The Influence of Product Digital Service Quality “ Laku Pandai” on Customer Satisfaction at Bank Bjb Kcp Cicadas Bandung

Authors

  • Kasino Martowinangun Politeknik Piksi Ganesha, Indonesia
  • Gita Dwi Lestari Politeknik Piksi Ganesha, Indonesia

DOI:

https://doi.org/10.38035/gijea.v1i2.75

Keywords:

Laku Pandai, Digital Service Products, Service Product and Satisfaction

Abstract

This study aims to determine the effect of the quality of digital service product “Laku Pandai” on costumer satifaction at Bank BJB KCP Cicadas Bandung. The research method uses descriptive quantitative methods with data collection through field studies and distributing questionnaires. In this study the respondents were customers of Bank BJB by taking a sample of 37 customers. The test was carried out with the Statistical Program for Social Science (SPSS), with the Spearman correlation test and the Spearman validity test, and the results showed the Spearman correlation coefficient value of 0.846 which stated that the influence of the "Laku Pandai" digital service product on the customer satisfaction at Bank BJB KCP Cicadas Bandung is categorized as very strong, the coefficient value is in the range of 0.76-0.99. In reality, the "Laku Pandai" digital service product is still experiencing several problems, including: lack of understanding of product knowledge, lack of promotion and education to customers, therefore the authors suggest to carry out product socialization, actively promote and educate, and improve services to customers.

References

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Susilawaty, L. &. (2020). The Effect of Digital Banking Services on Banking Customer Satisfaction. Maranatha Management, (Page:179-190.) Bandung

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Published

2023-08-30

How to Cite

Martowinangun, K. ., & Dwi Lestari, G. . (2023). The Influence of Product Digital Service Quality “ Laku Pandai” on Customer Satisfaction at Bank Bjb Kcp Cicadas Bandung. Greenation International Journal of Economics and Accounting (GIJEA), 1(2), 255–264. https://doi.org/10.38035/gijea.v1i2.75

Issue

Vol. 1 No. 2 (2023): (GIJEA) Greenation International Journal of Economics and Accounting (June 2023)

Section

Articles

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