The effect of e-service quality dimensions on BCA mobile user satisfaction at PT. Bank Central Asia, Tbk KCU Palembang

https://doi.org/10.21744/irjmis.v8n4.1876

Authors

  • Yohannes Setyowidodo Master of Management, Sriwijaya University, Palembang, Indonesia
  • Zakaria Wahab Lecturer of Magister Management, Economic Faculty, Sriwijaya University, Palembang, Indonesia
  • Muchsin Saggaf Shihab Lecturer of Bakrie University, Jakarta, Indonesia
  • Marlina Widiyanti Lecturer of Magister Management, Economic Faculty, Sriwijaya University, Palembang

Keywords:

BCA Mobile, customer satisfaction, e-service quality, e-servqual

Abstract

This study aims to determine the effect of the dimensions of e-service quality, including efficiency, fulfillment, system availability, privacy, responsiveness, and contact, on the decisions of BCA Mobile users at PT. Bank Central Asia, Tbk. The population in this study were all K1 customers focused on individual BCA Mobile service users in the period 2019-2020 at PT. Bank Central Asia, Tbk KCU Palembang, totaling 1,203 customers. The sample in this study was 112 customers obtained through a purposive sampling technique with the criteria of respondents being taken as samples were K1 Individual Focus customers who used BCA Mobile services in 2019-2020. The data collection method used a questionnaire distributed to all consumers, and the data was processed using multiple linear regression analysis. The results of multiple linear analyses show that efficiency, fulfillment, system availability, privacy, responsiveness, and contact have a positive and significant impact on customer satisfaction using BCA Mobile at PT. Bank Central Asia, Tbk. The BCA Mobile application makes it easy for customers to carry out their banking transactions anytime and anywhere independently.

Downloads

Download data is not yet available.

References

Agnihotri, R., Dingus, R., Hu, M. Y., & Krush, M. T. (2016). Social media: Influencing customer satisfaction in B2B sales. Industrial Marketing Management, 53, 172-180. https://doi.org/10.1016/j.indmarman.2015.09.003

Ahmed, A., Naseer, R., Asadullah, M., & Khan, H. (2020). Managing Service Quality, Food Quality, Price Fairness and Customer Retention: A Holistic Perspective.

Amalia, I. P. (2020). Pengaruh E-Service Quality Terhadap E-Customer Loyalty Pada Aplikasi KAI Access Melalui E-Customer Satisfaction Sebagai Variabel Intervening. Business Preneur: Jurnal Ilmu Administrasi Bisnis, 2(1), 1-10.

Asadpoor, S., & Abolfazli, A. (2017). Effect of electronic service quality on customer satisfaction and loyalty Saderat Bank’s customers. International Journal of Scientific Study, 5(4), 407-411.

Bressolles, G., Durrieu, F., & Senecal, S. (2014). A consumer typology based on e-service quality and e-satisfaction. Journal of Retailing and Consumer Services, 21(6), 889-896. https://doi.org/10.1016/j.jretconser.2014.07.004

Della Prisanti, M. (2017). Pengaruh E-Service Quality Dan E-Trus Terhadap E-Customer Satisfaction Serta Implikasinya Terhadap Ecustomer Loyalty. Journal of Business Studies, 2(1), 19-38.

Finn, A. (2011). Investigating the non-linear effects of e-service quality dimensions on customer satisfaction. Journal of Retailing and Consumer services, 18(1), 27-37. https://doi.org/10.1016/j.jretconser.2010.09.002

Firatmaja, F. (2021). Langkah Preventif Lindungi Anak dari Covid-19 | Republika Online.

Fornell, C. (1992). A national customer satisfaction barometer: The Swedish experience. Journal of marketing, 56(1), 6-21.

Ghani, M. R. A. (2020). The Relationship between Product Quality, E-Service Quality and Brand Image on Customer Satisfaction: Preliminary Investigation in Perlis. International Journal of Business and Management, 4(5), 43-54.

Gunawan, K. (2020). Pengaruh service quality dan customer trust terhadap customer satisfaction dan customer loyalty pada Allianz Life Insurance di Surabaya (Doctoral dissertation, Widya Mandala Catholic University Surabaya).

