Pengaruh Kualitas Pelayanan Internet Banking Terhadap Kepuasan dan Loyalitas Konsumen pada Bank Swasta

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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    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
    Divisions: Faculty of Economics > Department of Accounting
    Depositing User: yusnaini yusnaini ali
    Date Deposited: 28 Jun 2018 10:48
    Last Modified: 28 Jun 2018 10:48
    URI: http://eprints.unsri.ac.id/id/eprint/7938

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