ANALISIS KEPUASAN NASABAH PENGGUNA INTERNET BANKING (STUDI KASUS DI AREA BISNIS SURABAYA)
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Abstract
Abstrak - Internet Banking meruapakan salah satu layanan jasa Bank yang dimungkinkan nasabah untuk memperoleh informasi, melakukan komunikasi dan transaksi perbankan melalui jaringan internet seperti komputer atau smartphone. Peneliti ini bertujuan untuk mengetahui pengaruh tingkat kecepatan, kualitas layanan dan kenyamanan terhadap kepuasan nasabah pengguna internet banking di area bisnis kota Surabaya. Penelitian ini termasuk jenis deskiptif kuantitatif dengan mengguna data primer yang di peroleh dari studi lapangan yaitu dengan kuesioner. Populasi dalam penelitian ini adalah penggunjung di area bisnis kota Surabaya yang menggunakan fasilitas internet banking. Pengambilan sampel menggunakan metode sampel nonprobability sampling dengan uji coba instrumen, uji asumsi klasik dan uji analisis data dalam penelitian ini menggunakan SPSS 18. Hasil penelitian ini menunjukkan bahwa tingkat kecepatan dan kenyamanan berpengaruh positif dan signifikan terhadap kepuasan nasabah pengguna internet banking di area bisnis Surabaya, sedangkan tingkat kualitas layanan berpengaruh positif tetapi tidak signifikan terhadap kepuasan nasabah pengguna internet banking di area bisnis Surabaya.
Kata Kunci: Internet Banking, Tingkat Kecepatan, Kualitas Layanan, Kenyamanan, Kepuasan Nasabah menggunakan Internet Banking.
Abstract - Internet Banking is one of the Banking service that enable customers to obtain information, to communicate and doing transaction through internet network in a computer or smartphone. The purpose of this research study is to determine the influence of speed / promptness level, service quality and customer satisfaction in managing their finance for internet banking user in Surabaya business area. By using a qualitative descriptive as an appoach, nonprobability sampling method was used with instrument test, and SPPS 18 was used as classical assumption test and data analysis test. The results of this study indicate that the rate of speed and convenience have a positive and significant impact on customer satisfaction of internet banking users is the business area of Surabaya, while the level of service quality has a positive impact but it is not significant on customers satisfaction of internet banking user in Surabaya business area.
Keywords: Internet Banking, Speed Rate, Service Quality, Convenience,Customer Satisfaction using Internet Banking
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