PENGARUH KEPERCAYAAN, KUALITAS LAYANAN, NILAI KONSUMEN (NILAI FUNGSIONAL DAN NILAI EMOSIONAL) TERHADAP KEPUASAN PELANGGAN PADA PENGGUNA INTERNET BANKING BCA DI SURABAYA

Abstract

Globalization causes business competition become more competitive and the use of technology becomes a mean to help company in winning the competition. Banking industry is one of the companies that faced the effect of globalization. In performing its function as financial intermediary and create customer satisfaction, bank launch a banking facility called internet. Costumer satisfaction will support the company to sustain and compete. BCA is one the banks that succeeds in developing personal banking products called BCA internet banking/KlikBCA. It was proven when it was awarded the REBI 2010 for the most frequent online transaction. In this research, the author studied factors affecting costumer satisfaction of BCA internet banking in Surabaya. This research includes 100 respondents who used BCA internet banking more than once in a year and who domiciles in Surabaya. The results indicated that trust, service quality, and costumer value (functional and emotional value) have positive and significant effect on customer satisfaction of BCA internet banking. The effect was found from the F-test and ttest. This research also found that functional value has the largest effect of 25.9%, which means that functional value largely effects customer satisfaction compared to other three variables. From the coefficient of correlation analysis, it showed a strong relation between the dependent and independent variable as R=0.672. Meanwhile, from the coefficient of determination, it indicated an adjusted R2=0.428, which means that 42.8% of customer satisfaction is predicted by the independent variables of this research, and the rest percentage was predicted by other variables out of from this research.