Maula, Dina Izzatul (2026) Pengaruh E-Service Quality, E-Trust, dan Kemudahan Penggunaan Bima Mobile Terhadap Kepuasan Nasabah (Studi Pada Dinas Kebudayaan dan Pariwisata Kota Semarang). Skripsi thesis, Universitas BPD.
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Abstract
The advancement of digital technology has brought significant changes in the banking sector. The development of information technology has encouraged financial institutions to introuduce innovations that provide convenience, speed, and comfort to customers. One of the rapidly developing innovations is mobile banking. This study aims to determine the Effect of E-Service Quality, E-Trust, and Ease of Use of Bima Mobile on Customer Satisfaction (Study at the Dinas Kebudayaan dan Pariwisata Semarang City). This research method uses a quantitative method. The population in this study were customers who use the Bima Mobile application at Dinas Kebudayaan dan Pariwisata Semarang city. The sample taken was 50 respondents. The results of this study indicate that E-Service Quality has a positive and significant effect on Customer Satisfaction, E-Trust has a positive and significant effect on Cusomer Satisfaction, and Ease of Use of Bima Mobile has a positive and significant effect on Customer Satisfaction. Keyword: E-Service Quality, E-Trust, Ease of Use, and Customer Satisfacion
| Item Type: | Thesis (Skripsi) |
|---|---|
| Additional Information: | Kemajuan teknologi digital membawa perubahan signifikan dalam sektor perbankan. berkembangnya teknologi informasi mampu mendorong lembaga keuangan menghadirkan inovasi yang memberikan kemudahan, kecepatan, dan kenyamanan kepada nasabah. Salah satunya inovasi yang berkembang pesat adalah mobile banking. Penelitian ini bertujuan untuk mengetahui Pengaruh E-Service Quality, E-Trust, dan Kemudahan Penggunaan Bima Mobile Terhadap Kepuasan Nasabah (Studi Pada Dinas Kebudayaan dan Pariwisata Kota Semarang). Metode penelitian ini menggunakan metode kuantitatif. Populasi pada penelitian ini merupakan nasabah pengguna aplikasi Bima Mobile di Dinas Kebudayaan dan Pariwisata Kota Semarang. Sampel yang diambil sebanyak 50 responden. Hasil penelitian ini menunjukkan E-Service Quality berpengaruh positif dan signifikan terhadap Kepuasan Nasabah, E-Trust berpengaruh positif dan signifikan terhadap Kepuasan Nasabah, dan Kemudahan Penggunaan Bima Mobile berpengaruh positif dan signifikan terhadap Kepuasan Nasabah. |
| Uncontrolled Keywords: | E-Service Quality, E-Trust, Ease of Use, and Customer Satisfacion |
| Subjects: | H Social Sciences > HF Commerce H Social Sciences > HF Commerce > HF5601 Accounting H Social Sciences > HG Finance H Social Sciences > HJ Public Finance |
| Divisions: | Faculty of Law, Arts and Social Sciences > School of Management |
| Depositing User: | Wisudawan S1 |
| Date Deposited: | 17 Mar 2026 06:14 |
| Last Modified: | 17 Mar 2026 06:14 |
| URI: | http://eprints.stiebankbpdjateng.ac.id/id/eprint/3084 |
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