ANALISIS PENERAPAN E- SERVICE QUALITY DAN KEPUASAN NASABAH PENGGUNA BJB DIGI

Abstract

Bank BJB is one of the largest regional development banks in Indonesia, it hasBank BJB is a prominent regional development bank in Indonesia that offers BJB Digi as a digital transaction tool. However, according to complaints on the Playstore, BJB Digi users have reported that some features are not functioning as intended and that the services provided by BJB Digi in responding to customer complaints do not meet customer expectations. This research aims to analyze the implementation of e-service quality and customer satisfaction in the BJB Digi application. This research uses quantitative descriptive methods, and nonprobability sampling with purposive sampling as the sampling method. The population in this research is customers of BJB Digi, and the data collection technique uses a questionnaire. The results obtained from e-service quality at BJB Digi show an average value of 64.33%, indicating that the figure falls in the good category. The customer satisfaction calculation results show an average value of 64.06%, indicating that customers are satisfied with the existence of BJB Digi.