The influence of reliability, security, application design and customer service towards e-banking satisfaction and e-banking oyalty at DBS Bank

Chensiery, Veline (2023) The influence of reliability, security, application design and customer service towards e-banking satisfaction and e-banking oyalty at DBS Bank. Bachelor thesis, Universitas Pelita Harapan.

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Abstract

The objective of this research is to analyze reliability, security, application design, and customer service are having significant influence towards e-banking satisfaction and e-banking loyalty. Reliability, security, application design, and customer service have an important role in shaping e-banking satisfaction and e-banking loyalty are highly connected with company profitability. In this research, the writer used quantitative research design. The sampling technique used is snowball sampling. The sample size on this research is 125 customers. This research also passed the validity test, reliability test, normality test, multicollinearity test, heteroscedasticity test, linearity test, multiple linear regression test.. The result of hypothesis test, reliability variable is partially having significant influence towards e-banking satisfaction, security variable is partially having significant influence towards e-banking satisfaction, application design variable is partially having significant influence towards e-banking satisfaction, customer service variable is partially not significant influence towards e-banking satisfaction and e-banking satisfaction at DBS bank variable is partially not influence towards e-banking loyalty. Recommendations for DBS Bank include improve reliability, security, application design, and customer service in making e-banking satisfaction and e- banking loyalty. / Bank ini sebelumnya dikenal sebagai Development Bank of Singapore Limited, dari mana "DBS" berasal, sebelum nama singkatan yang sekarang diadopsi pada tanggal 21 Juli 2003 untuk mencerminkan perannya sebagai bank global. Tujuan dari penelitian ini adalah untuk menganalisis reliabilitas, keamanan, desain aplikasi, dan layanan pelanggan yang berpengaruh signifikan terhadap kepuasan e-banking dan loyalitas e-banking. Keandalan, keamanan, desain aplikasi, dan layanan pelanggan memiliki peran penting dalam membentuk kepuasan e-banking dan loyalitas e-banking sangat terkait dengan profitabilitas perusahaan. Dalam penelitian ini, penulis menggunakan desain penelitian kuantitatif. Teknik sampling yang digunakan adalah snowball sampling. Ukuran sampel pada penelitian ini adalah 125 pelanggan. Penelitian ini juga lolos uji validitas, uji reliabilitas, uji normalitas, uji multikolinearitas, uji heteroskedastisitas, uji linearitas, uji regresi linier berganda.. Hasil uji hipotesis, variabel reliabilitas sebagian berpengaruh signifikan terhadap kepuasan e-banking, variabel keamanan sebagian berpengaruh signifikan terhadap kepuasan e-banking, variabel desain aplikasi sebagian berpengaruh signifikan terhadap kepuasan e-banking, variabel pelayanan pelanggan sebagian tidak berpengaruh signifikan terhadap kepuasan e-banking dan kepuasan e-banking pada variabel bank DBS sebagian tidak berpengaruh terhadap loyalitas e-banking. Rekomendasi Bank DBS antara lain meningkatkan reliabilitas, keamanan, desain aplikasi, dan layanan pelanggan dalam mewujudkan kepuasan e-banking dan loyalitas e-banking.

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