KEPUASAN NASABAH ATAS PENGGUNAAN TEKNOLOGI SELF
SERVICE TERMINAL (ATM NON TUNAI) PADA BANK CIMB NIAGA
SURABAYA
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Institusion
Sekolah Tinggi Ilmu Ekonomi Perbanas Surabaya
Author
JOELIANTO, EDY
Subject
332.17 - BANKING SERVICES
Datestamp
2017-11-20 07:14:42
Abstract :
The purpose of this research aimed to identify the general characteristics of customers, to analyze the factors affecting customer satisfaction on non-cash-based technology service, to measure the level of customers satisfaction and loyalty, to analyze the influence of customers satisfaction and loyalty, and to formulate managerial implications associated with increased service quality at Bank CIMB Niaga branch of Surabaya. The result of the research showed that interaction provided in the website of Bank CIMB Niaga branch of Surabaya is the most influential due to ease of use in the non-cash bank transaction with respect to information quality and the timely information delivery is the most attractive for the customers. Keywords : Bank CIMB Niaga, Non-Cash-Based echnology Service, Customer Satisfaction, and Customer Loyalty
The purpose of this research aimed to identify the general characteristics of customers, to analyze the factors affecting customer satisfaction on non-cash-based technology service, to measure the level of customers satisfaction and loyalty, to analyze the influence of customers satisfaction and loyalty, and to formulate managerial implications associated with increased service quality at Bank CIMB Niaga branch of Surabaya. The result of the research showed that interaction provided in the website of Bank CIMB Niaga branch of Surabaya is the most influential due to ease of use in the non-cash bank transaction with respect to information quality and the timely information delivery is the most attractive for the customers. Keywords : Bank CIMB Niaga, Non-Cash-Based echnology Service, Customer Satisfaction, and Customer Loyalty
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