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
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Institusion
Universitas Padjadjaran
Author
Akbar, Alfriad Noor
Subject
Datestamp
2021-11-23 00:00:00
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
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
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