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All Journal Pajak dan Manajemen Keuangan Assets Journal: Management, Administration, Economics, and Accounting
Henry Fransisko Paniroi
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Decision Sciences, Operations Research & Management Economics, Econometrics & Finance

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M-banking: Salah Satu Layanan Jasa Bank Yang Menjadi Faktor Penting Dalam Mendapatkan Kepuasan Nasabah Henry Fransisko Paniroi; Erika Hardiyanti Kusuma Dewi; Muhammad Irsad K
Pajak dan Manajemen Keuangan Vol. 1 No. 3 (2024): Juni : Pajak dan Manajemen Keuangan
Publisher : Asosiasi Riset Ekonomi dan Akuntansi Indonesia

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.61132/pajamkeu.v1i3.182

Abstract

In the rapidly evolving digital era, mobile banking services have emerged as one of the forefront innovations in the banking industry. This article discusses the importance of customer satisfaction through mobile banking services as a crucial banking service. Adopting a qualitative approach, this research utilizes data from 10 questionnaire responses to analyze the four dimensions of mobile banking quality: convenience, security, ease of use, and design. Additionally, the study considers aspects of communication and customer service. The results of the analysis indicate that customer satisfaction plays a significant role in building a strong relationship between banks and customers. By optimizing the quality of mobile banking services, including convenience, security, ease of use, and design, banks can ensure better customer satisfaction, enhance customer loyalty, and strengthen their position in an increasingly competitive market. The interpretation of the data also provides personal recommendations as an additional aspect, emphasizing the importance of improving critical aspects of mobile banking services. These recommendations reinforce the conclusion that focusing on customer satisfaction will help banks achieve a competitive advantage in the current digital era.
Pengaruh Pelayanan Prima dan Promosi terhadap Kepuasan Pelanggan di Mediasi Kepercayaan Pelanggan pada Toko Ritel Erafone Bosih Raya Henry Fransisko Paniroi; Erika Hardiyanti Kusuma Dewi; Gladecia Naomi Angelica; Wahyu Umbar Pratama; Siti Ismayanti; Retno Purwani Setyaningrum
Assets Journal: Management, Administration, Economics, and Accounting Vol. 3 No. 1 (2025): Assets Journal
Publisher : Yayasan Insan Mulia Bima

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.59923/assets.v3i1.467

Abstract

Penelitian ini bertujuan untuk mengkaji pengaruh pelayanan prima dan promosi terhadap kepuasan pelanggan, dengan mediasi kepercayaan pelanggan pada Toko Ritel Erafone Bosih Raya. Tingginya persaingan di era digital menuntut toko ritel untuk meningkatkan pelayanan dan promosi guna mempertahankan kepuasan pelanggan. Penelitian ini menggunakan pendekatan kuantitatif dengan metode survei, melibatkan 384 responden konsumen Erafone Bosih Raya. Data dianalisis menggunakan model regresi mediasi. Hasil penelitian menunjukkan bahwa pelayanan prima dan promosi berpengaruh signifikan terhadap kepuasan pelanggan, baik secara langsung maupun tidak langsung melalui kepercayaan pelanggan. Temuan ini mengindikasikan pentingnya kepercayaan sebagai mekanisme yang memperkuat dampak pelayanan dan promosi. Perusahaan ritel disarankan untuk terus mengoptimalkan pelayanan dan promosi guna membangun kepercayaan pelanggan, yang pada akhirnya meningkatkan loyalitas dan kepuasan mereka.
Co-Authors Erika Hardiyanti Kusuma Dewi Gladecia Naomi Angelica Muhammad Irsad K Retno Purwani Setyaningrum Siti Ismayanti Wahyu Umbar Pratama