PENGARUH E-FINANCIAL, KUALITAS WEBSITE DAN E-SERVICE QUALITY TERHADAP KEPUASAN TRANSAKSI NASABAH DENGAN TRANSAKSI ONLINE SEBAGAI VARIABEL INTERVENING PADA BANCO NACIONAL DE COMERCIO DE TIMOR-LESTE

Soares, Jaime (2024) PENGARUH E-FINANCIAL, KUALITAS WEBSITE DAN E-SERVICE QUALITY TERHADAP KEPUASAN TRANSAKSI NASABAH DENGAN TRANSAKSI ONLINE SEBAGAI VARIABEL INTERVENING PADA BANCO NACIONAL DE COMERCIO DE TIMOR-LESTE. Masters thesis, UNIVERSITAS 17 AGUSTUS 1945 SURABAYA.

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Abstract

This study aims to look at the development of online transactions for BNCTL (Banco Nacional de Comercio de Timor-Leste) customers because there are still many BNCTL customers who have not made online transactions in their daily lives which are triggered by the absence of further information regarding the use of mobile banking and internet banking, thus having a negative impact on increasing economic value in Timor-Leste and being unable to compete quickly with other countries that have implemented online transactions in their daily activities. The research method used is the explanatory research method. The research method was carried out to obtain a description, a systematic, factual and accurate description of the facts, characteristics and relationships between the variables studied. Analysis of the research data using the Structural Equation Model-SEM Lisrel procedure. The population of this study were customers of the Dili-TimorLeste Branch of Bank BNCTL (Banco Nacional de Comercio de Timor-Leste) with a total of 25,352 customers. The unit of analysis in this study is the customer at the BNCTL bank. The results of the study show that E-Financial, website quality and E-Service Quality have a significant positive influence on online transactions. This shows that the better the E-Financial, website quality and E-Service Quality, the online transactions will show a significant increase. Then E-Financial has no effect on customer transaction satisfaction, this is because there are still many BNCTL customers who have not made online transactions so it has no effect on customer transaction satisfaction. However, website quality, E-Service Quality and online transactions have a significant influence in a positive direction on customer transaction satisfaction. This shows that the better the quality of the website, EService Quality and online transactions, the customer transaction satisfaction will show an increase.

Item Type: Thesis (Masters)
Uncontrolled Keywords: E-Financial, Website Quality, E-Service Quality, Online Transactions, Customer Transaction Satisfaction
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HC Economic History and Conditions
Divisions: Fakultas Ekonomi dan Bisnis > Doktor Ilmu Ekonomi
Depositing User: Unnamed user with email zainulfarid@icloud.com
Date Deposited: 11 Sep 2024 09:14
Last Modified: 11 Sep 2024 09:14
URI: http://repository.untag-sby.ac.id/id/eprint/35392

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