VEGI, YOSEPTIN NURMALA DEWI (2023) ANALISIS KUALITAS LAYANAN INTERNET BANKING DAN KEPUASAN NASABAH TERHADAP LOYALITAS NASABAH PADA PT BANK BNI (PERSERO) Tbk KCU JEMBER. Diploma thesis, INSTITUT TEKNOLOGI DAN SAINS MANDALA.

Text VEGI YOSEPTIN NURMALA DEWI__20.104722.pdf Download (7MB)

Abstract

ABSTRACT This Final Project research is entitled "Analysis of Internet Banking Service Quality and Customer Satisfaction with Customer Loyalty at PT. Bank Negara Indonesia (Persero) Tbk KCU Jember". This study aims to determine and analyze the effect of internet banking service quality and partial and silmutant customer satisfaction on customer loyalty. This type of research is quantitative research. The population in this study is customers of Bank BNI KCU Jember who use internet banking. The sample used was 65 respondents with a sampling technique, namely purposive sampling. The data processing method in this study uses instrument data analysis methods (validity test and reliability test), multiple linear regression, hypothesis test (Ftest and Ttest), and coefficient of determination with the help of SPSS 29. The results showed that the variable quality of internet banking services had a positive and partially significant influence on customer loyalty with test results Tcalculate 2.851 > Ttable 1.999 and a significant level greater than 0.05 (0.006 < 0.05). The variation in customer satisfaction has a positive and partially significant influence on customer loyalty with Tcalculate test results of 4.535 > Ttable 1.999 and a significance level greater than 0.05 (0.000 < 0.05). The variables of internet banking service quality and customer satisfaction have a positive and significant influence on silmutant with test results Fcalculate 21,908 > Ftable3,145. Keywords: Quality of internet banking services, customer satisfaction, and customer loyalty.

Item Type:	Thesis (Diploma)
Subjects:	H Social Sciences > HB Economic Theory
Divisions:	D3 PERBANKAN-D3
Depositing User:	Handoko Triharso
Date Deposited:	10 Feb 2025 05:20
Last Modified:	10 Feb 2025 05:20
URI:	http://repo.itsm.ac.id/id/eprint/935

Actions (login required)

View Item