Sudanta, Danur Ilmu (2026) ANALISIS KUALITAS LAYANAN ELEKTRONIK (E-SERVICE QUALITY) TERHADAP KEPUASAN NASABAH PENGGUNA BIMA MOBILE BANK JATENG (STUDI PADA NASABAH PENGGUNA BIMA MOBILE BANK JATENG KC UNGARAN). Sarjana (S1) thesis, Universitas BPD.
![[thumbnail of Skripsi Danur Ilmu Sudanta 12221746 BAB 1-3.pdf]](https://eprints.ubpd.ac.id/style/images/fileicons/text.png "Skripsi Danur Ilmu Sudanta 12221746 BAB 1-3.pdf")
Text
Skripsi Danur Ilmu Sudanta 12221746 BAB 1-3.pdf
Download (855kB)
Text
SKRIPSI DANUR 12221746 DAFTAR PUSTAKA.pdf
Download (312kB)
Abstract
This study aims to analyze the influence of E-Service Quality dimensions—efficiency, reliability, system availability, privacy, and fulfillment—on customer satisfaction for Bima Mobile users at Bank Jateng KC Ungaran. This research is motivated by the importance of evaluating digital service quality amidst growing customer demand for seamless transactions. Employing a quantitative method, data were collected from 100 respondents via snowball sampling and analyzed using multiple linear regression with SPSS 29. The results indicate that all five dimensions of E-Service Quality simultaneously have a significant effect on customer satisfaction, contributing 72% to the model. Partially, efficiency and fulfillment have a positive and significant impact, whereas reliability, system availability, and privacy show no significant effect, as they are perceived as baseline standards. These findings suggest that Bank Jateng management should prioritize transaction efficiency and the fulfillment of user needs to maintain customer loyalty.
Keywords: E-Service Quality, Customer Satisfaction, Bima Mobile, Bank Jateng, Mobile Banking.
| Item Type: | Thesis (Sarjana (S1)) |
|---|---|
| Additional Information: | Penelitian ini bertujuan untuk menganalisis pengaruh dimensi E-Service Quality—yaitu efisiensi, reliability, system availability, privasi, dan fulfillment—terhadap kepuasan nasabah pengguna aplikasi Bima Mobile pada Bank Jateng KC Ungaran. Latar belakang penelitian ini adalah pentingnya mengevaluasi kualitas layanan digital di tengah tuntutan nasabah akan kemudahan transaksi. Dengan menggunakan metode kuantitatif, penelitian ini mengumpulkan data dari 100 responden melalui snowball sampling. Analisis data dilakukan menggunakan teknik regresi linier berganda dengan bantuan SPSS 29. Hasil penelitian menunjukkan bahwa secara simultan, kelima dimensi E-Service Quality berpengaruh signifikan terhadap kepuasan nasabah dengan kontribusi sebesar 72%. Secara parsial, variabel efisiensi dan fulfillment terbukti memberikan pengaruh positif dan signifikan, sedangkan variabel reliability, system availability, dan privasi tidak berpengaruh signifikan karena dianggap sebagai standar dasar yang harus ada. Temuan ini menyarankan manajemen Bank Jateng untuk memfokuskan pengembangan pada efisiensi transaksi dan pemenuhan kebutuhan nasabah guna mempertahankan loyalitas pengguna. |
| Uncontrolled Keywords: | E-Service Quality, Kepuasan Nasabah, Bima Mobile, Bank Jateng, Mobile Banking. |
| Subjects: | H Social Sciences > HF Commerce H Social Sciences > HG Finance |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 19 Aug 2026 01:54 |
| Last Modified: | 19 Aug 2026 01:54 |
| URI: | https://eprints.ubpd.ac.id/id/eprint/23 |
Actions (login required)
- View Item