scholarly journals Monitoring the Quality of Services in Electronic Banking

2016 ◽  
Vol 5 (3) ◽  
pp. 99-119 ◽  
Author(s):  
Radislav Jovovic ◽  
Elvis Lekic ◽  
Miroslav Jovovic
Keyword(s):  
Theoretical Model ◽  
Quantitative Research ◽  
Theoretical Models ◽  
Quality Of Services ◽  
Electronic Banking ◽  
Significant Information ◽  
Time Activity ◽  
Banking Services ◽  
Quantitative Research Methods

Abstract Successful development of electronic banking is in direct correlation with the quality of services in electronic banking. Therefore, it is necessary that the banks are familiar with the attributes of electronic services on which clients assess the bank’s quality and client’s satisfaction with them, in order to be able to monitor, correct and improve the performance of electronic banking. We start from the hypothesis that there are already developed theoretical models for measuring the quality of e-banking services but they must be adjusted to the specific environment that is analysed in order to obtain reliable and quality information. The qualitative and quantitative research methods are applied in this paper in order to a get adjusted theoretical model (instrument) for measuring the quality of electronic banking services. As a result of the conducted analysis, the initial theoretical model has been modified, so that the final version of the model (instrument) for measuring quality of online banking allows obtaining reliable data, and information in the particular environment. And the results are: significant information about the quality of e-banking, modified theoretical model, information about the dimensions of quality of e-banking, customer satisfaction, and pathways and guidelines for the improvement of e-banking. The measuring of quality of electronic banking services in not one time activity but repeated one, as permanent monitoring strategy. This research is widely applicable even though it was conducted in the context of Montenegrin e-banking, since most of the banks in Montenegro are owned by well-known European banks, and it is expected that the obtained knowledge and information can be generalized.

scholarly journals The Effect of Service Quality in the Formation of Brand Image: Fitness Center in Bekasi, West Java, Indonesia

2020 ◽  
Vol 7 (11) ◽  
pp. 119
Author(s):  
Alfia Pantjoro
Keyword(s):  
Service Quality ◽  
Quantitative Research ◽  
Service Industry ◽  
Brand Image ◽  
Services Quality ◽  
Image Formation ◽  
Quality Of Services ◽  
Quantitative Research Methods ◽  
Fitness Center

For companies that are engaged in the service industry, quality of service is one of important factor in establishing a positive brand image. The purpose of this study is to know (1) whether or not the effect of services quality on brand image formation of Gold's Gym Bekasi, (2) direction and magnitude of services quality on brand image formation of Gold's Gym Bekasi. The theory used in this research is the theory of services quality and brand image formation theory. This study uses quantitative research methods and involves as many as 96 respondents who have become members and have exercised in Gold's Gym Grand Metropolitan Mall Bekasi. The results found that there is an influence of 76% between services quality and brand image formation of the fitness center. This study shows the direction of positive influence, where if the quality of services is improved then the brand image formation of the fitness center will also increase by 0.571. The results of this study states that the service quality of services affects the brand image formation of the Gold's Gym Bekasi.

scholarly journals The Effect of Service Quality and Marketing Programs on Third Party Funds

2019 ◽  
Vol 1 (1) ◽  
pp. 8-12
Author(s):  
Putri Rahmawati Septya ◽  
Pramudya A Taufik ◽  
Zacky Yusuf
Keyword(s):  
Service Quality ◽  
Research Methods ◽  
Quantitative Research ◽  
Third Party ◽  
Quality Of Services ◽  
Bank Branch ◽  
Quantitative Research Methods

Competition between banks is currently very tight. To win the competition the bank must pay attention to the needs and desires of its customers. The quality of services and marketing programs is thought to play an important role in the growth of Third Party Funds. This study aims to examine the Effect of Service Quality and Marketing Programs on Third Party Funds at DKI Bank Sunter Branch. This research uses quantitative research methods by distributing questionnaires. The population of this research is all new customers in 2018 at DKI Bank  Branch Sunter, which numbered 1000 customers, with a sample of 150 respondents. The results showed that partially and simultaneously the quality of services and marketing programs had a significant effect on Third Party Funds

