Mobile Service Quality, Perceived Usefulness, and Perceived Ease of Use to Improve Customer Satisfaction (Study on BCA Mobile Application Users)

Authors

  • Jelsi Ratu Berlianne*, Juniar Sismonieka Koswara, Restianna Handayani, Fauzan Achmad Fachrizal, Riski Taufik Hidayah

Abstract

This research intent to determine how much influence the quality of mobile service, perceived
usefulness and perceived ease of use on customer satisfaction of users of the M-banking BCA
Mobile application. The research method used is descriptive methods and verification method
with a population of all BCA Mobile application users represented by 100 respondents. The
analytical methods used are the Spearman Rank correlation, the coefficient of determination,
and the T test with data analysis at the 5% significant level. The program used in analyzing the
data is IBM SPSS Statistics ver. 25.0. The result showed that mobile service quality, perceived
usefulness, and perceived ease of use had a positive effect on customer satisfaction.

Published

2020-10-17

Issue

Section

Articles