The influence of e-service quality on customer satisfaction of digital customer service machine users at PT Bank Central Asia, Tbk KCP A. Rivai
Keywords:
Contact, Customer Satisfaction, E-service Quality, Efficiency, Fulfillment, Responsiveness, System Availability, PrivacyAbstract
This study was conducted to determine the influence of e-service quality dimensions, namely efficiency, fulfilment, system availability, privacy, responsiveness, and contact, on customer satisfaction among users of digital customer service machines at PT Bank Central Asia, Tbk KCP A. Rivai. The population in this study consisted of all customers who used digital customer service machines at PT Bank Central Asia, Tbk KCP A Rivai, totaling 4,703. The sample used in this study consisted of 151 respondents using the Slovin formula. The results of the multiple linear regression analysis showed that efficiency, fulfillment, system availability, privacy, responsiveness, and contact had a positive and significant effect on customer satisfaction. Efficiency is expected to increase the number of digital customer service machines in several branch offices and sub-branch offices, allowing them to have multiple digital customer service machines. Fulfillment is expected to review the items displayed on the customer transaction screen, including the fees incurred for each customer transaction. System availability is expected to increase the number of units, thereby improving the efficiency of service usage for customers. Privacy is expected to maintain the confidentiality of customer personal data and not share it without the customer's consent.
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