The Impact of Service Quality in Digital Banking Wokee and Customer Experience on Customer Satisfaction: A Study of Bank Bukopin Batam
Keywords:
Service Quality, Customer Experience, Customer Satisfaction
Abstract
Wokee is a fintech application that was established in 2017. Nevertheless, company entities persistently pursue innovation and expansion by incorporating features and advantages that can be fully utilised by KB Bukopin customers. The public's need for convenient financial services and the gradual shift of transactions to the digital domain have given rise to several financial enterprises that are actively expanding their digital operations. This study investigates the operations and activities of PT Bank Bukopin KCU Nagoya Branch. The research utilised a national sample of approximately 100 respondents, obtained through the WOKE survey. The researchers utilised data processing software tools, specifically SPSS Version 25. The research findings demonstrated a direct and substantial impact of service quality on consumer satisfaction. The customer experience has a substantial impact on consumer satisfaction. The quality of service and customer experience have a simultaneous impact on customer satisfaction at Bank Bukopin KCU Nagoya Batam branch.
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References
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Al-Sheikh, E., & Abul Hasanat, M. H. (2018). Social Media Mining for Assessing Brand Popularity. International Journal of Data Warehousing and Mining, 14, 40–59.
https://doi.org/10.4018/IJDWM.2018010103
Andayani, N., & Anggraini, T. (2023). Pengaruh Customer Experience dan Complaint Handling Terhadap Customer Satisfaction Pada Nasabah Yang Melakukan Transaksi di PT. Bank Sumut KCP Syariah HM Joni Medan. Jurnal Ilmiah Ekonomi Islam, 9(1), 780-787.
Anam, M. S., Nadila, D. L., Anindita, T. A., & Rosia, R. (2021). Pengaruh Kualitas Produk, Harga dan Brand Image terhadap Keputusan Pembelian Produk Hand and Body Lotion Merek Citra (Studi Kasus pada Mahasiswa IAIN Salatiga). Jurnal Ekonomi & Ekonomi Syariah, Vol 4(No 1), pp. 120-136.
Asiyanbi, H. B., & Ishola, A. A. (2018). E-banking services impact and Customer Satisfaction in selected bank branches in Ibadan metropolis, Oyo state, Nigeria. Accounting, April, 153–160.
https://doi.org/10.5267/j.ac.2018.3.001
Choudrie, J., Junior, C. O., McKenna, B., & Richter, S. (2018). Understanding and conceptualising the adoption, use and diffusion of mobile banking in older adults: A research agenda and conceptual framework. Journal of Business Research, 88(November), 449–465.
https://doi.org/10.1016/j.jbusres.2017.11.029
Dharani Priya, R. N. K. A. (2019). Research & Development. International Journal of Research and Development, 4(2), 2–6.
Gentile, C., Spiller, N., & Noci, G. (2007). How to Sustain the Customer Experience:: An Overview of Experience Components that Co-create Value With the Customer. European Management Journal, 25, 395–410. https://doi.org/10.1016/j.emj.2007.08.005
Ghozali, I. (2016). Aplikasi Analisis Multivariate SPSS 23.
Greziask, M. (2015). E-BRANDING vs. TRADITIONAL BRANDING. Modern Management Review, January 2015.
https://doi.org/10.7862/rz.2015.mmr.56
Gusti Ayu Putu Ratih Kusuma Dewi, Yasa, N. N. K., & Putu Gde Sukaatmadja. (2014). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Nasabah Pt Bpr Hoki Di Kabupaten Tabanan. Fakultas Ekonomi Dan Bisnis Universitas Udayana (Unud), Bali, Indonesia Email: [email protected], 4(1), 257–275. https://ojs.unud.ac.id/index.php/EEB/article/view/8039
Khaliq, R. (2019). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Mandiri di Banjarmasin Kalimantan Selatan. Relevance: Journal of Management and Business, 2(1).
Kotler, P., & Keller, K. L. (2017). Manajemen Pemasaran (12 Jilid 1). PT. Indeks.
Lemke, F., Wilson, P. H., & Clark, P. M. (2006). What Makes a Great Customer Experience? The Henley Centre of Customer Management, 2011.
Lie, D., Sudirman, A., Efendi, E., & Butarbutar, M. (2019). Analysis of mediation effect of consumer satisfaction on the effect of Service Quality, price and consumer trust on consumer loyalty. International Journal of Scientific and Technology Research, 8(8), 421–428.
Mekonnen, T. H. (2022). Effects of electronic banking Service Quality on Customer Satisfaction. International Journal of Health Sciences, 6(March), 9578–9594. https://doi.org/10.53730/ijhs.v6ns1.7225
Moenier. (2015). Manajemen Pelayanan Umum di Indonesia. PT Bumi Aksara.
