MEISYA, PUTRI AMBARWATI (2024) PENGARUH KUALITAS LAYANAN INTERNET BANKING DAN BRAND EQUITY TERHADAP KEPUASAN NASABAH PADA BSI KCP JEMBER GAJAH MADA. Diploma thesis, Institut Teknologi Dan Sains Mandala Jember.

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Abstract

ABSTRACT This research aims to determine the influence of internet banking service quality and brand equity on customer satisfaction at BSI KCP Jember Gajah Mada. The sampling procedure used in this research was non-probability using a purposive sampling technique. The sample in this research was BSI customers and employees, totaling 30 respondents. The method used in this research is quantitative correlational. Research shows that (1) service quality has a statistically significant positive effect on customer satisfaction with a significance level of 0.1%. (2) Brand Equity has a significant positive effect on customer satisfaction with a significance level of 0.48% and (3) simultaneously (both variables) has a statistically significant positive effect on customer satisfaction from the results of this research. Through the results of the calculations that have been carried out, a significance level of 0.001 < 0.05 is obtained and the calculated t value is more than the t table (3.592 > 2.0252), meaning that the hypothesis which states that service quality has a significant and significant influence on customer satisfaction is accepted. Meanwhile, the hypothesis which states that brand equity has a positive and significant effect on customer satisfaction is accepted because the significance level obtained is 0.048 < 0.05 and the t value > t table (2.074 > 2.052). With this, in the F test, a significance level of 0.000 < 0.05 was obtained and the calculated F value was 25.487 > F table 3.35, which means that the hypothesis stating that service quality and brand equity have a positive and significant effect on customer satisfaction is accepted. Keywords : Service Quality, Brand Equity, Customer Satisfaction

Item Type:	Thesis (Diploma)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	D3 PERBANKAN-D3
Depositing User:	Handoko Triharso
Date Deposited:	10 Feb 2025 06:32
Last Modified:	10 Feb 2025 06:32
URI:	http://repo.itsm.ac.id/id/eprint/1249

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