Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)

The Influence of Electronic Service Quality (M-BANKING) on Customer Satisfaction

(Case Study: PT. Bank Negara Indonesia)

Authors
Della I S Putri1, *, Heny Hendrayati2, Ratih Hurriyati3
1Universitas Pendidikan Indonesia
2Universitas Pendidikan Indonesia
3Universitas Pendidikan Indonesia
*Corresponding author. Email: dellailonaputri@upi.edu
Corresponding Author
Della I S Putri
Available Online 12 July 2022.
DOI
10.2991/aebmr.k.220701.065How to use a DOI?
Keywords
Service Quality; E-Servqual; Customer Satisfaction; BNI
Abstract

This study aims to analyze the effect of electronic service quality of BNI’s m-banking or E-SERVQUAL (Efficiency, Fulfilment, Reliability, Privacy) on customer satisfaction. The research data was obtained through a survey method with a questionnaire technique. Analysis of research data using multiple linear regression. The results of this study show that Efficiency, Fulfilment, Reliability, and Privacy significantly influence customer satisfaction for BNI Mobile Banking users.

Copyright
© 2022 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article distributed under the CC BY-NC 4.0 license.

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Volume Title
Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
Series
Advances in Economics, Business and Management Research
Publication Date
12 July 2022
ISBN
978-94-6239-590-9
ISSN
2352-5428
DOI
10.2991/aebmr.k.220701.065How to use a DOI?
Copyright
© 2022 The Authors. Published by Atlantis Press International B.V.
Open Access
This is an open access article distributed under the CC BY-NC 4.0 license.

Cite this article

TY  - CONF
AU  - Della I S Putri
AU  - Heny Hendrayati
AU  - Ratih Hurriyati
PY  - 2022
DA  - 2022/07/12
TI  - The Influence of Electronic Service Quality (M-BANKING) on Customer Satisfaction
BT  - Proceedings of the 6th Global Conference on Business, Management, and Entrepreneurship (GCBME 2021)
PB  - Atlantis Press
SP  - 335
EP  - 338
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.220701.065
DO  - 10.2991/aebmr.k.220701.065
ID  - Putri2022
ER  -