Record Details

Analysis of Electronic Channel Service Quality on Customer Satisfaction of Bank Syariah Indonesia (BSI) During the Covid-19 Pandemic

AL-ARBAH: Journal of Islamic Finance and Banking

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Field Value
 
Title Analysis of Electronic Channel Service Quality on Customer Satisfaction of Bank Syariah Indonesia (BSI) During the Covid-19 Pandemic
 
Creator Amora, Ivone Fradia
Supriyanto, Supriyanto
 
Subject —
Service Quality, E-Channel, Customer Satisfaction, Bank Syariah Indonesia.
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Description AbstractPurpose - This study aims to examine and analyze how the influence of Electronic Channel (E-Channel) service quality on customer satisfaction of Bank Syariah Indonesia.Method - The research uses a quantitative approach. The population used in this study is the customers of Bank Syariah Indonesia using E-Channel. With the number of samples in this study amounted to 100 respondents.Result - The variables of reliability, privacy and easy to use have a positive and significant effect on customer satisfaction. Meanwhile, the efficiency variable has a negative and significant effect on customer satisfaction. And for the design variable has no effect on customer satisfaction.Implication - The implication is that the quality of e-channel services (electronic channel) provided by the bank will affect customer satisfaction.Originality - This study analyzes the quality of service in the E-Channel includes five components, namely Reliability, Efficiency, Privacy/Security, Design, and Easy to Use on customer satisfaction.
 
Publisher Universitas Islam Negeri (UIN) Walisongo Semarang
 
Contributor —
 
Date 2021-12-31
 
Type info:eu-repo/semantics/article
info:eu-repo/semantics/publishedVersion
Peer-reviewed Article
Quantitaitve
 
Format application/pdf
 
Identifier https://journal.walisongo.ac.id/index.php/arbah/article/view/10101
10.21580/al-arbah.2021.3.2.10101
 
Source AL-ARBAH: Journal of Islamic Finance and Banking; Vol 3, No 2 (2021); 159-174
2716-2575
2716-3946
 
Language eng
 
Relation https://journal.walisongo.ac.id/index.php/arbah/article/view/10101/pdf
 
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Rights Copyright (c) 2021 AL-ARBAH: Journal of Islamic Finance and Banking
http://creativecommons.org/licenses/by-nc-sa/4.0