MOBILE SERVICE QUALITY, PERCEIVED USEFULNESS, AND PERCEIVED EASE OF USE TO IMPROVE CUSTOMER SATISFACTION (Study on BCA Mobile Application Users)
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Date
2020
Journal Title
Journal ISSN
Volume Title
Publisher
Solid State Technology Volume: 63 Issue: 5
Abstract
This research intent to determine how much influence the quality of mobile service, perceived usefulness and perceived ease of use on customer satisfaction of users of the M-banking BCA Mobile application. The research method used is descriptive methods and verification method with a population of all BCA Mobile application users represented by 100 respondents. The analytical methods used are the Spearman Rank correlation, the coefficient of determination, and the T test with data analysis at the 5% significant level. The program used in analyzing the data is IBM SPSS Statistics ver. 25.0. The result showed that mobile service quality, perceived usefulness, and perceived ease of use had a positive effect on customer satisfaction.
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Keywords
Mobile Service Quality, Perceived Usefulness, Perceived Ease of Use, Customer Satisfaction, BCA Mobile