ANALISIS DESKRIPTIF PADA DIMENSI KUALITAS LAYANAN MOBILE BANKING (M-BANKING) TERHADAP KEPUASAN NASABAH PERBANKAN SYARIAH

Authors

  • Charissa Kezia Rahmawati
    charissa.kezia.rahmawati-2014@feb.unair.ac.id
    Departemen Ekonomi Syariah - Fakultas Ekonomi dan Bisnis - Universitas Airlangga
  • Bayu Arie Fianto Departemen Ekonomi Syariah - Fakultas Ekonomi dan Bisnis - Universitas Airlangga
July 11, 2020

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This research presents an initial study of customer satisfaction as measured by five mobile banking (m-banking) quality services dimensions using descriptive statistics and mean score. The survey data were obtained from 100 respondents of mobile banking (m-baking) users by using a purposive sampling method. The data is processed using validity and reliability test to check the quality of the data. The results shown in this research are explanatory or extracting information on which factors the customer shows high and low satisfaction.

Keywords: Customer Satisfaction, Descriptive Statistic, Mobile Banking, Quality Service Dimension



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