Image of Analisis Tingkat Kepuasan Nasabah Atas Kualitas Layanan M-Banking Dan Dampaknya Terhadap Minat Memiliki Produk Lain Di PT Bank Riau Kepri Cabang Utama Pekanbaru
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Analisis Tingkat Kepuasan Nasabah Atas Kualitas Layanan M-Banking Dan Dampaknya Terhadap Minat Memiliki Produk Lain Di PT Bank Riau Kepri Cabang Utama Pekanbaru

The study was conducted at PT. Bank Main Branch Pekanbaru Riau Kepri with the aim to analyze the effect of reliability, responsiveness, assurance, empathy and tangibles that is the dimension of service quality on customer satisfaction levels. To analyze the effect of the dimensions of service quality to the interest in having another product through the customer satisfaction level on M-banking. To analyze the effect of M-Banking service satisfaction of the interest has another product. To calculate the level of service satisfaction M-Banking
The population in this study was 1017 customers with a sample of 287 people taken by simple random sampling method. The analysis technique used in this research is path analysis.
From the test results that the reliability of a direct effect on customer satisfaction, responsiveness no effect on customer satisfaction, guarantee an effect on customer satisfaction, empathy effect on customer satisfaction. Physical evidence of an effect on customer satisfaction. The reliability is not indirect effect on the interest, responsiveness indirect effect on interest, collateral indirect effect on the interest, responsiveness indirect effect on interest, physical evidence indirect effect on interest. Customer satisfaction on services directly influence interest. Customer satisfaction on M-Banking services at a rate less than satisfactory

Keywords: Service Quality, Satisfaction and Interests

Ketersediaan
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Perpustakaan Universitas Riau 10 03. 217 (0009)
10 03. 217 (0009)
Tersedia
Informasi Detail
Judul Seri
-
No. Panggil
10 03. 217 (0009)
Penerbit
Pekanbaru : Universitas Riau – Pasca Sarjana – Magister Manajemen.,
Deskripsi Fisik
xii, 95 hlm.; ill.; 29 cm
Bahasa
Indonesia
ISBN/ISSN
-
Klasifikasi
10 03. 217 (0009)
Tipe Isi
-
Tipe Media
-
Tipe Pembawa
-
Edisi
-
Subjek
PASCASARJANA (MAGISTER) MANAJEMEN
Info Detail Spesifik
-
Pernyataan Tanggungjawab
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Tidak tersedia versi lain

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