The Role of Mobile Banking Service Quality towards Customer Satisfaction: a Study Case of Cimb Niaga Go Mobile
Mobile banking service has a vital role to Indonesian banking nowadays. It is all due to the technology growth and people are demanding more convenience and easy access to their bank account. Many mobile banking services in Indonesia tried to increase their service quality in order to keep their customer satisfied and keep on doing financial transaction using the mobile banking service. This thesis used SERVQUAL instrument to measure the correlation in each SERVQUAL dimension with customer satisfaction, and to measure the gap between customer expectation and actual perception of the CIMB Niaga Go Mobile m-banking service. the multiple regression analysis p-value results showed that all five SERVQUAL dimension Tangibility (0.016), Reliability (0.000), Responsiveness (0.040), Assurance (0.010) and Empathy (0.000) has a significant correlation with the customer satisfaction. However, Reliability (0.000) has the biggest correlation value among others. It means that it is important to keep the mobile banking service as reliable as possible to achieve and maintain customer satisfaction.
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