Pengaruh Keamanan, Responsif, Kemudahan, Dan Keandalan Layanan Terhadap Kepuasan Nasabah Bri Dalam Penggunaan Mobile Banking
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
Adhi, Bramantiyo
Subject
332.17 - BANKING SERVICES
Datestamp
2024-02-15 01:57:03
Abstract :
Bank Rakyat Indonesia (BRI) is one of the banks in Indonesia that offers mobile banking services. In 2016 to 2018 there was an increase in the number of BRI Mobile or BRI Mobile Banking users. The population of the present study was Surabaya BRI work unit customers who use mobile banking services. A total of 615 respondents were selected by purposive sampling technique. Validity and reliability test indicated that all dependent and independent variable instruments were valid and reliable. The analysis showed that variables of security, ease of use and reliability had significant effect on customer satisfaction in the use of mobile banking while responsive variable did not have significant effect on customer satisfaction in the use of mobile banking.
Bank Rakyat Indonesia (BRI) is one of the banks in Indonesia that offers mobile banking services. In 2016 to 2018 there was an increase in the number of BRI Mobile or BRI Mobile Banking users. The population of the present study was Surabaya BRI work unit customers who use mobile banking services. A total of 615 respondents were selected by purposive sampling technique. Validity and reliability test indicated that all dependent and independent variable instruments were valid and reliable. The analysis showed that variables of security, ease of use and reliability had significant effect on customer satisfaction in the use of mobile banking while responsive variable did not have significant effect on customer satisfaction in the use of mobile banking.
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