Analisis Dampak Digital Banking Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Pada Sebuah Bank Swasta

Authors

  • Mita Sicillia Universitas Pamulang
  • Abu Yazid Universitas Pamulang

DOI:

https://doi.org/10.32493/jpkpk.v3i2.4520

Abstract

ABSTRAK

Abstrak. Penelitian ini memiliki tujuan untuk menganalisa dampak dari Digital Banking dan Kualitas Pelayanan terhadap Kepuasan Nasabah pada PT. Bank OCBC NISP, Tbk. Jenis penelitian kuantitatif dengan jumlah sampel 100 orang responden yang merupakan nasabah PT. Bank OCBC NISP, Tbk. Data diumpulkan melalui wawancara kuisioner. Data dianalisa menggunakan uji hipotesis. Pengujian yang telah dilakukan menghasilkan adanya pengaruh digital banking dan kualitas pelayanan secara bersama-sama terhadap kepuasan nasabah secara statistik menghasilkan nilai positif dan juga signifikan diperoleh nilai F hitung  39,917 dan F tabel 2,70. Nilai F hitung tersebut  > F tabel, hal tersebut membuktikan bahwa pengaruh tersebut berdampak positif dan signifikan. Oleh karena itu dapat disimpulkan variabel digital banking dan kualitas pelayanan secara bersama-sama berpengaruh positif dan signifikan terhadap kepuasan nasabah pada PT. Bank OCBC NISP, Tbk.

 

Kata Kunci :  Digital Banking; Kualitas Pelayanan; Kepuasan Nasabah

 

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Published

2020-03-02

Issue

Vol. 3 No. 2 (2020): Junal Pemasaran Kompetitif

Section

Articles

License

Open Access

Jurnal Pemasaran Kompetitif  is a national peer reviewed and open access journal that publishes significant and important research from all area of agroindustry.

This journal provides immediate open access to its content that making research publish in this journal freely available to the public that supports a greater exchange of knowledge.

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