Yusnaini, Yusnaini (2010) Pengaruh Kualitas Pelayanan Internet Banking Terhadap Kepuasan dan Loyalitas Konsumen pada Bank Swasta. Jurnal Dinamika Akuntansi, 2 (1). Maret-Agustus. ISSN 2085-4277
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PENGARUH_KUALITAS_PELAYANAN_INTERNET_BANKING_TERHADAP_KEPUASAN_LOYALITAS_KONSUMEN_PADA_BANK_SWASTA_DI_KOTA_PALEMBANG.pdf Download (262kB) | Preview |
Abstract
This study examines the effects of internet banking quality to the customer satisfaction. A number of 145 customers that use internet banking for their transactions in 5 banks located in Palembang are selected as the data. Multiple and simple regressions are used to investigate hypothesis.The result shows that internet banking quality can influence the customer satisfaction. Dimensions of tangible, responsiveness and empathy have significant effects, but dimension of reliability and assurance are unsignificant. This study also finds that the customer satisfaction has significant effect to the bank customer loyalty.
| Item Type: | Article |
|---|---|
| Subjects: | H Social Sciences > HJ Public Finance > HJ9-9940 Public finance |
| Divisions: | 01-Faculty of Economics > 62201-Accounting (S1) |
| Depositing User: | Dr. Yusnaini Yusnaini |
| Date Deposited: | 17 Jan 2020 02:53 |
| Last Modified: | 17 Jan 2020 02:53 |
| URI: | http://repository.unsri.ac.id/id/eprint/24367 |
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