Protection of Customers for Management of Digital Banking Services (Study at PT. BRI Unit Boyolali)

2020 ◽  
Vol 3 (2) ◽  
pp. 170
Author(s):  
Herdian Ayu Andreana Beru Tarigan ◽  
Darminto Hartono Paulus
Keyword(s):  
Information Technology ◽  
Financial Services ◽  
Banking Industry ◽  
Service Innovation ◽  
Quality Of Services ◽  
Legal Research ◽  
Banking Services ◽  
Services Sector ◽  
Financial Services Sector

<p>Increasing competition in the Indonesian banking industry has encouraged many banks to improve the quality of services to customers by utilizing information technology developments. Service innovation in the use of information technology encourages banks to enter the era of digital banking services. However, the development of digital banking services also increases the risks faced by banks. The purpose of this study is to provide an overview of the implementation of digital banking services and customer protection for risks from digital banking services. The method used in this study is an empirical legal research method. The results of this study indicate that the implementation of digital banking services is regulated by OJK Regulation No.12/POJK.03/2018. The existence of this OJK Regulation is expected by banks as providers of digital banking services to always prioritize risk management in the use of information technology. In addition, this study also shows the existence of 2 types of customer protection for the use of digital banking services, namely preventive protection in the form of legislation related to customer protection in the financial services sector and repressive protection in the form of bank accountability for complaints from customers using digital banking services.</p>

scholarly journals The Impact of Brand Equity on Conversion Behavior in the Use of Personal Banking Services: Case Study of Commercial Banks in Vietnam

2021 ◽  
Vol 14 (8) ◽  
pp. 346
Author(s):  
Thi Thu Cuc Nguyen
Keyword(s):  
Brand Equity ◽  
Commercial Banks ◽  
Structural Equation ◽  
Quantitative Research ◽  
Negative Impact ◽  
Banking Services ◽  
Quantitative Research Methods ◽  
Two Factors ◽  
Customer Services ◽  
The Impact

The brand equity of banks plays a crucial role in determining customer behavior of using their services. The study aims to examine the impact of brand equity on conversion behavior in the use of personal banking services at commercial banks in Vietnam. The paper uses quantitative research methods, through linear SEM (Structural Equation Modelling) analysis, with survey data including 554 samples of individual customers of commercial banks. The study’s findings show that the bank’s brand equity has a negative impact on the behavior of individual customers. In the relationship between these two factors, competitive advertising effectiveness and loyalty of customers act as intermediary factors. On that basis, the study makes a number of recommendations to preclude customers leaving and minimize business losses caused by the conversion of customers’ banks. The findings of this study have shown the importance and impact of brand equity on conversion behavior in the use of personal customer services. These are meaningful contributions both theoretically and practically to help banks get a deeper insight into brand equity and the need to pay attention to building and developing sustainable brand equity for the bank, as well as an important basis for further research.

scholarly journals PENGARUH KOMPETENSI DAN MOTIVASI TERHADAP KUALITAS PELAYANAN PERIZINAN PADA DINAS PENANAMAN MODAL DAN PELAYANAN TERPADU SATU PINTU KOTA PALEMBANG

2020 ◽  
Vol 3 (1) ◽  
pp. 17-22
Author(s):  
Yofitri Heny Wahyuli
Keyword(s):  
Quantitative Research ◽  
Employee Motivation ◽  
Quality Of Services ◽  
Research Approach ◽  
Service Agency ◽  
Section Data ◽  
Analysis Technique ◽  
Employee Competencies ◽  
Positive Effect

The purpose of this study was to analyze the effect of employee competencies and employee motivation simultaneously or partially on the quality of services at the Investment and Integrated One Top Service Agency of Palembang city. This study uses a quantitative research approach with census strategies. The study population was 25 civil servants. The data used is cross section data collected using a questionnaire. The data analysis technique used is multiple linear regression with F test and t test. The results showed that employee competency and employee motivation simultaneously had a positive effect on the quality of services; employee competence partially has a positive effect on the quality of services; and employee motivation simultaneously has a positive effect on the quality of services Palembang city.

