@thesis{thesis,
		author={Akbar  Alfriad Noor},
		title ={PENGARUH KUALITAS LAYANAN BNI ATM, BNI SMS BANKING DAN BNI INTERNET BANKING TERHADAP LOYALITAS NASABAH BNI TAPLUS BISNIS DI PT. BANK NEGARA INDONESIA (PERSERO) TBK KANTOR CABANG UTAMA BANDUNG},
		year={2015},
		url={},
		abstract={ABSTRACT.

Electronic banking is one of the bank services that enable customers to obtain information,

conduct banking transactions through the network. Electronic banking is the banking facilities

provided by the company through electronic objects (eg mobile phones, computers, and

telephone) to enhance trade needs are usually performed through ATM machines.

The gap between service level to be achieved by that happens is feared will reduce customer

loyalty, after the previous year in fourth position, BNI targetting can achieve service level 2,

which is to achieve service level BNI try to improve services through electronic banking.

The first aims of this research is to determine the quality of BNI ATM services, BNI SMS

Banking and BNI Internet Banking at BNI Branch Bandung, customer loyalty of BNI Taplus

Bisnis at BNI Branch Bandung and influence of BNI ATM services, BNI SMS Banking and

BNI Internet Banking on customer loyalty of BNI Taplus Bisnis at BNI Branch Bandung.

This type of research is descriptive research verification. Primary data obtained by distributing

questionnaires to 115 respondents and secondary data was conducted by literature study and

collection of material on electronic banking services. Technical analysis of the data used is the

tabulation of the answered quesioner, to determine the influence, it will be calculate by path

analysis, and to test the hypothesis used t test and F test.

Quality of electronic banking services in BNI consists of ATM service quality, quality of service

SMS banking and internet banking service quality. Based on the results of weighting the

majority of the indicators of quality of service, either ATM, SMS banking, and BNI internet

banking is in good condition and very well.

BNI customer loyalty shown by their willingness to add their funds and willingness to always

use the services of a transfer, but respondents still use the services of another bank payment

which means they also use the services of other banks and they have not been moved to invite

other people to use BNI banking services. Influence of electronic banking service quality on

customer loyalty BNI Taplus Bisnis in BNI Branch Bandung either partially or simultaneously is

significant, the effect of ATM service quality, quality of SMS banking service, and quality of

BNI Internet banking on customer loyalty BNI Taplus Bisnis in BNI Branch Bandung is

significant either together or separately.

Keywords : Service Quality, Internet Banking, Customer Loyality}
		}