Özkan, P., Süer, S., Keser, İ. K., & Kocakoç, İ. D. (2020). The effect of Service Quality and Customer Satisfaction on customer loyalty: The mediation of perceived value of services, corporate image, and corporate reputation. International Journal of Bank Marketing, 38(2), 384–405.
https://doi.org/10.1108/IJBM-03-2019-0096
Pakurár, M., Haddad, H., Nagy, J., Popp, J., & Oláh, J. (2019). The Service Quality dimensions that affect Customer Satisfaction in the Jordanian banking sector. Sustainability (Switzerland), 11(4), 1–24.
https://doi.org/10.3390/su11041113
Perera N ; Arupala D. (2017). The Impact of Corporate Governance on Financial Performance of Banks Evidence from Pakistan. International Conference for Accounting Researchers and Educators, 17(3), 2319–7668.
www.iosrjournals.org
R, G., & Bf, M. (2018). the Impact of Mobile banking on Customer Satisfaction: Commercial Banks of Namibia (Keetmanshoop). Journal of Internet Banking and Commerce, 23(2), 1–18.
http://www.icommercecentral.com/peer-reviewed/the-impact-of-mobile-banking-on-customer-satisfaction-commercial-banks-of-namibia-keetmanshoop87001.html%0Afile:///C:/Users/Hi/Zotero/storage/JPUHVGML/the-impact-of-mobile-banking-on-customer-satisfaction-com
Sanjeev. (2023). Indonesia Cybersecurity Market Analysis. Ken Research. https://www.kenresearch.com/blog/2023/02/indonesia-cyber-security-market/
Senjaya, Vivie; Samuel, H. D. D. (2013). Pengaruh Customer Experience Quality Terhadap Customer Satisfaction & Customer Loyalty di Kafe Excelso Tunjungan Plaza Surabaya: Perspektif B2C. Jurnal Manajemen Pemasaran Petra, 1(1), 1–15.
Sheng, T., & Liu, C. (2010). An empirical study on the effect of e-Service Quality on online Customer Satisfaction and loyalty. Nankai Business Review International, 1(3), 273–283. https://doi.org/10.1108/20408741011069205
Singh, S. (2019). Measuring E-Service Quality and Customer Satisfaction with Internet Banking in India. Theoretical Economics Letters, 09(02), 308–326. https://doi.org/10.4236/tel.2019.92023
Sugiyono. (2017). Metode Penelitian Kuantitatif, Kualitatif dan R&D. PT. Alfabet.
Syahputra, A. B., & Susianto, S. (2020). Analisis Pengaruh Kualitas Pelayanan Dan Kinerja Customer Service Terhadap Kepuasan Nasabah (Studi Kasus Nasabah Bank Sumut Syariah Kcpsy Marelan Raya). Jurnal Mahasiswa Fakultas Ekonomi dan Bisnis, 1(1), 477-486.
Tadesse, B., & Bakala, F. (2021). Effects of automated teller machine service on client satisfaction in Commercial Bank of Ethiopia. Heliyon, 7(3), e06405. https://doi.org/10.1016/j.heliyon.2021.e06405
Tan, L. H., & Chew, M. M. (2014). Relationship between Service Quality and Customer Satisfaction: A study of Malaysian banking industry. International Journal of Productivity and Quality Management, 19(1), 38–50. https://doi.org/10.1504/IJPQM.2016.078008
Wibowo, A., Chen, S. C., Wiangin, U., Ma, Y., & Ruangkanjanases, A. (2021). Customer behavior as an outcome of social media marketing: The role of social media marketing activity and Customer Experience. Sustainability (Switzerland), 13(1), 1–18. https://doi.org/10.3390/su13010189
Widyaningrum, R., Masjaya, M., & Noor, M. (2021). PENGARUH KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH (CUSTOMER EXPERIENCE) DI BANK BUMN KANTOR CABANG MIKRO AREA SAMARINDA. Jurnal Paradigma (JP), 9(2), 99-108.
Wijaya, H., Beik, I. S., & Sartono, B. (2017). Pengaruh Kualitas Layanan Perbankan Terhadap Kepuasan dan Loyalitas Nasabah Bank Syariah XYZ di Jakarta. Jurnal Aplikasi Bisnis Dan Manajemen, 3(3), 417–426. https://doi.org/10.17358/jabm.3.3.417
Yamaguchi, S., & Yoshida, M. (2022). Effect of Consumer Experience Quality on Participant Engagement in Japanese Running Events. 278–291.
Zouari, G., & Abdelhedi, M. (2021). Customer Satisfaction in the digital era: evidence from Islamic banking. Journal of Innovation and Entrepreneurship, 10(1). https://doi.org/10.1186/s13731-021-00151-x
Published
2024-03-26
How to Cite
Syahfitri, D., & Oktarici, E. (2024). The Impact of Service Quality in Digital Banking Wokee and Customer Experience on Customer Satisfaction: A Study of Bank Bukopin Batam. Journal of Applied Business Administration, 8(1), 62-71. https://doi.org/10.30871/jaba.v8i1.7042
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Articles
Copyright (c) 2024 Delviranti Syahfitri, Eddo Nanda Oktarici
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