scholarly journals PENGARUH NILAI PELANGGAN KUALITAS PELAYANAN TERHADAP KEPUTUSAN PEMILIHAN PENDIDIKAN KAMPUS BERBASIS VOKASI

2020 ◽  
Vol 9 (2) ◽  
pp. 88
Author(s):  
Minggu Minggu ◽  
May Vitha Rahmadhani ◽  
Siswandi Siswandi
Keyword(s):  
Significant Influence ◽  
Customer Value ◽  
Quantitative Research ◽  
Educational Services ◽  
Quality Of Education ◽  
College Selection ◽  
Quantitative Research Methods ◽  
Education Services ◽  
Selection Decision

<p>This research was conducted to determine how much the influence Customer Value to the College Selection Decision of Student  in Polytechnic LP3I Jakarta Kampus Blok M, to determine how much the influence Quality 0f Education Services to the  College Selection Decision of Student in Politectic LP3I Jakarta Kampus Blok M, and determine how much the influence Customer Value and Quality of Education services simultaneously to the College Selection Decision of Student  in Polytechnic LP3I Jakarta Kampus Blok M. This research was conducted on 75 students out of a population of 300 students using slovin method and quantitative research methods using regression analysis, to prove that the variable customer value has a positive and significant influence towards college selection decisions; and the variable quality of educational services has a positive and significant influence towards college selection decision. The research proved that the customer value has a positif influence 0,823 to the college selection decision,the quality of educational services has a positif influence 0,756 to the college selection decision,customer value and quality of education services simultaneosly has a significant influence 0,854. The Results of this research prove that hypotests Ha accepted and proven linear.</p><p><strong>Keywords: </strong>College Selection Decision, Customer Value, Service Quality</p>

scholarly journals Identification of Key Determinants of Satisfaction of Users of Electronic Banking Services

2016 ◽  
Vol 54 (2) ◽  
pp. 301-321 ◽  
Author(s):  
Dragana Gašević ◽  
Marija Vranješ ◽  
Dragana Drinić
Keyword(s):  
Perceived Risk ◽  
Joint Effect ◽  
Ease Of Use ◽  
Three Dimensions ◽  
Survey Method ◽  
Electronic Banking ◽  
Banking Services ◽  
Business Goals ◽  
Website Content

Abstract Under the conditions of increased competition, imperatives for banking institutions are focusing on the provision of better quality services, meeting the needs of clients and adjusting to their specific demands, as these are the conditions for achieving satisfaction. Satisfaction has a consequent effect on the realisation of communication, but also economic business goals of market players. In accordance with these facts, the significance of measuring the quality of services needs to be pointed out. In recent years, the tendency of increase in the number of bank clients who use electronic banking services has been perceived in the Republic of Serbia. Advantages of this modern service are numerous, and the ones that stand out among them are saving time, more favourable price, comfortable and fast transaction execution. The purpose of this paper is to examine the satisfaction of clients in relation to electronic banking services, i.e. to come to a conclusion which elements of service quality have an impact on satisfaction, as well as to assess the intensity of such impact. In order to obtain the necessary information, we have used the measures of descriptive statistical analysis, reliability analysis, correlation and regression analysis. The data have been collected using the survey method and the questionnaire distributed to respondents for the purpose of specific research has been created on the basis of previous research in the quality of service field. The results have shown that three dimensions of modified SERVQUAL model (security, ease of use and responsibility) have a statistically significant impact on satisfaction, while other factors (reliability, empathy and website content) have, in their joint effect, indicated a non-significant impact on satisfaction. The contribution of this paper is reflected in the fact that the identification of factors (reliability, empathy, website content) that have not achieved a significant impact in their joint effect on the satisfaction of clients with electronic banking can be a signal for the management of financial institutions to take action in order to reduce the perceived risk, maintain trust, provide training and development of employees, modernize website appearance.

scholarly journals The perception of quality of banking services in the northern part of the Autonomous Province of Kosovo and Metohija

