Tri Putra, Wahyu Tri Wasino Wasino Yapriady Yapriady, Yapriady Yoshua Christianto, Yoshua Zyad Rusdi