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All Journal Jurnal Ekonomi Jurnal Manajemen Bisnis JAM : Jurnal Aplikasi Manajemen Journal of Management and Business Review Syntax Literate: Jurnal Ilmiah Indonesia Martabe : Jurnal Pengabdian Kepada Masyarakat Jurnal Manajemen AMAR (Andalas Management Review) Sricommerce: Journal of Sriwijaya Community Services Annals of Management and Organization Research Al-Buhuts (e-journal) Public Health and Preventive Medicine Archive Journal of Management, Economic, and Financial
Zakaria Wahab, Zakaria
Jurusan Manajemen Fakultas Ekonomi Universitas Sriwijaya
Agriculture, Biological Sciences & Forestry Arts Humanities Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Environmental Science Law, Crime, Criminology & Criminal Justice 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 Chandra, Fika; Widiyanti, Marlina; Wahab, Zakaria; Maulana, Ahmad
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 Agus Winanto, Agus Agustina Hanafi Ahmad MAULANA Akhmad Nazaruddin, Akhmad Ariwibowo, Muhammad Fajar Aslamia Rosa Badia Perizade, Badia Chandra, Fika Diah Natalisa, Diah Fenny Fathiyah, Fenny Fitrianto, Mohammad Eko Hairun Nissa, Hairun Herlianti, Aulia Indrajaya, Nehemia Isnaini, Muhammad Hidayat Isnanta, Raden Isnurhadi Isnurhadi Marlina Widiyanti, Marlina Marzuki Marzuki mohammad adam, mohammad Muchsin Saggaff Shihab Muhammad Arief Algiffary, Muhammad Arief Muhammad Azmi, Muhammad Muhammad Eko Fitrianto, Muhammad Eko Nofiawaty Putra, Levi Kusuma Putra, M Fitriansyah Eka Salimah, Raudhatu Shihab, Muchsin Saggaf Sihab, Muchsin Saggaff Sulastri Sulastri Varbi, Veronica