DETAIL KOLEKSI

Pengaruh costumer control terhadap overall satisfaction melalui online dependency dan online encounter

5.0


Oleh : Johanes Jordan Christian P.

Info Katalog

Nomor Panggil : 2017_TA_MJ_022121001

Penerbit : FEB - Usakti

Kota Terbit : Jakarta

Tahun Terbit : 2017

Pembimbing 1 : Willy Arafah

Subyek : Online encounter satisfaction;Hospitality management

Kata Kunci : control, online dependency, overall satisfaction.


File Repositori
No. Nama File Ukuran (KB) Status
1. 2017_TA_MJ_022121001_Halaman-judul.pdf 772.4
2. 2017_TA_MJ_022121001_Bab-1.pdf 131.51
3. 2017_TA_MJ_022121001_Bab-2..pdf 307.98
4. 2017_TA_MJ_022121001_Bab-3..pdf 653.45
5. 2017_TA_MJ_022121001_Bab-4.pdf 495.02
6. 2017_TA_MJ_022121001_Bab-5..pdf 103.74
7. 2017_TA_MJ_022121001_Daftar-pustaka.docx.pdf 222.67
8. 2017_TA_MJ_022121001_Lampiran.pdf 3198.19

P Penelitian ini bertujuan untuk menguji dan menganalisis pengaruh dimensidimensi control terhadap overall satsifaction melalui online dependency dan online encounter satisfaction. Sampel yang digunakan dalam penelitian ini berjumlah 168 responden yang berasal dari nasabah m-banking Bank BCA dan dikumpulkan dengan metode purposive sampling. Pengujian dilakukan dengan metode SAM. Hasil dari penelitian ini adalah (1) control berpengaruh positif terhadap online dependency (2) control berpengaruh positif terhadap online encounter satisfaction, (3) online dependency berpengaruh positif terhadap overall satisfaction, (4) online encounter satisfaction berpengaruh positif terhadap overall satisfaction.Implikasi praktis menjelaskan bahwa control dapat digunakan dalammeningkatkan kepuasan konsumen dalam menggunakan mobile banking denganmeningkatkan fitur dalam menu dan serta tampilan mobile banking agar lebih mudah di gunakan nasabah.

T The objective of this study is to examine and analyze the effect of controltoward overall satisfaction through online dependency and online encountersatisfaction. The samples being used in this study is 168 respondents. The datacollection method from customer of BCA Bank and used by this study is purposivesampling. The testing is conducted by SAM method. The findings of this study are:(1) control has positive effect toward online dependency, (2) control has positiveeffect toward online encounter satisfaction, (3) online dependency has positive effect toward online encounter satisfaction , (4) online dependency has positive effect toward overall satisfaction, (5) online encounter satisfaction has positive effecttoward overall satisfaction.Practical implications explained that the control can be used in improving consumer satisfaction in using mobile banking by increasing feature in menu and display as well as mobile banking to be more easy to use client.

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