A Study of Customer Satisfaction on Online Trading System Application of Securities Company in Indonesia Using Servqual
Abstract: The purpose of this
study is to measure the service quality
of online trading system implemented by PT
KDB Daewoo Securities
Indonesia. The study is a part of the company efforts to provide the best solution services. The study is performed
to determine the influence of service quality factors on the customer satisfaction by means
of ServQual method. The method takes into account
five independent variables,
namely, reliability (X1 ),
responsiveness (X2 ), assurance
(X3 ), empathy (X4 ), and tangibility (X5 ). Meanwhile, the cus- tomer satisfaction is considered as
the dependent variable (Y ). The population of of the study is all 67 900 online traders at the company
and the sample size is 265 traders. The data are collected via questionnaires
and interviews. From the study results, we conclude that the five variables
have significant influence
on the customer satisfaction on
the online trading system application
at PT KDB Daewoo Securities Indonesia. To improve
the customer satisfaction, the company
should prioritize the quality- related factors, and expand
and upgrade the existing
facilities and infrastructures.
Author: Hery, Riswan Efendi
Tarigan
Journal Code: jptinformatikagg150012
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