The Influence of E-Service Quality on BRImo User’s Customer Satisfaction in Kupang City

Yunita P. W. Udju Lomi (), Ronald P. C. Fanggidae, Yosefina K. I. D. D. Dhae and Christien C. Foenay
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Yunita P. W. Udju Lomi: Universitas Nusa Cendana, Management Study Program, Faculty of Economic and Business
Ronald P. C. Fanggidae: Universitas Nusa Cendana, Management Study Program, Faculty of Economic and Business
Yosefina K. I. D. D. Dhae: Universitas Nusa Cendana, Management Study Program, Faculty of Economic and Business
Christien C. Foenay: Universitas Nusa Cendana, Management Study Program, Faculty of Economic and Business

A chapter in Proceedings of the International Conference on Economic Management, Accounting and Tourism (ICEMAT 2023), 2024, pp 49-58 from Springer

Abstract: Abstract Improving service quality is one of the strategies used to provide satisfaction for customers. This research was conducted on BRI customers who use BRImo in Kupang City. This study aimed to evaluate the impact of the BRImo banking application on the quality of BRI’s e-services. This research uses an associative approach method, which aims to determine the relationship between two or more variables. E-service quality is the development of service quality used by banks as an evaluation technique to assess customer expectations and perceptions of customer satisfaction with an electronic service through four dimensions: efficiency, reliability, fulfillment, and privacy. The findings indicated that customer satisfaction is impacted by the electronic service quality provided by BRImo. Based on the coefficient of determination, it is found that the E-service Quality variable (efficiency, reliability, fulfillment, and privacy) is able to explain customer satisfaction by 90.3%, additionally, factors outside the purview of this study affect the remaining 9.7%.

Keywords: Electronic Service Quality (Effciency; Realiability; Fulfillment; and Privacy); Customer Satisfication (search for similar items in EconPapers)
Date: 2024
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DOI: 10.2991/978-94-6463-411-2_5

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