Persepsi Tingkat Kepuasan Nasabah Terhadap Layanan Digital Mobile Banking Jconnect Pada Bank Jatim Kantor cabang Pembantu Rungkut Surabaya
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Go, Enrico Leonardo Rosario
Subject
658 - GENERAL MANAGEMENT
Datestamp
2023-12-22 03:59:25
Abstract :
This study aims to analyze the level of customer satisfaction with JConnect digital mobile banking services at Bank Jatim Rungkut Sub-Branch Office. The research method used is a quantitative approach through online surveys of customers who use JConnect services. The results of this descriptive study reveal the profiles of respondents, where as many as 50 percent are male and 50 percent are female. The majority of respondents are aged between 21 and 30 years (43.5 percent), with the majority being students (34.8 percent) and private employees (28.3 percent). The majority of customers use JConnect between 5 and 10 times a month (45.7 percent), and most are satisfied with service quality (60.9 percent), transaction security (71.7 percent), ease of use (45.7 percent), and relevance of features (67.4 percent). More than half of the respondents (65.2 percent) stated that JConnect met their expectations. In terms of service improvements, customers expect additional features such as real-time notifications, bill payment reminders, and interest rate comparison features.
This study aims to analyze the level of customer satisfaction with JConnect digital mobile banking services at Bank Jatim Rungkut Sub-Branch Office. The research method used is a quantitative approach through online surveys of customers who use JConnect services. The results of this descriptive study reveal the profiles of respondents, where as many as 50 percent are male and 50 percent are female. The majority of respondents are aged between 21 and 30 years (43.5 percent), with the majority being students (34.8 percent) and private employees (28.3 percent). The majority of customers use JConnect between 5 and 10 times a month (45.7 percent), and most are satisfied with service quality (60.9 percent), transaction security (71.7 percent), ease of use (45.7 percent), and relevance of features (67.4 percent). More than half of the respondents (65.2 percent) stated that JConnect met their expectations. In terms of service improvements, customers expect additional features such as real-time notifications, bill payment reminders, and interest rate comparison features.
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