Gustafson, B. M., Pomirleanu, N., Mariadoss, B. J., & Johnson, J. L. (2019). The social buyer: A framework for the dynamic role of social media in organizational buying. Journal of Business Research. https://doi.org/10.1016/j.jbusres.2019.05.004

Gustafsson, A. (2009). Customer satisfaction with service recovery. Journal of Business Research, 62(11), 1220-1222. https://doi.org/10.1016/j.jbusres.2008.11.001

Hammoud, J., Bizri, R. M., & El Baba, I. (2018). The impact of e-banking service quality on customer satisfaction: Evidence from the Lebanese banking sector. SAGE Open, 8(3), 2158244018790633.

Irwansyah, A., & Mappadeceng, R. (2018). Pengaruh E-Service Quality Terhadap Customer Loyalty Melalui Customer Satisfaction Pada Toko On Line Buka Lapak. J-MAS (Jurnal Manajemen dan Sains), 3(2), 128-136.

Jacobs, F. R., Chase, R. B., & Aquilano, N. J. (2004). Operations management for competitive advantage. Boston: Mc-Graw Hill, 64, 70.

Karim, R. (2020). Influence of E-Service Quality on Customer Satisfaction & Word of Mouth in App-based Service Industry: A Case on Pathao, Bangladesh. Journal of Technology Management and Business, 7(1), 36-49.

Keller, K. L., & Kotler, P. (2012). Branding in B2B firms. In Handbook of business-to-business marketing. Edward Elgar Publishing.

Komara, A., & Ariningrum, H. (2013). Analisis faktor-faktor yang mempengaruhi kinerja sistem informasi akuntansi. Jurnal Riset Akuntansi Dan Manjemen, 2(1), 2.

Kotler, P., & Keller, K. L. (2016). Marketing Management 15th Edition. England.

Laurent, F. (2016). Pengaruh e-service quality terhadap loyalitas pelanggan Go-jek melalui kepuasan pelanggan. Agora, 4(2), 95-100.

Mihelis, G., Grigoroudis, E., Siskos, Y., Politis, Y., & Malandrakis, Y. (2001). Customer satisfaction measurement in the private bank sector. European Journal of Operational Research, 130(2), 347-360. https://doi.org/10.1016/S0377-2217(00)00036-9

Nyoni, S., Chiguvi, D., & Nhlane, P. (2017). The Impact of Electronic Service Quality on Customer Satisfaction in The Botswana Commercial Banking Sector. International Journal of Economics, Commerce and Management, 5(4), 390-400.

Oliva, R. (2012). A high-level overview: a value perspective on the practice of business-to-business marketing. In Handbook of Business-to-Business Marketing. Edward Elgar Publishing.

Parasuraman, A., Zeithaml, V. A., & Malhotra, A. (2005). ES-QUAL: A multiple-item scale for assessing electronic service quality. Journal of service research, 7(3), 213-233.

Pooranam, G., & Nandhini, K. (2018). A Study on Customer Satisfaction on Commercial Banks in Theni District. International Research Journal of Management, IT and Social Sciences, 5(2), 41-46.

Prasetya, A. Y., & Wardati, E. (2018). Analisis Pengaruh Kualitas Manajemen Penanganan Keluhan Pelanggan Dan E-Service Quality Terhadap Loyalitas Dengan Kepuasan Pelanggan Sebagai Variabel Intervening. Jurnal Ilmu Manajemen dan Akuntansi Terapan (JIMAT), 9(2), 145-156.

Pratiwi, D., & Hutasuhut, I. P. (2019). Pengaruh E-Service Quality dan Perceived Value Terhadap E-Satisfaction yang Berdampak pada E-Loyalty Mataharimall. com (Studi pada Pelanggan MatahariMall. com Tahun 2017). Jurnal ISIP: Jurnal Ilmu Sosial dan Ilmu Politik, 16(1), 1-12.

Puriwat, W., & Tripopsakul, S. (2017). The impact of e-service quality on customer satisfaction and loyalty in mobile banking usage: Case study of Thailand. Polish Journal of Management Studies, 15.

Rahayu, E. (2018). Pengaruh e-service quality terhadap e-customer satisfaction dan e-customer loyalty pada Toko Online shopee (studi kasus pada pengguna Toko Online Shopee) (Bachelor's thesis, Jakarta: Fakultas Ekonomi dan Bisnis UIN Syarif Hidayatullah Jakarta).

Ramadhana, D. P. (2019). Pengaruh E-Service Quality dan E-Trust Terhadap E-Loyalty Dengan E-Satisfaction Sebagai Variabel Intervening (Studi Pada Pengguna E-Commerce Shopee). Jurnal Universitas Negeri Yogyakarta.

