Persepsi nasabah mengenai kualitas pelayanan pembukaan rekening online di PT BANK CENTRAL ASIA TBK

Sigarlaki, Fersya Agatha (2023) Persepsi nasabah mengenai kualitas pelayanan pembukaan rekening online di PT BANK CENTRAL ASIA TBK. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

Online Banking adalah layanan transaksi perbankan yang dilakukan nasabah baik melalui rumah ataupun tempat di mana nasabah itu berada. Penelitian ini bertujuan untuk mengetahui persepsi nasabah mengenai kualitas pelayanan pembukaan rekening melalui Mobile Banking BCA (M-BCA). Teori yang digunakan untuk penelitian adalah Teori Kualitas Pelayanan dan Teori Persepsi. Metode Penelitian ini bersifat kualitatif deskriptif dengan wawancara, dokumentasi serta observasi yang akan menjadi teknik dalam pengumpulan data. Hasil dari penelitian menyatakan bahwa sebagian besar nasabah merasa sangat puas dengan pelayanan BCA, hampir keseluruhan nasabah sudah sangat menginginkan produk dari BCA serta dengan hambatan terbesarnya nasabah banyak terkendala proses pembukaan rekening dari Mobile Banking, dikarenakan jaringan tidak stabil, kurang pengetahuan akan teknologi dan koneksi internet selalu terputus / Online Banking is a banking transaction service carried out by customers either through their homes or at the place where the customer is located. This study aims to determine customer perceptions regarding the quality of account opening services through Mobile Banking BCA (M-BCA). The theory used for research is the Service Quality Theory and Perception Theory. This research method is qualitative descriptive with interviews, documentation and observation which will become techniques in data collection. The results of the study stated that most customers were very satisfied with BCA services, almost all customers really wanted products from BCA and the biggest obstacle was that many customers were constrained in the process of opening an account from Mobile Banking, due to an unstable network, lack of knowledge of technology and connections. the internet always disconnects.

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