Comparative Analysis Of Information Quality, Systems, Services And Mobile Banking Customer Satisfaction Between Government Banks, National Private Banks And Regional Banks
Abstract
This study has the aim of knowing and analyzing the comparison of both the quality of services carried out by the banks and also the consumers in this case comparing the level of satisfaction of mobile banking users at government banks, national private banks and regional banks. The sample taken was 100 respondents consisting of customers of government-owned banks, private banks and regional banks. The test stages used are validity test, reliability test, normality test, and Wilcoxon Signed Rank Test. Based on the results of the study, it can be concluded that there are differences in information quality, system quality, service quality, and customer satisfaction between Mobile Banking for Government Banks, National Private Banks, and Regional Banks.
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Amalia, P., & Hastriana, A. Z. (2022). The Effect of Usability, Ease of Security, and M-Banking Features on Customer Satisfaction in Transactions at Bank Syariah Indonesia (Case Study of BSI KCP Sumenep). Islamic Sciences, Sumenep, 1, 70-89.
Antonov, M. P. I., Hassan, F. Z., & Nurisnaini, N. (2022). The Effect of Mobile Banking on Customer Satisfaction. Journal of Unity Informatics, 2(2), 189-198. https://doi.org/10.37641/jikes.v2i2.1458.
Barnes, S., & Vidgen, R. (2001). An evaluation of cyber-bookshops: The WebQual method. International Journal of Electronic Commerce, 6, 11-30. https://doi.org/10.4018/978-1- 878289-89-6.ch002.
Barnes, S., & Vidgen, R. (2002). An Integrative Approach to the Assessment of E-Commerce Quality. Journal of Electronic Commerce Research, 3, 114-127.
Budi, A. R. (2005). Legal aspects of internet banking. RajaGrafindo Persada.
Chandran, S. (2016). Economic Foundation and Psychic Determinism: Freud's Views of Marx's Political Economy. SSRN Electronic Journal, 1-11. https://doi.org/10.2139/ssrn.2732229.
Chou, P.-F., Lu, C.-S., & Chang, Y.-H. (2014). Effects of service quality and customer satisfaction on customer loyalty in high-speed rail services in Taiwan. Transportmetrica A: Transport Science, 10. https://doi.org/10.1080/23249935.2014.915247.
Engel, J. F., Blackwell, R. D., & Miniard, P. W. (1990). Consumer Behavior (6th Editio). Dryden Press.
Gu, J.-C., Lee, S.-C., & Suh, Y.-H. (2009). Determinants of behavioral intention to mobile banking. Expert Systems with Applications, 36(9), 11605-11616. https://doi.org/https://doi.org/10.1016/j.eswa.2009.03.024.
Irham, F. (2014). Banks and Other Financial Institutions. In Alfabeta.
Jiwantara, K., Sutrisno, A., & Neyland, J. S. C. (2012). Practical Indonesian Language Counseling at the Language Center of North Sulawesi Province. Department of Mechanical Engineering Faculty of Sam Ratulangi University Manado, 1(1), 1-11.
Karjaluoto, H., Shaikh, A., Saarijärvi, H., & Saraniemi, S. (2018). How perceived value drives the use of mobile financial services apps? International Journal of Information Management, 47. https://doi.org/10.1016/j.ijinfomgt.2018.08.014
Cashmere. (2008). Banks and Other Financial Institutions (Revised Edition). PT. RAJAGRAFINDO PERSADA.
Khan, K. (2014). Mobile Banking: An Innovative Way to Improve Banking Performance.
International Journal of Scientific and Engineering Research, 5, 80-83.
Kotler, P. (2003). Marketing management. In Prentice Hall marketing TA - TT - (11th ed).
Prentice Hall Upper Saddle River, N.J. https://doi.org/ LK - https://worldcat.org/title/49225813
Leucereno, S.. (2019). 2018 Economic Growth Misses Target Higher than 2017. Detik. finance.detik.com: %0Ahttps://finance.detik.com/berita-ekonomi-bisnis/d- 4415746/pertumbuhanekonomi-2018-meleset-dari-target-lebih-tinggi-dari-2017%0A%0A
Millenianto. (2020). Analysis of the influence of social media reviews, brand satisfaction, and service operations with customer satisfaction at KFC restaurants. Pelita Harapan University.
Parasuraman, A. P., Zeithaml, V., & Berry, L. (1985). A Conceptual Model of Service Quality and its Implication for Future Research (SERVQUAL). The Journal of Marketing, 49, 41-50. https://doi.org/10.2307/1251430
Purnamawati, E. (2016). Service Quality Analysis with Servqual and AHP Methods at the Population and Civil Registration Office in Surabaya. Journal of Industrial Engineering and Management, Vol 3 (1), 1-11. http://www.ejournal.upnjatim.ac.id/index.php/tekmapro/article/view/269
Saha, P., & Zhao, Y. (2005). Relationship between online service quality and customer satisfaction: a study in Internet banking. https://api.semanticscholar.org/CorpusID:169903497
Sindwani, R., & Goel, M. (2012). An Analysis Of Atm Banking Service Quality And Its Dimensions. International Journal of Business Economics and Management Research, 3.
Sugianto, D. (2019). BCA Boss Explains M-Banking Error. https://finance.detik.com/moneter/d- 4662561/penjelasan-bos-bca-soal-m-banking-eror
Sugiyono. (2014). Research Methods quantitative, qualitative and R & D. Alfabeta.
Tam, C., & Oliveira, T. (2017). Literature review of mobile banking and individual performance. International Journal of Bank Marketing, 35, 0. https://doi.org/10.1108/IJBM-09-2015-0143.
Zeithaml, V., Parasuraman, A. P., & Berry, L. (1990). Delivering quality service: Balancing customer perceptions and expectations.
Published
2024-04-27
Section
Articles
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