KUALITAS DAN EFEKTIVITAS SISTEM LAYANAN KONSUMEN MOBILE BANKING (STUDI KASUS PADA BANK BCA CABANG MALANG)
ABSTRACT: The quality of
costumer support system mobile banking involves information supplies, services,
and characteristics of the system itself. Its effectiveness is reflected by the
satisfaction of its users. The study examines the quality and effectiveness of the
costumer support system mobile banking. The objective of this research is
analyze the effect of information quality, system quality, and service quality
on the costumer support system effectiveness defined as user satisfaction. Data
form a survey of 62 mobile banking user of the BCA Cabang Malang are used to
test theoretically expected relationships among the variable observed. Sample
were puposively selected. Data were analyzed with multiple linear regression
model. The result of the study indicate that information, system, and service
quality have a significant effect on the user satisfaction. It is concluded
that three quality dimensions play the role to determining the effectiveness of
costumer support system. In a practical implication, the result are olso
offered to the benefits for managers and system designers.
Keywords: Mobile Banking;
Costumer Support System; Information Quality; System Quality; Service Quality;
User Satisfaction
Penulis: Nurniah
Kode Jurnal: jpmanajemendd090036
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