STUDI DESKRIPTIF FAKTOR-FAKTOR ATM SERVICE QUALITY PADA ATM BCA DI SURABAYA

  • Ardiyanto Ardiyanto Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
  • Siti Rahayu Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
  • Prita Ayu Kusumawardhany Jurusan Manajemen Fakultas Bisnis dan Ekonomika Universitas Surabaya
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Keywords: Service Quality, E-service Quality, ATM Qu

Abstract

Penelitian ini bertujuan untuk mengkonfirmasi faktor-faktor ATM Service Quality pada penelitian sebelumnya masih relevan digunakan pada saat ini objek yang diambil adalah ATM BCA di Surabaya Pengolahan data dilakukan dengan menggunakan bantuan program SPSS 18 for windows. Teknik pengambilan sampel yang digunakan dalam penelitian ini adalah non probability sampling dengan judgmental sampling. Jumlah sampel yang digunakan dalam penelitian ini adalah 150 responden. Data di olah menggunakan mean, standar deviasi dan Confirmatory factor analysis.  Penelitian ini menyatakan dari 7 dimensi ATM Quality yaitu (1)Reliability, (2)Convenience, (3)Responsiveness, (4)Ease to Use, (5)Fulfillment, (6)Security, (7)Accuracy. Yang terbagi dalam 28 pernyataan pada penelitian sebelumnya yang masih relevan digunakan untuk penelitian. Semua elemen pernyataan dapat digunakan karena memiliki loading faktor yang telah ditentukan

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Published
2016-03-01
Issue
Vol. 5 No. 1 (2016): Calyptra : Jurnal Ilmiah Mahasiswa Universitas Surabaya (September)
Section
Bidang Manajemen (M)

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