Research Article
BRI E-Banking Services Quality Analysis in BRI Panakkukang Branch During Covid-19 Pandemic
@INPROCEEDINGS{10.4108/eai.15-9-2021.2315211, author={Eljihad Akbari Syukriah Mathory and Husnul Fauziah AR}, title={BRI E-Banking Services Quality Analysis in BRI Panakkukang Branch During Covid-19 Pandemic}, proceedings={Proceedings of the Third International Conference Administration Science, ICAS 2021, September 15 2021, Bandung, Indonesia}, publisher={EAI}, proceedings_a={ICAS}, year={2022}, month={1}, keywords={quality of e-banking service speed security accuracy trust}, doi={10.4108/eai.15-9-2021.2315211} }- Eljihad Akbari Syukriah Mathory
Husnul Fauziah AR
Year: 2022
BRI E-Banking Services Quality Analysis in BRI Panakkukang Branch During Covid-19 Pandemic
ICAS
EAI
DOI: 10.4108/eai.15-9-2021.2315211
Abstract
Covid-19 pandemic caused customers of PT. Bank Rakyat Indonesia (Persero) Tbk, Panakkukang branch got closer to e-banking services; however, there were still a lot of complaints from the customers. The objective of the study was to understand how the quality of BRI e-banking services affected customer satisfaction and to determine differences in the quality of BRI e-banking services at the Panakkukang Branch during the Covid-19 pandemic. This study applied quantitative method with 100 respondents. The data collection technique was carried out using a questionnaire which was processed using SPSS ver. 25 and reviewing the documents. The results of the study showed that Ho is rejected, and Ha is accepted, which means that the quality of e-banking services consisting of speed, security, accuracy and trust has positive and significant effect on customer satisfaction during the Covid-19 pandemic. The quality of BRI e-banking services at the Panakkukang Branch is in very good category with the percentage of the speed indicator 80.75%, security 78.67%, accuracy 79.8% and trust 81.05% from the expected 100%. The difference in the quality of e-banking services during the Covid-19 pandemic can be seen from the various additional features in several BRI e-banking services at Panakkukang Branch.