Analisis sistem fasilitas e-banking terhadap kepuasan nasabah dalam bertransaksi (studi di Bank Central Asia Cabang Borobudur Kota Malang) / Pandu Alit Sukma Permana

Permana, Pandu Alit Sukma (2017) Analisis sistem fasilitas e-banking terhadap kepuasan nasabah dalam bertransaksi (studi di Bank Central Asia Cabang Borobudur Kota Malang) / Pandu Alit Sukma Permana. Diploma thesis, Universitas Negeri Malang.

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Abstract

ABSTRAK Permana, Pandu Alit Sukma. 2015. ANALISIS SISTEM FASILITAS E-BANKING TERHADAP KEPUASAN NASABAH DALAM BERTRANSAKSI (Studi Di Bank Central Asia Cabang Borobudur Kota Malang). Skripsi, Jurusan Ekonomi Pembangunan, Fakultas Ekonomi, Universitas Negeri Malang. Pembimbing: (I) Dr. SugengHadiUtomo, M.S, (II) Dr. Nasikh, S.E., M.P, M.Pd. Kata Kunci: KualitasLayanan, Kepuasan, Perbankan Terdapatbanyakfaktor yang mempengaruhikepuasannasabah.Kualitaslayanandianggapsebagaisalahsatufaktor yang berpengaruhpadakepuasannasabah.Peningkatankepuasannasabahinidapatdijadikanindikatorkuncikeberhasilanbagi bank tersebutgunamengembangkanbisnis yang lebihefektif. Jenispenelitian yang dilakukanadalahpenelitiandeskriptifdenganmetodependekatankualitatif.Data penelitian berupa hasil kuesioner, hasil wawancara, hasil observasi dan dokumentasi saat melakukan penelitian. Analisis data dalam penelitian kualitatif dimulai dari reduksi data, penyajian data dan penarikan kesimpulan. Pengecekan keabsahan temuan dilakukan dengan menggunakan teknik triangulasi sumber. Berdasarkan hasil penelitian diperoleh bahwa kepuasan yang dimiliki olehnasabah Bank Central Asia Cabang Borobudur Kota Malang berdasarkan lima aspekkunciyaitubuktifisik (tangible), keandalan (reliabilitas), dayatanggap (responsibility), jaminan (assuurance)danempati(emphaty)darisepuluhrespondenmenyatakanbuktifisikdalambentukmaupunkondisifasilitas yang memadaimakaakanmenambahkepuasannasabah. Nasabahmerasakeandalandalamkecepatan proses transaksi di Bank Central Asia dirasasudahcukupbaikkarena rata-rata nasabahmerasapuasdengankecepatanpelayanantransaksi. Sedangkanuntukkriteriadayatanggap, nasabahmerasapuasdengankemudahan-kemudahan yang diberikanoleh Bank Central Asia.Kriteriajaminandianggapsudahbaikmeskipunadabeberapanasabah yang masihmeragukankeamanan Bank Central Asia.Untukkriteriaempatidianggapmasihkurangbaikkarenanasabahbelummendapatkanservis yang merekainginkan. ABSTRAK Permana, Pandu Alit Sukma. 2015. THE ANALYSIS OF FACILITY E-BANKING SYSTEMS ABOUTCOSTUMERS SATISFACTIONON TRANSACTION(Study on Bank Central Asia Branches Borobudur Malang City).SarjanaÔÇÖs Thesis, Department of Development Economics, Faculty of Economics,State University of Malang. Advisors:(I) Dr. SugengHadiUtomo, M.S, (II) Dr. Nasikh, S.E., M.P, M.Pd. Keywords: Service Quality, Costumers Satisfaction, Banking Many factors that effectcostumers satisfaction.Service quality reputated to be one of influential factors of costumers satisfaction. Increased costumers satisfaction can be used as indicator for the success of the bank to develop a business that more effective. This research use a methodology descriptive qualitative with the approach. The research data taken from questionnaire results, the results of interview, the results of observation and documentation at the time of research. Data analysis of qualitative research start from data reduction, data display and conclusion drawing. Checking the validity of data use a source triangulasi technique. The result showed the costumers satisfaction on Bank Central Asia Branches Borobudur Malang City seen from five indicators that is tangible, reliabilitas, responsibility, assurance and emphaty take of ten respondents said tangible in the form of and the condition of facility is enough will increased customers satisfaction. The customers feel good enough on reliabilitas indicators about speed of the procces of transaction in Bank Central Asia. Meanwhile, the responsibility for criteria is the costumers feel satisfied with the easiness given by Bank Central Asia. On assurance indicators, considered good though there are some costumers who still doubt the security in Bank Central Asia. And then, the last indicators is emphaty, reputed still not good because the costumers not get service for they want.

Item Type: Thesis (Diploma)
Subjects: H Social Sciences > HB Economic Theory
Divisions: Fakultas Ekonomi (FE) > Jurusan Ekonomi Pembangunan (EKP) > S1 Ekonomi dan Studi Pembangunan
Depositing User: Users 2 not found.
Date Deposited: 06 Sep 2017 04:29
Last Modified: 09 Sep 2017 03:00
URI: http://repository.um.ac.id/id/eprint/42091

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