ANALISIS KEPUASAN NASABAH ATAS KUALITAS LAYANAN INTERNET BANKING PADA PT BANK RAKYAT INDONESIA (Persero) Tbk. UNIT BANYUMANIK SEMARANG
Abstract
The purpose of this research is to identify how to increase customer satisfaction of Internet Banking Service Quality at PT Bank Rakyat Indonesia (Persero) Tbk. Unit Banyumanik Semarang with five dimensions of service quality which were tangible, reliability, responsiveness, assurance, and emphaty.
Data in this research were obtained from questionnaires which spread to 100 (one hundred) respondents. The data analysis methods are validity test, reliability test, satisfaction index analysis, and satisfaction gap test.
The results from reliability and validity tests showed that items of service quality dimension such as tangible, reliability, responsiveness, assurance, and empathy were valid and reliable. Based on the result of satisfaction index analysis, the weighting average score of Internet Banking quality service is 4,046. That score is between 3,43 – 4,23 which means satisfied. Based on the result of satisfaction gap test the increase of satisfaction established on the fifteen sub indicators show satisfaction, and three sub indicators show dissatisfaction, then it needs special attention and an improvement from PT Bank Rakyat Indonesia (Persero) Tbk. Unit Banyumanik Semarang for three sub-indicators are not satisfied.
Keywords
Full Text:
PDFReferences
Akmalia, Ifki. 2015. “Analisis Kepuasan Nasabah Atas Dimensi Kualitas Pelayanan Bank Syariah Mandiri Malang”.Jurnal Manajemen Bisnis.
Ashiva, DitaLaila. 2015. “Analisis Tingkat KepuasanNasabah Tabungan Simpedes Atas Kualitas Pelayanan PT. Bank Rakyat Indonesia (Persero), Tbk Unit Ngesrep Semarang”.Journal Of Social And Politic, Business Administration.
Harmelina.2015. “Analisis Tingkat Kepuasan Nasabah Atas Pelayanan PadaPT. Bank Negara Indonesia (Persero), Tbk Cabang Pekanbaru”.Jurnal Manajemen dan Bisnis.
Imawan, Zera. 2009. “Analisa Kepuasan Pelanggan Atas Kualitas Pelayanan Jasa Pada Pemegang Kartu Kredit Everyday Bank Mandiri Di Jakarta”.Journal of Business Strategy and Execution.Vol. 1 No.2 June 2009.
Kurniasari, Tertanda Puspita. 2016. “Pengaruh Kualitas Layanan Terhadap Kepuasan Nasabah Internet Banking Bank BRI Surabaya”. Skripsi. Surabaya: Jurusan Manajemen Sekolah Tinggi Ilmu Ekonomi.
Susetyorini. 2012. “Pengaruh Kualitas Layanan Nasabah Online Terhadap Kualitas Layanan Internet Banking Secara Keseluruhan Dan Terhadap Kepuasan Nasabah Bank Di Surabaya”. Jurnal Manajemen dan Bisnis.
Wahyuni, Sri. 2012. “Analisis Pengaruh Kualitas Layanan Internet Banking dan Tingkat Kepuasan Nasabah pada PT. Bank Rakyat Indonesia (Persero) Tbk Kantor Cabang Pembantu Jamsostek Jakarta”. Jurnal Manajemen dan Bisnis.Vol. 19, No.17.
Yusnaini. 2010. “Pengaruh Kualitas Pelayanan Internet Banking Terhadap Kepuasan dan Loyalitas Konsumen Pada Bank Swasta”. Jurnal Dinamika Akuntansi. Vol. 12, No.1.
Arsyad, Soeratno. 1995. Metodologi Penelitian Untuk Ekonomi dan Bisnis.Yogyakarta : UPPAMP YKPN.
Bank Indonesia. 1998. Undang-Undang Republik Indonesia No.10 Tahun 1998 Tentang Perbankan. http://www.bi.go.id.
Ghozali, Imam. 2006. Aplikasi Analisis Multivariate dengan Program SPSS. Semarang :Badan Penerbit Universitas Diponegoro.
Hasibuhan, Malayu S.P. 2008. Manajemen Sumberdaya Manusia, Edisi Revisi.Jakarta :Bumi Aksara.
Jogiyanto. 2018. Metodologi Penelitian Bisnis. Yogyakarta :BPFE Yogyakarta.
Kasmir. 2004. Bank dan Lembaga Keuangan Lainnya. Jakarta : PT. Raja Grafindo Persada.
Kasmir. 2012. Manajemen Perbankan. Jakarta : PT. Raja Grafindo Persada.
Kotler, Philip. 2008. Manajemen Pemasaran, Edisi Milenium 1. Jakarta : PT Prenhallindo.
Lupiyoadi, Rambat. 2001. Manajemen Pemasaran Jasa Teori danPraktik. Jakarta : PT. Salemba Emban Patria.
Lupiyoadi, Rambat. 2013. Manajemen Pemasaran Jasa Berbasis Kompetensi (Edisi 3). Jakarta :Salemba Empat
Lupiyoadi dan A Hamdani. 2008. Manajemen Pemasaran Jasa, Edisi 2. Jakarta :Salemba Empat.
Majalah Infobank. Mei 2017. The Best Bank Service Excellent 2017.
Margono. 2010. Metodologi Penelitian Pendidikan. Jakarta : PT. Rineka Cipta.
Marzuki. 2000. Metodologi Riset.Yogyakarta : PT. Prasetya Widia Pratama.
Simamora, Bilson. 2004. Riset Pemasaran. Jakarta :Gramedia Pustaka Utama.
Sugiyono. 2013. Metode Penelitian Kuantitatif Kualitatif dan R&D. Bandung: Alfabeta.
Sulistyorini, Utami Tri. 2006. Strategi Pemasaran Jasa Pada Lembaga Keuangan. Semarang :Penerbit Polines.
Tjiptono, Fandy. 2004. Manajemen Jasa. Yogyakarta: ANDI.
Umar, Huesein. 2003. Metode Riset Akuntansi Terapan. Jakarta: Ghalia Indonesia.
Umar, Husein. 2003. Metode Riset Perilaku KonsumenJasa. Jakarta :Ghalia Indonesia.
Tim Penyusunan Pedoman Tugas Akhir. 2014. Pedoman Penyusunan Tugas Akhir Jurusan Akuntansi Politeknik Negeri Semarang. Semarang : PoliteknikNegeri Semarang.
DOI: http://dx.doi.org/10.32497/keunis.v7i1.1538
Refbacks
- There are currently no refbacks.
Copyright (c) 2019 KEUNIS
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
KEUNIS
P-ISSN: 2302-9315
E-ISSN: 2714-7274
Adress:
Finance and Banking Diploma Program
Politeknik Negeri Semarang
Jl. Prof. H. Soedarto S.H., Tembalang, Semarang Postal Code 50275
| About | For Author | For Reviewer |
| -Focus and Scope | -Online Submission | -Reviewer User Manual |
| -Editorial Team | -Author Guideline | |
| -Peer Reviewer | -Template (Indonesia / English) | For Editor |
| -Indexing | -How to Submit Article | -Editor User Manual |
| -Contact |
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.