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Siti Susanti, Siti
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Journal : Indonesian Journal of Accounting and Business

 1 
Analysis of the Quality of Mobile Banking Services and Their Effect on Costumer Satisfaction Siti susanti, Siti; Iqbal Fasa, Muhammad; Suharto, Suharto; Fachri, Adib
Indonesian Journal of Accounting and Business Vol 4 No 1 (2022): Indonesian Journal of Accounting and Business
Publisher : Jurusan Akuntansi, Universitas Bangka Belitung

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33019/ijab.v4i1.27

Abstract

Industri perbankan berkembang pesat dengan memanfaatkan e-banking sebagai sarana yang efisien dan sesuai untuk memuaskan nasabah. Layanan perbankan online adalah layanan umum yang disarankan oleh bank umum untuk memberikan layanan yang lebih cepat dan lebih dapat diandalkan bagi pelanggan. Dengan kemajuan teknologi yang pesat, e-banking telah dimanfaatkan untuk menyerap pelanggan dan melakukan transaksi perbankan. Namun, masalah utama dengan e-banking adalah memuaskan pelanggan yang sekarang menggunakan Internet banking. Kepuasan nasabah merupakan faktor penting dalam membantu bank untuk mempertahankan keunggulan kompetitifnya. Oleh karena itu, penelitian ini bertujuan untuk mengkaji faktor-faktor yang mempengaruhi kepuasan nasabah terhadap layanan e-banking. Empat faktor yang dapat mendorong kepuasan nasabah terhadap e-banking adalah layanan cloud, keamanan, e-learning, dan kualitas layanan. Penelitian ini menggunakan metode pemodelan persamaan struktural untuk mengevaluasi model kausal dengan validitas dan reliabilitas model pengukuran. Model penelitian dianalisis berdasarkan data yang dikumpulkan dari kuesioner menggunakan SMART PLS 3.2. Hasil penelitian menunjukkan bahwa layanan cloud, keamanan, e-learning, dan kualitas layanan adalah empat faktor signifikan yang mempengaruhi kepuasan pelanggan dalam menggunakan layanan Internet banking. Abstract The banking industry is rapidly developing to utilize e-banking as an efficient and suitable tool to satisfy cus tomers. Online banking service is the general service suggested by customary banks to provide faster and more reliable services for customers. With fast technology improvement, e-banking has been utilized to absorb sub scribers and conduct banking transactions. Still, the major problem with e-banking is satisfying customers who are now using Internet banking. Customer satisfaction is a significant factor in helping banks to keep their competitive advantage. Therefore, the present investigation aims to examine the factors influencing the satis faction of customer with e-banking services. Four factors that can drive customer satisfaction towards e-banking are cloud services, security, e-learning, and service quality. This study has utilized the structural equation modeling method to evaluate the causal model with the measurement model’s validity and reliability. The research model is analyzed based on the data which are collected from the questionnaires using SMART PLS 3.2. The results have shown that cloud services, security, e-learning, and service quality are four significant factors influencing customer satisfaction in using Internet banking services Kata Kunci : Kualitas Layanan, Mobile Banking, Kepuasan Nasabah
Co-Authors Adi, Bayu Nowo Adib Fachri Adyania, Kartika Agus Setiadi Aisy, Jasmine Rikhdatul Al-Baarri, Ahmad Ni'matullah Al-Baarri, Ahmad Ni’matullah Amanullah, Danur Restu Amelia Ayuningtyas, Amelia Anang M Legowo Antonius Hintono Arwinda Nugraheni Astuti, Rizka Devi Widya Bambang Dwiloka bila, salsa Bimonov, Salsabila Alya BUDI HARTOYO, BUDI Dafid Slamet Setiana Devara, Hafiz Rama Dewi Sulistianingsih Donna Hermawati Edjeng Suprijatna Endang Sri Lestari Esti Ayu Fahmi Arifan Fajar Wahyono Farahatunnisa, Sita Hanifatur Rosyidah, Hanifatur Haristi Uswatun Nisa Heni Rizqiati Heni Rizqiati Hernawati, Euis Hidayanti, Rika Huda, Saihul Atho Alaul Kamil, Rafli Zulfa Kania, Adira Khairina, Anisa Khasanah, Siti Khuswatun KS, Nayif Zayyaan Musyaffa’ Kurniawan Teguh Martono Kusuma Dewi, Indahsari Lestari, Arisa Puji Lestari, Fatma Puji Muhammad Iqbal Fasa Mulyani , Sri Mutiarini, Oktavia Nakatudde, Hadijah Nandhika, Wanda Mudya Nur Lailatul Rahmah Nurul Frasiska Nurwantoro . Pamungkas, Wanda Aulia Pramesti, Gabriela Wina Ayu Putri, Naluri Amella Rachma, Yasmin Aulia Rama Devara, Hafiz Rohmat, Yusup Nur Nur Rosalinda Rosalinda Sarjana, Teysar Adi Satria, Komang David Adi Shafira, Adrina Eka Siringoringo, Eliezer Patardo Sri Mulyani Suharto Suharto Suroso, Brian Ahmad Susanto, Farrel Ihza Noer Susinggih Wijana Syifa Adlina, Marwa Tiaswuni, Lutviana Triyono Triyono Valentinus Priyo Bintoro Waslah Waslah, Waslah Widya Astuti, Rizka Devi Yayuk Astuti Yoga Pratama Zahra Hasan, Nashwa Zulfaidah Ariany Zuniati, Neti