The Effect of E-Service Quality on Customer Satisfaction of the Welma Application at PT Bank Central Asia, TBK

Authors

  • Hendy Setiady Unversitas sriwijaya, Indonesia
  • Marlina Widiyanti Unversitas sriwijaya, Indonesia
  • Ahmad Maulana Unversitas sriwijaya, Indonesia
  • Aslamia Rosa Unversitas sriwijaya, Indonesia

DOI:

https://doi.org/10.59141/jist.v5i9.1738

Keywords:

E-service quality, customer satisfaction, welma

Abstract

This study aims to examine the influence of electronic service quality (e-service quality) on customer satisfaction with the Welma application at PT Bank Central Asia, Tbk. The method used is a survey using a questionnaire distributed to customers of the Welma application. The data analysis technique used is multiple linear regression analysis. The sample of this study is 400 respondents of Welma application customers who were selected by convenience sampling. The results of the study show that there is a positive and significant influence of electronic service quality on customer satisfaction with the Welma application. The implication of the results of this study is the importance of PT Bank Central Asia, Tbk to continue to improve the quality of electronic services to increase customer satisfaction of the Welma application so that it can retain and attract more customers.

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Published

2024-09-20

How to Cite

Setiady, H., Widiyanti, M. ., Maulana, A. ., & Rosa, A. . (2024). The Effect of E-Service Quality on Customer Satisfaction of the Welma Application at PT Bank Central Asia, TBK. Jurnal Indonesia Sosial Teknologi, 5(9), 3299–3305. https://doi.org/10.59141/jist.v5i9.1738

Issue

Vol. 5 No. 9 (2024): Jurnal Indonesia Sosial Teknologi

Section

Articles

License

Copyright (c) 2024 Hendy Setiady, Marlina Widiyanti, Ahmad Maulana, Aslamia Rosa

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