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All Journal Journal of Economics, Business, & Accountancy Ventura Gadjah Mada International Journal of Business Sinkron : Jurnal dan Penelitian Teknik Informatika Jurnal Organisasi Dan Manajemen Buletin Sumber Daya Geologi SELAPARANG: Jurnal Pengabdian Masyarakat Berkemajuan Jurnal Ilmu Manajemen Performance : Jurnal Bisnis dan Akuntansi Revitalisasi : Jurnal Ilmu Manajemen Journal of Management and Digital Business Seminar Nasional Ilmu Terapan Jurnal Pengabdian Masyarakat Darul Ulum Jurnal Pengabdian Masyarakat Darul Ulum
Mochamad Nurhadi, Mochamad
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Journal : Jurnal Organisasi Dan Manajemen

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The Understanding Customer Satisfaction on Internet Banking: A Case Study in Indonesia Ronny; Nurhadi, Mochamad; Ilfitriah, Aniek Maschudah
Jurnal Organisasi dan Manajemen Vol. 16 No. 1 (2020)
Publisher : LPPM Universitas Terbuka

Show Abstract | Download Original | Original Source | Check in Google Scholar | Full PDF (417.576 KB) | DOI: 10.33830/jom.v16i1.821.2020

Abstract

The study aims to understand the factors contributing to satisfaction when using internet banking services. This research was carried out by using a qualitative and quantitative approach, as it is intended to analyze the results of banking marketing. Data were collected by filling out questionnaires from 120 respondents who used internet banking of banks in Indonesia. Besides, a focus group discussion was conducted to deepen the factors which contribute to customer satisfaction. Findings. The results indicated that convenience and reliability are factors that can quickly and accurately reduce customers’ dissatisfaction and inconvenience. The reliability factor is the main cause of customer dissatisfaction in using internet banking (52.08%), while convenience is the major factor leading to customer satisfaction (61.07%). Customer segments have influenced the customer's expected priority of choosing Internet banking services.
Co-Authors Abdullah Khoir Riqqoh Abu Amar Fauzi Ajeng, Wahyu Al-Hanaan, Muhammad Fadhlillah Atmaja, Firza Isna Yudha Baihaqi, Muchammad Ardafa Basuki Rachmat Dhani Agustin, Raymond Bagas Djunaedi, Arif Zeinfiki Eko Nurmianto Fauzan Nur Nurmianto, Fikri Fauzi, Abu Amar Fitrani, Laqma Dica Gita, Azam Hermawan, Dudi Ilfitriah, Aniek Maschudah Indasah, Alfiah Kamaluddin, Ahmad Karima, Syifa Karyawan, Moch. Anang Lindiawati, Lindiawati Marta, Laila Saleh Nur Fauziah, Fahmia PAMUNGKAS, ADJI Prasetya, Muhammad Septama Puji Lestari, Lilla Puspitaningrum, Ari Cahaya Rahmadini, Marzela Novia Rezky, Yuanno Ronny Ronny Ronny Salsabillah, Alif Safira Setiawan, Dede Iim Soebijanto, Ali Sri Wahyuni Hamzah, Yayu Tatik - Suryani Tatik Suryani Wibowo, Andri eko Ari Yudha Herlambang Cahya Pratama Zarkasyi, Ahmad