2020 ◽  
pp. 373-389
Author(s):  
Isidora Ljumovic ◽  
Krsto Jaksic
Keyword(s):  
Factor Analysis ◽  
Financial Resources ◽  
Quality Of Services ◽  
Banking Services ◽  
Five Dimensions ◽  
Service Companies ◽  
Basic Model ◽  
Perception Of Quality ◽  
Autonomous Province

The research on the perception of the quality of services is of crucial importance for the growth and development of service companies. However, the problem arises in the analysis and measurement of the level of quality of services, bearing in mind their intangibility, simultaneous production and consumption and homogeneity. This paper examines the perception of service quality of banks in northern Kosovo and Metohija, in respect to the specificities of the region. The survey was conducted using a questionnaire based on original SERVQUAL model that contains 22 questions grouped in five dimensions. To identify additional indicators of quality perception, we have expanded the basic model and added additional questions related to the price and the availability of financial resources. The average result on the perception of the quality of banking services was between 3.72 and 5.61, similar to results obtained in the region, using same methodology. The results show that the lowest assessed dimensions are empathy, availability and price of banking services, while tangibles are the ones customers are satisfied the most. To confirm that the added questions relate to the defined quality dimensions and to identify the factors that are most suitable in explaining the level of satisfaction with banking services, we have conducted factor analysis. Factor analysis results reduced the number of dimensions to six but showed that added questions were grouped around the dimensions that were added - prices and availability of financial resources.

scholarly journals EVALUASI KUALITAS SKRIPSI DI JURUSAN PAI FITK IAIN SURAKARTA

INFERENSI ◽  
2015 ◽  
Vol 9 (2) ◽  
pp. 417
Author(s):  
Purwanto Purwanto
Keyword(s):  
Qualitative Research ◽  
Research Methods ◽  
Quality Index ◽  
Quantitative Research ◽  
Research Work ◽  
Qualitative Research Methods ◽  
Quantitative Research Methods ◽  
Quantitative And Qualitative Research ◽  
Student Thesis

This study aimed to start an effort to evaluate the quality of thesis institutionally. The purpose of this study is to determine the quality of the thesis and determine the achievement of the quality of the thesis as a research work. This study is a descriptive evaluation. The study was conducted at the Department of PAI FITK IAIN Surakarta. The results showed several things. First, the majority of PAI student thesis in 2012 used qualitative research methods. Second, the quality of PAI student thesis in 2012 were generally good, on the thesis that uses quantitative and qualitative research methods. Third, the thesis uses quantitative research methods have a higher quality index than the thesis that uses qualitative research methods. Fourth, for the thesis used quantitative research methods showing the low quality of the elements present in the background of the problem and framework of thinking. Fifth, for the thesis used qualitative research methods showing the low quality of the elements contained in the title of the study andbackground of the problem

scholarly journals Pengaruh Kompetensi Auditor, Kompleksitas Tugas, Skeptisme Professional terhadap Kualitas Audit dengan Due Professional Care sebagai Variabel Moderating pada Kantor Akuntan Publik di Medan

2021 ◽  
Vol 6 (1) ◽  
pp. 47-57
Author(s):  
Sophia Tanady ◽  
Jessy Meilavia ◽  
Wilsa Road Betterment Sitepu
Keyword(s):  
Research Method ◽  
Quantitative Research ◽  
Population Data ◽  
Government Agencies ◽  
Questionnaire Data ◽  
Quantitative Research Methods ◽  
Professional Care ◽  
Decision Complexity ◽  
Modern Era

In this modern era, the services of an auditor are very much needed by government agencies and private agencies because the results of the decisions made by auditors can reflect the transparency of an organization. An auditor must have an attitude of competence and good skepticism so that when assessing an organization, no mistakes occur. The attitude of complexity is also an attitude that must be possessed by an auditor where an auditor must be able to know what difficulties or obstacles will be faced in determining the outcome of the decision. Complexity also requires auditors to think about whether the task being carried out can be completed properly or not. The characteristics that exist in the auditor may reflect the quality of the audit produced by the auditor. The research method used is quantitative research methods with all members of public accountants used as population data and the use of the Likert scale as a reference in collecting questionnaire data. From the results of research that has been conducted in Medan, it can be concluded that.

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