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All Journal Budapest International Research and Critics Institute-Journal (BIRCI-Journal): Humanities and Social Sciences Business and Entrepreneurial Review
Miranti Anggorodhiyu Lokantari
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Religion Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

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Service Quality, Satisfaction, and Loyalty of BNI Mobile Banking E-Customer Brigitta Heidy; Kurniawati; Anniza Bellarisi Cantika; Faadiyah Nisa; Miranti Anggorodhiyu Lokantari
Business and Entrepreneurial Review Vol. 22 No. 1 (2022): APRIL 2022
Publisher : Universitas Trisakti

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (660.785 KB) | DOI: 10.25105/ber.v22i1.13696

Abstract

Many banks institution have implemented mobile banking as a successful e-commerce application to give the combined benefits of increased customer service and cost reduction. Service quality is a comprehensive customer evaluation of a particular service and meets customer expectations and provides satisfaction. Objective: to assess whether service quality has a strong association to customers loyalty of BNI mobile banking users of FKG USAKTI professional students. Method: The data analyzed comes from BNI M-banking consumers, FKG professional students, who have been using BNI m-banking for a long time. The number of samples is about 150 people. Descriptive data analysis presented each item of the research questionnaire. Result: user friendliness and efficiency are determined to have a positive and considerable impact on customer satisfaction, whereas customer satisfaction has a significant and positive impact on customer loyalty.
Telemedicine Service Quality, Customer Satisfaction and Continual Usage during the Covid-19 Pandemic Miranti Anggorodhiyu Lokantari; Robert Kristaung
Budapest International Research and Critics Institute-Journal (BIRCI-Journal) Vol 5, No 3 (2022): Budapest International Research and Critics Institute August
Publisher : Budapest International Research and Critics University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33258/birci.v5i3.6396

Abstract

The use of telemedicine through health applications has increased since the COVID-19 pandemic. It is important to understand more deeply about people's experiences using telemedicine and explore the hospitality component of telemedicine. Objective: This study aims to determine the effect of telemedicine service quality on customer satisfaction and continual usage during the COVID-19 pandemic. Research Method: Data analysis using PLS-SEM technique with SmartPLS application. First, the measurement model test was conducted by testing the validity and construct reliability of each indicator, then testing the structural model to determine the relationship between the variables in the research model. Data was collected by distributing a 5-point Likert scale questionnaire, obtained 400 respondents who had done telemedicine with health applications at least once during the pandemic. Research results: system quality and interaction quality shape telemedicine service quality, telemedicine service quality has a positive effect on customer satisfaction and continual usage, customer satisfaction has a positive effect on continual usage. In addition, it was found that telemedicine service quality fully mediates in influencing system quality and interaction quality on customer satisfaction., customer satisfaction fully mediates in influencing telemedicine service quality on continual usage of health applications. Managerial Implications: as an evaluation material for health applications in maintaining and increasing customer satisfaction and continual usage.
Co-Authors Anniza Bellarisi Cantika Brigitta Heidy Faadiyah Nisa Kurniawati Robert Kristaung