Ramadhani, D. C., & Hidayat, I. (2018). Analisis Pengaruh Kepuasan Konsumen, Kepercayaan Pelanggan, Dan Hambatan Perpindahan Terhadap Retensi Pelanggan. Jurnal Ilmu dan Riset Manajemen (JIRM), 7(4).

Rita, P., Oliveira, T., & Farisa, A. (2019). The impact of e-service quality and customer satisfaction on customer behavior in online shopping. Heliyon, 5(10), e02690. https://doi.org/10.1016/j.heliyon.2019.e02690

Rusandy, D. S., Astuti, W., & Firdiansjah, A. (2018). Effect of MCSQ and COSE on service recovery and its impact on customer satisfaction. International research journal of management, IT and social sciences, 5(2), 237-247.

San, W. H., Von, W. Y., & Qureshi, M. I. (2020). The Impact of E-Service Quality on Customer Satisfaction in Malaysia. Journal of Marketing and Information Systems, 3(1), 46-62.

Sanusi, A. (2011). Metodologi Penelitian Bisnis, Salemba Empat.

Sativa, A., & SRI, R. T. A. (2016). Analisis Pengaruh E-Trust dan E-Service Quality terhadap E-Loyalty dengan E-Satisfaction sebagai Variabel Intervening (Studi pada Pengguna E-Commerce C2C Tokopedia) (Doctoral dissertation, Fakultas Ekonomika dan Bisnis).

Singh, S. (2019). Measuring E-service quality and customer satisfaction with internet banking in india. Theoretical Economics Letters, 9(02), 308.

Sundaram, V., Ramkumar, D., & Shankar, P. (2017). Impact of e-service quality on customer satisfaction and loyalty empirical study in India online business.

Surekha, M. (2020). E-Service Quality & Customer Satisfaction A Comparative Study of Private & Public Sector Banks.

Surya, E. D., & Saragih, M. G. (2020). Analysis Of E-Service Quality To Customer Satisfaction With Perceived Value As Intervening Variable.

Tambusai, S. R. K., Suharyono, S., & Pangestuti, E. (2019). Pengaruh E-Service Quality Dan E-Recovery Service Quality Terhadap E-Customer Satisfaction Dan E-Customer Loyalty. Profit: Jurnal Administrasi Bisnis, 13(2), 73-80.

Udo, G. J., Bagchi, K. K., & Kirs, P. J. (2010). An assessment of customers’e-service quality perception, satisfaction and intention. International Journal of Information Management, 30(6), 481-492. https://doi.org/10.1016/j.ijinfomgt.2010.03.005

Vetrivel, S. C., Rajini, J., & Krishnamoorthy, V. (2020). Influence of internet banking service quality on customer satisfaction-an Indian experience. Journal of Critical Reviews, 7(2), 546-551.

Wyer, J. R., & Mells, T. M. (2018). The Role of E-Service Quality to Customer Satisfaction and Customer Loyalty. The International Journal of Retail and Business Management, 12, 257–276.

Zaithaml, V. A., Parasuraman, A., & Malhotra. (2005). E-S-Qual A Multiple Relevant Knowledge Series. Marketing Science Institute.

Zavareh, F. B., Ariff, M. S. M., Jusoh, A., Zakuan, N., Bahari, A. Z., & Ashourian, M. (2012). E-service quality dimensions and their effects on e-customer satisfaction in internet banking services. Procedia-social and behavioral sciences, 40, 441-445. https://doi.org/10.1016/j.sbspro.2012.03.213

Zhang, C., Fang, D., Yang, X., & Zhang, X. (2018). Push and pull strategies by component suppliers when OEMs can produce the component in-house: The roles of branding in a supply chain. Industrial Marketing Management, 72, 99-111. https://doi.org/10.1016/j.indmarman.2018.02.012

Published

2021-06-26

How to Cite

Setyowidodo, Y., Wahab, Z., Shihab, M. S., & Widiyanti, M. (2021). The effect of e-service quality dimensions on BCA mobile user satisfaction at PT. Bank Central Asia, Tbk KCU Palembang. International Research Journal of Management, IT and Social Sciences, 8(4), 258-266. https://doi.org/10.21744/irjmis.v8n4.1876

Issue

Section

Peer Review Articles

Most read articles by the same author(s)

1 2 > >>