Pengaruh Kepuasan Nasabah Terhadap Menggunakan Mobile Banking (M-Banking) Pada Bank BCA Cabang Banda Aceh
Main Article Content
Abstract
The purpose of this study is to determine the effect of service quality to consumer decisions using M-Banking at Bank BCA Branch Banda Aceh. This research was conducted at Bank BCA Branch of Banda Aceh to M-Banking consumer, and the object of research is about consumer's satisfaction in using M-Banking. Sampling was done by "Convinience Sampling" method to 100 consumers using M-Banking at Bank BCA Branch of Banda Aceh. From the result of the research, it can be seen that customer satisfaction level toward M-Banking user at Bank BCA Branch of Banda Aceh is seen from variable of reliability, keresponsifan, belief, empathy and tangible is satisfying this can be seen from the acquisition of the average value of the responses of respondents to all variable is above 3,500. The results showed that the determinant coefficient (R2) was 92.2 percent indicating that the variables of reliability, responsiveness, confidence, empathy and tangible variables influence the level of customer satisfaction using M-Banking at BCA Bank of Banda Aceh Branch at 92.2 percent and the rest 7.8 percent is influenced by other variables outside of this research model. Testing done either by using F-test or by using t-test, it can be concluded that all independent variables in this study significantly influence both partially and simultaneously to customer satisfaction using M-Banking at Bank BCA Branch Banda Aceh, in other words the hypothesis in this study is accepted. To cultivate a sense of trust to consumers, recommended features, speed and other services as well as security in the use of M-Banking should be increased so that consumer confidence increases.
Downloads
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
An author  who publishes in the  Jurnal Manajemen Teknologi agrees to the following terms:
- Author retains the  copyright and grants the journal the right of first publication of  the work simultaneously licensed under the Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Author is  able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book)with the  acknowledgement of its initial publication in this journal.
- Author is  permitted and encouraged to post his/her  work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of the published work (See The Effect of Open Access).
Jurnal Ekonomi Manajemen Teknologi (EMT) KITA by http://journal.lembagakita.org/index.php/emt/index is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
References
Amri, K. (2017). Analisis Pertumbuhan Ekonomi dan Ketimpangan Pendapatan: Data Panel 8 Provinsi di Sumatera. Jurnal EMT KITA, 1(1), 1-11.
Berry. (2010). Marketing Principle and Strategy. Binarupa Aksara, Jakarta Barat, Indonesia.
Drucker (2010). Mengelola Untuk Mencapai Hasil-Hasil Tugas-Tugas Ekonomi dan Keputusan Mengambil Resiko. Yayasan Indonesia Emas, Institut Vincent dan PT. Gramedia Utama, Jakarta.
Engel, James F, (2014). Costumer Behavior. Jilid satu Edisi keenam. Biana rupa Aksara, Jakarta
Gujarati, Damodar (2009) Ekonometrika Dasar. Cetakan Keenam, Alih bahasa Sumarno Zain. Erlangga, Jakarta
Kotler, Philip. (2004) Manajemen Pemasaran, Marketing Manajeman 9e, Analisis, Perencanaan, Implementasi, Dan Kontrol. Jilid satu. PT. Prehalindo, Jakarta
Kotler, Philip dan Gray Amstrong. (2012). Priciples of marketing. 7th ed. Prentice Hall. USA.
Kotler, Philip, Adersen Alan R. (2013) Strategi Pemasaran untuk Organisasi Nirlaba. Edisi ketiga. Gadajh Mada University Press.
Levit, (2010). Marketing Imagination, Terjemahan Agus Maulana. PT. Gramedia Utama, Jakarta.
Malhotra, Naaresh K. (2015) Marketing Research. New Jersey: Prentice Hall. Inc.
Nasir, N., & Yuslinaini, Y. (2017). Analisis Pemetaan Industri Kreatif Subsektor Kerajinan Serta Dampak Peningkatkan Kesejahteraan Masyarakat di Kabupaten Aceh Besar. Jurnal EMT KITA, 1(1).
Parasuraman A, V.A Zeithaml dan L. Berry. (2010). More on Improving Service Quality Measurement. Prentice Hall, New York
Parasuraman, A., Zeithaml, V.A and Berry, L.L. (2008) ‘SERVQUAL: multiple item scale for measuring consumer perception of service quality’, Journal of Retailing, 64:1, pp, 12-40.
Parasuraman, A., Berry, L. and Zeithaml, V. (2005)’A Conceptual Model of SQ and Its Implications for Future Research’, Journal of Marketing, 49: Fall, 41-50.
Santoso, Rudi (2013). Kelembagaan Perbankan. Gramedia. Jakarta.
Stanton, William J (2010), Prinsip Pemasaran, Edisi VII, Erlangga. Jakarta
Supranto, J. (2012) Pengukuran Tingkat Kepuasan Pelanggan : Untuk Menaikkan Pangsa Pasar, Rineka Cipta, Jakarta.
Tjiptono, Fandy, (2012) Prinsip-prinsip Total Quality Service, Andi Offset, Yogyakarta.