Model E-Satisfaction Pengguna Layanan Mobile Banking selama Pandemi Covid-19 (Survey pada Nasabah Bank Nagari)

JKBM Jurnal Konsep Bisnis dan Manajemen Pub Date : 2022-05-31 DOI:10.31289/jkbm.v8i2.6912

Nurul Afifah Usman, Eri Besra, Syafrizal Syafrizal

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Abstract

Mobile banking had a significant increase during the Covid-19, therefore Bank Nagari had to improve its performance by maintaining e-satisfaction This study tests the e-satisfaction model for mobile banking Bank Nagari services users during Covid-19, which is influenced by mobile banking service quality and online relationship quality. Data were analyzed using AMOS's 26 version structural equation model (SEM) as the software used and the type of this study is quantitative explanatory. The sampling technique uses quota sampling with a sample number of 120 respondents who used mobile banking during the Covid-19. The results showed that mobile banking service quality and online relationship quality positively and significantly affected e-satisfaction. This model can be used for Bank Nagari as strategic management to improve customer satisfaction in mobile banking by improving mobile banking service quality and online relationship quality. This study extends the literature related to the e-satisfaction model in using mobile banking services, especially for customers of Bank Nagari.

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新冠肺炎疫情期间手机银行业务显著增长，因此永里银行必须通过保持电子满意度来提高其绩效。本研究对手机银行永里银行服务用户在新冠肺炎疫情期间的电子满意度模型进行了测试，该模型受手机银行服务质量和在线关系质量的影响。数据分析采用AMOS的26版结构方程模型(SEM)作为软件，本研究的类型为定量解释。抽样技术采用配额抽样，抽样数量为120名在Covid-19期间使用移动银行的受访者。结果表明，手机银行服务质量和网上关系质量对电子满意度有显著的正向影响。该模型可用于长河银行作为战略管理，通过提高手机银行服务质量和网上关系质量来提高手机银行客户满意度。本研究扩展了与使用移动银行服务的电子满意度模型相关的文献，特别是对永ari银行的客户。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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JKBM Jurnal Konsep Bisnis dan Manajemen

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4 weeks