| dc.description.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. | en_US |
