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
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Publisher
Solid State Technology
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