ANALISIS PENGARUH ACCESSIBILITY DAN SECURITY TERHADAP CUSTOMER SATISFACTION DAN CUSTOMER LOYALTY NASABAH KLIKBCA

Inge Puspa Puspita Darmawan(1*), Christy Cussoy(2),


(1) 
(2) 
(*) Corresponding Author

Abstract


Dewasa ini, jumlah pengguna internet yang ada di Indonesia dari tahun ke tahun selalu mengalami peningkatan. Salah satu jasa yang digunakan pada internet adalah internet banking. Kepuasan nasabah akan tercipta apabila adanya kualitas layanan yang baik yang diberikan oleh KlikBCA, dan dengan terciptanya kepuasan nasabah dengan sendirinya akan mempengaruhi loyalitas dari para nasabah itu sendiri. Pada penelitian ini, penulis ingin mengetahui adakah pengaruh accessibility dan security yang merupakan variabel-variabel dari kualitas layanan terhadap kepuasan dan loyalitas nasabah KlikBCA di kota Surabaya. Pengumpulan data dilakukan dengan cara membagikan kuesioner pada responden yang merupakan nasabah pengguna KlikBCA yang ada di Surabaya. Ada beberapa tahapan yang harus dilalui seperti melakukan uji validitas dan reliabilitas melalui Partial Least Square (PLS).

 


Keywords


Accessibility, Security, Customer Satisfaction, Customer Loyalty, Partial Least Square

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