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

(Case Study: PT. Bank Negara Indonesia)

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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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  -