Research Article
The Effect of Product Quality, Service Quality, and Ease of Use of Mobile Banking on Bca Bank Customer Satisfaction in Jabodetabek
@INPROCEEDINGS{10.4108/eai.18-12-2023.2349796, author={Jahrani Kamilah Andini and Muhammad Dalva Al Haq and Siti Afsyoh Safitiri Marbella Sipayung and Zarkasih Zarkasih and Budi Permana Yusuf}, title={The Effect of Product Quality, Service Quality, and Ease of Use of Mobile Banking on Bca Bank Customer Satisfaction in Jabodetabek}, proceedings={Proceedings of the 1st UHAMKA International Conference on Economics and Business, UHICEB 2023, 18-19 December 2023, Jakarta, Indonesia}, publisher={EAI}, proceedings_a={UHICEB}, year={2024}, month={12}, keywords={product quality service quality ease of use mobile banking customer satisfaction}, doi={10.4108/eai.18-12-2023.2349796} }- Jahrani Kamilah Andini
Muhammad Dalva Al Haq
Siti Afsyoh Safitiri Marbella Sipayung
Zarkasih Zarkasih
Budi Permana Yusuf
Year: 2024
The Effect of Product Quality, Service Quality, and Ease of Use of Mobile Banking on Bca Bank Customer Satisfaction in Jabodetabek
UHICEB
EAI
DOI: 10.4108/eai.18-12-2023.2349796
Abstract
The objective is to assess the effect of product quality, service quality, and usability of BCA Versatile on BCA Bank customer satisfaction in Jabodetabek. In this study, we used quantitative methodology to analyze a problem using mathematical data, also known as measured data. The population used in this study were all BCA Mobile Banking users in the JABODETABEK area, with a sample size of 165 people. Primary data was collected through distributing questionnaires to all BCA Mobile Banking users. Based on the data collected, the results show that product quality, which refers to the product's ability to effectively meet customer needs and wants, significantly affects customer satisfaction. The results showed that the variable for service quality affects customer happiness because it has a major effect on the dependent variable of customer satisfaction in the presence of an attractive plan, service to the application according to the delivery of real data, ensuring security, and a good response so that service quality can fulfill BCA Bank customer satisfaction in JABODETABEK. Based on the data obtained, it is evident that the user convenience variable has a significant effect on customer satisfaction. This is due to its long-term impact on service features and customer satisfaction. BCA Mobile Banking offers various innovations and types of services that are easy to use, which ultimately increases the level of user comfort and satisfaction.
