Proceedings of the International Conference on Economic Management, Accounting and Tourism (ICEMAT 2023)

<Previous Article In Volume
Next Article In Volume>

The Influence of E-Service Quality on BRImo User’s Customer Satisfaction in Kupang City

Authors
Yunita P. W. Udju Lomi1, *, Ronald P. C. Fanggidae1, Yosefina K. I. D. D. Dhae1, Christien C. Foenay1
1Management Study Program, Faculty of Economic and Business, Universitas Nusa Cendana, Kupang, Indonesia
*Corresponding author. Email: wudjulomi@gmail.com
Corresponding Author
Yunita P. W. Udju Lomi
Available Online 14 May 2024.
DOI
10.2991/978-94-6463-411-2_5How to use a DOI?
Keywords
Electronic Service Quality (Effciency; Realiability; Fulfillment; and Privacy); Customer Satisfication
Abstract

Improving service quality is one of the strategies used to provide satisfaction for customers. This research was conducted on BRI customers who use BRImo in Kupang City. This study aimed to evaluate the impact of the BRImo banking application on the quality of BRI’s e-services. This research uses an associative approach method, which aims to determine the relationship between two or more variables. E-service quality is the development of service quality used by banks as an evaluation technique to assess customer expectations and perceptions of customer satisfaction with an electronic service through four dimensions: efficiency, reliability, fulfillment, and privacy. The findings indicated that customer satisfaction is impacted by the electronic service quality provided by BRImo. Based on the coefficient of determination, it is found that the E-service Quality variable (efficiency, reliability, fulfillment, and privacy) is able to explain customer satisfaction by 90.3%, additionally, factors outside the purview of this study affect the remaining 9.7%.

Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Download article (PDF)

<Previous Article In Volume
Next Article In Volume>
Volume Title
Proceedings of the International Conference on Economic Management, Accounting and Tourism (ICEMAT 2023)
Series
Advances in Economics, Business and Management Research
Publication Date
14 May 2024
ISBN
978-94-6463-411-2
ISSN
2352-5428
DOI
10.2991/978-94-6463-411-2_5How to use a DOI?
Copyright
© 2024 The Author(s)
Open Access
Open Access This chapter is licensed under the terms of the Creative Commons Attribution-NonCommercial 4.0 International License (http://creativecommons.org/licenses/by-nc/4.0/), which permits any noncommercial use, sharing, adaptation, distribution and reproduction in any medium or format, as long as you give appropriate credit to the original author(s) and the source, provide a link to the Creative Commons license and indicate if changes were made.

Cite this article

risenwbib
TY  - CONF
AU  - Yunita P. W. Udju Lomi
AU  - Ronald P. C. Fanggidae
AU  - Yosefina K. I. D. D. Dhae
AU  - Christien C. Foenay
PY  - 2024
DA  - 2024/05/14
TI  - The Influence of E-Service Quality on BRImo User’s Customer Satisfaction in Kupang City
BT  - Proceedings of the International Conference on Economic Management, Accounting and Tourism (ICEMAT 2023)
PB  - Atlantis Press
SP  - 49
EP  - 58
SN  - 2352-5428
UR  - https://doi.org/10.2991/978-94-6463-411-2_5
DO  - 10.2991/978-94-6463-411-2_5
ID  - Lomi2024
ER  -