Analisis Kepuasan Gen Z Dalam Menggunakan Aplikasi BSI Mobile

Fadhliah, Syifa (2024) Analisis Kepuasan Gen Z Dalam Menggunakan Aplikasi BSI Mobile. Sarjana (S1) thesis, Universitas Islam "45" Bekasi.

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Abstract

This study aims to analyze the variables of E-Service Quality, namely Fulfillment, Responsiveness, Compensation, Efficiency, System Availibility, Privacy, Contact on the satisfaction of Gen Z customers in using the BSI Mobile application. The method used is a quantitative method by distributing questionnaires as a data collection tool. The population in this study is customers who belong to Generation Z and use the BSI Mobile application domiciled in Greater Jakarta. Sampling uses non-probability sampling by determining the number of samples using the Cochran formula which produces a sample number of 100 respondents. The analysis tool used in this study is multiple regression analysis with testing conducted using the SPSS Statistic Version 26 Software program. This study shows the results of simultaneous tests for the variables of Fulfillment, Responsiveness, Compensation, Efficiency, System Availibility, Privacy, and Contact together affect the satisfaction of Gen Z customers in using the BSI Mobile application. This is because the quality of service provided by BSI for mobile banking is very good and can be felt by Gen Z customers in carrying out their transaction activities. Then in the partial test for the variables of Fulfillment, Responsiveness, Compensation, Privacy, and Contact, each had no effect and was significant on the satisfaction of Gen Z customers in using the BSI Mobile application. This is because Gen Z customers have not felt the good quality of service from BSI regarding the fulfillment, response and communication of customer complaints and the security of customer personal data that has not been maximized. Meanwhile, the variables Efficiency and System Availibility have a positive and significant effect on Gen customer satisfaction in using the BSI Mobile application. This research has recommendations for Bank Syariah Indonesia to continue to improve the quality of BSI Mobile services so that it can increase customer satisfaction in using it.

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