Gunawan, Zahra Salsabila Endy (2024) PENGARUH FITUR LAYANAN, KEPERCAYAAN DAN KEMUDAHAN TERHADAP KEPUTUSAN NASABAH MENGGUNAKAN LAYANAN MOBILE BANKING PADA BANK SYARIAH INDONESIA CABANG GROBOGAN. Other thesis, STIE Bank BPD Jateng.
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Abstract
Mobile banking or commonly called m-banking is a service provided by banks to facilitate and make it easier for customers to carry out banking transactions. There are complaints from most BSI mobile users, namely that the application is forced to close while making a transaction, as well as updates to the Android application, some of which are not supported on customer devices, as well as e-commerce balance top-up transactions which are still having problems. This research aims to determine the influence of service features, trust and convenience on customers' decisions to use mobile banking services at Bank Syariah Indonesia Grobogan Branch. This research uses a quantitative type of research. The population in this research is BSI Bank customers in Grobogan Regency who have used mobile banking for a minimum period of 2 years, the exact number of which is unknown. The sample was determined using the Slovin formula so that 100 respondents were obtained. Data collection using a Likert scale questionnaire. Meanwhile, data analysis uses SPSS. The results of this research show that: 1) service features have a positive effect on the decision to use BSI m-banking in Grobogan, 2) trust has a positive effect on the decision to use BSI m-banking in Grobogan, 3) convenience has a positive effect on the decision to use BSI m-banking in Grobogan, meaning that the better the service features, trust and convenience provided to customers, the more it will influence the customer's decision to use BSI m-baking in Grobogan Keywords: Service Features, Trust, Ease of Customer Decision to Use, Mobile Banking Services
| Item Type: | Thesis (Other) |
|---|---|
| Additional Information: | Mobile banking atau biasa disebut m-banking adalah sebuah layanan yang diberikan oleh pihak bank untuk memfasilitasi dan memudahkan bagi nasabah untuk melakukan transaksi perbankan. Terdapat keluhan sebagian besar pengguna BSI mobile yaitu aplikasi tertutup secara paksa saat sedang melakukan transaksi, serta update aplikasi Android yang sebagian tidak didukung diperangkat nasabah, juga transaksi top-up saldo e-commerce yang masih terkendala. Penelitian ini bertujuan untuk mengetahui pengaruh fitur layanan, kepercayaan dan kemudahan terhadap keputusan nasabah menggunakan layanan mobile banking pada Bank Syariah Indonesia Cabang Grobogan. Penelitian ini menggunakan jenis penelitian kuantitatif. Populasi dalam penelitian ini adalah nasabah Bank BSI di Kabupaten Grobogan yang menggunakan mobile banking jangka waktu minimal 2 tahun, yang tidak diketahui jumlahnya secara pasti. Penentuan sampel dengan rumus Slovin sehingga di dapatkan 100 responden. Pengumpulan data dengan kuesioner skala Likert. Sedangkan analisis data menggunakan SPSS. Hasil penelitian ini menunjukkan bahwa: 1) fitur layanan berpengaruh positif terhadap keputusan menggunakan m-banking BSI di Grobogan, 2) kepercayaan berpengaruh positif terhadap keputusan menggunakan m-baking BSI di Grobogan, 3) kemudahan berpengaruh positif terhadap keputusan menggunakan m-banking BSI di Grobogan, artinya semakin baik fitur layanan, kepercayaan dan kemudahan yang diberikan kepada nasabah maka akan semakin mempengaruhi keputusan nasabah untuk menggunakan m-baking BSI di Grobogan Kata Kunci: Fitur Layanan, Kepercayaan, Kemudahan Keputusan Nasabah Menggunakan, Layanan Mobile Banking |
| Uncontrolled Keywords: | Service Features, Trust, Ease of Customer Decision to Use, Mobile Banking Services |
| Subjects: | H Social Sciences > HB Economic Theory H Social Sciences > HC Economic History and Conditions |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 22 Mar 2024 06:12 |
| Last Modified: | 22 Mar 2024 06:12 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/1945 |
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