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ITS » Paper and Presentation » Sistem Informasi - S1
Posted by dee@its.ac.id at 26/03/2013 15:18:13  •  516 Views


ANALISIS FAKTOR PENYEBAB KEPUASAN PELANGGAN TERHADAP PENGGUNAAN INTERNET BANKING BERDASARKAN EFEK PENGALAMAN DENGAN METODE PARTIAL LEAST SQUARE STUDI KASUS BANK SWASTA DAN BANK BUMN

ANALYSIS OF THE CAUSAL FACTOR OF CUSTOMER SATISFACTION ABOUT INTERNET BANKING USAGE BASED ON THE EFFECT OF EXPERIENCE USING PARTIAL LEAST SQUARE METHOD CASE STUDY PRIVATE BANK AND STATE BANK

Author :
AMALIA, MILLATI ( 5208100028 )




ABSTRAK

Pada Tahun 2000 implementasInternet Banking mulai di lakukan oleh beberapa Bank di Indonesia. Beberapa bank di Indonesia menjadi pelopor yang mengoperasikan Internet Banking secara masif seperti salah satu bank swasta dan bank BUMN yang cukup ternama. Kini Internet Banking memiliki beberapa juta pengguna aktif di seluruh dunia sehingga perlu memperhatikan kepuasan pelanggan untuk mempertahankan pelanggan saat ini dan nilai masa depan pelanggan dimana dengan memperhatikan kepuasan pelanggan tentu pihak bank mendapatkan keuntungan kompetitif dan sangat baik untuk merancang strategi dalam mengembangkan perusahaan. Hal inilah yang mendorong penulis melakukan penelitian mengenai kepuasan pelanggan terhadap Internet Banking berdasarkan efek pengalaman agar dapat memberikan rekomendasi pada pihak bank dalam rangka meningkatkan layanan perbankan dan mengembangkan bisnis di tengah persaingan yang begitu ketat. Penelitian ini mengkaji faktor penentu kepuasan pelanggan terhadap Internet Banking dan mengeksplorasi efek dari pengalaman pada faktor penentu kepuasan pelanggan. Berdasarkan penelitian sebelumnya enam faktor kepuasan pelanggan yang diusulkan yaitu kemudahan penggunaan kecepatan desain keamanan isi konten dan layanan pendukung pelanggan serta efek dari pengalaman pada hubungan antara kepuasan pelanggan berdasarkan dua kelompok kelompok pengalaman tinggi dan kelompok pengalaman rendah model. Penelitian ini menggunakan metode Partial Least Square. Dimulai dengan penyebaran kuisioner lalu pengolahan statistik deskriptif dan melakukan pengujian keterkaitan efek pengalaman terhadap faktor penyebab kepuasan pelanggan menggunakan Partial Least Square PLS. Hasil penelitian menunjukkan bahwa pada studi kasus bank swasta variabel kecepatan signifikan pada kedua kelompok. Sedangkan variabel desain kecepatan dan keamanan signifikan pada pengguna dengan pengalaman tinggi. Untuk pengguna pengalaman rendah variabel kemudahan penggunaan kecepatan dan isi konten adalah Namun isi konten tidak signifikan pada kedua kelompok. Sedangkan hasil penelitian pada bank BUMN menunjukkan bahwa variabel kecepatan signifikan pada kedua kelompok. Berikutnya adalah variabel desain kecepatan dan keamanan signifikan pada pengguna dengan pengalaman tinggi. Sedangkan untuk pengguna pengalaman rendah terlihat bahwa variabel kemudahan pengguaan kecepatan isi konten dan layanan pendukung pelanggan signifikan pada pengguna dengan pengalaman rendah.


ABSTRACT

In 2000s the implementation of internet banking is begun by some of the Bank in Indonesia. In Indonesia one of the private bank and state-owned banks is the pioneer of Internet Banking . Now Internet Banking has several million active users worldwide so it needs to pay attention to customers satisfaction to retain current customers and future customers value where taking the customerss satisfaction will gain a competitive advantage and will be excellent strategies to grow up the company. This has encouraged the author to conduct research on customer satisfaction of Internet Banking on the effects of experience to provide recommendations on the bank to enhance and expand business banking services while the competition is more tight. This study examines the causes of customer satisfaction of Internet Banking and explore the effects of experience on the causes of customer satisfaction. Based on previous research there are six factors of the proposed customer satisfaction on Internet Banking namely ease of use speed design security content customer services and the effect of experience on the relationship among customer satisfaction based on two groups experiences. A high and low experience group model. This study conducting an asking questionnaires descriptive statistical processing and testing of the linkage effects of the experience factor of customer satisfaction using Partial Least Square PLS. The results of research show that there are diffrent among these banks. The private bank is significant on speed variable in both groups. Design speed and security variables are only significant on high experience user . While low experience user are significant to ease of use speed and content variable is significant However the content is not significant in both groups. While the results of research on state-owned banks shows that the speed variable is significantly in both groups. Design speed and security variable are significant on high experience users. While easy of use speed content and support service variable are significant to low experience.



KeywordsBank BUMN ; Bank Swasta ; Efek Pengalaman ; Kepuasan Pelanggan ; Partial Least Square (PLS)
 
Subject:  Pelayanan pelanggan; Internet
Contributor
  1. Mudjahidin, S.T, M.T
  2. Wiwik Anggraeni, S.Si, M.Kom
Date Create: 10/07/2012
Type: Text
Format: pdf
Language: Indonesian
Identifier: ITS-paper-520211300021023
Collection ID: 520211300021023
Call Number: RSSI 658.812 Ama a


Source
Paper and Presentation of Information System, RSSI 658.812 Ama a, 2013

Coverage
ITS Community

Rights
Copyright @2013 by ITS Library. This publication is protected by copyright and per obtained from the ITS Library prior to any prohibited reproduction, storage in a re transmission in any form or by any means, electronic, mechanical, photocopying, reco For information regarding permission(s), write to ITS Library




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  1.  ITS-paper-24215-5208100028-Paper.pdf - 485 KB
  2.  ITS-paper-24215-5208100028-Presentation.pdf - 4936 KB




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