The Role of Mobile Banking Service Quality Towards Customer Satisfaction: A Case Study of CIMB Niaga Go Mobile

Ghani, Arief and Tobing, Rudy (2014) The Role of Mobile Banking Service Quality Towards Customer Satisfaction: A Case Study of CIMB Niaga Go Mobile. Bachelor thesis, Swiss German University.

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Mobile banking service has a vital role to Indonesian banking nowadays. It is all due to the technology growth and people are demanding more convenience and easy access to their bank account. Many mobile banking services in Indonesia tried to increase their service quality in order to keep their customer satisfied and keep on doing financial transaction using the mobile banking service. This thesis used SERVQUAL instrument to measure the correlation in each SERVQUAL dimension with customer satisfaction, and to measure the gap between customer expectation and actual perception of the CIMB Niaga Go Mobile m-banking service. The multiple regression analysis p-value results showed that all five SERVQUAL dimension Tangibility (0.016), Reliability (0.000), Responsiveness (0.040), Assurance (0.010) and Empathy (0.000) has a significant correlation with the customer satisfaction. However, Reliability (0.000) has the biggest correlation value among others. It means that it is important to keep the mobile banking service as reliable as possible to achieve and maintain customer satisfaction.

Item Type: Thesis (Bachelor)
Uncontrolled Keywords: SERVQUAL, Service Quality, Customer Satisfaction, Mobile Banking, CIMB Niaga Go Mobile
Subjects: H Social Sciences > HF Commerce > HF5001 Business
H Social Sciences > HF Commerce > HF5415 Consumer Behavior > HF5415.335 Consumer satisfaction
H Social Sciences > HG Finance > HG1708.7 Internet banking
T Technology > TK Electrical engineering. Electronics Nuclear engineering > TK5103 Mobile computing
Divisions: Faculty of Business Administration and Communication > Department of Business Administration
Depositing User: Faisal Ifzaldi
Date Deposited: 23 Jul 2021 13:32
Last Modified: 23 Jul 2021 13:32

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