Path: Top > Tugas Akhir - D3 > Jurusan Administrasi Niaga > Program Studi Manajemen Pemasaran > 2013

FAKTOR-FAKTOR YANG MENENTUKAN MINAT PENGGUNAAN ULANG LAYANAN BANK CHANNELLING DI KANTOR POS BANDUNG

THE DETERMINING FACTORS OF INTENTION TO REUSE BANK CHANNELLING SERVICE AT BANDUNG POST OFFICE

Tugas Akhir, 014 / 2013 / MPE
Undergraduate Theses from JBPTPPOLBAN / 2014-05-21 10:01:51
Oleh : Gita Larasati - 105231013 (gitapenting@gmail.com)
Dibuat : 2014-05-21, dengan 4 file

Keyword : Perceived Usefulness, Compatibility, Privacy, Security, Perceived Service Quality, Store Brand Image, dan Customer’s Reuse Intention
Subjek : Perceived Usefulness, Compatibility, Privacy, Security, Perceived Service Quality, Store Brand Image, and Customer’s Reuse Intention

Penelitian ini secara umum bertujuan untuk mengetahui dan menganalisis hubungan dan pengaruh antara faktor usefulness, compatibility, privacy, security, perceived service quality, dan store brand image terhadap minat konsumen menggunakan kembali layanan bank channelling, serta menganalisis adanya perbedaan minat antara pelanggan dan non-pelanggan pos untuk menggunakan kembali layanan bank channelling melalui kantor pos. Variabel yang diajukan yaitu usefulness (Yulihasri, dkk., 2011), compatibility (Solomon, 2004), privacy (Yulihasri, dkk., 2011), security (Yulihasri, dkk., 2011), perceived service quality (Schiffman&Kanuk, 2004), store brand image (Ranjbarian, dkk., 2011), customer’s intention (Irshad and Irshad, 2012), serta ditambah satu faktor yang berasal dari demografi yaitu status pelanggan. Hal ini yang membuat maksud penelitian menjadi deskriptif karena variabel nya telah digunakan oleh peneliti lain. Data yang dikumpulkan menggunakan metode survey dengan mengandalkan kuesioner. Kuesioner terdiri dari dua bagian, pertama untuk profil responden (enam item), kedua untuk pernyataan yang mengukur variabel-variabel (14 item). Kuesioner tersebut diukur menggunakan skala likert dan disebarkan kepada 202 responden, yang merupakan sampel dari penelitian, yaitu individu-individu yang pernah menggunakan layanan transaksi perbankan melalui kantor pos. Analisis data yang digunakan yaitu analisis deskriptif, meliputi deskriptif frekuensi (untuk mengetahui jumlah demografi) dan statistik deskriptif (mengetahui mean dari variabel yang dinilai oleh responden), dan metodelogi analisis data meliputi Korelasi Spearman dan Kendall (untuk mengetahui hubungan antara variabel), Regresi Logistik Statistik (untuk mengetahui adanya pengaruh antara variabel independen dan dependen), Kruskal Wallis (untuk mengetahui adanya perbedaan dua sampel independen terhadap variabel dependen). Hasil yang ditemukan adalah hanya privacy yang memiliki hubungan dengan minat konsumen menggunakan kembali layanan bank channelling di kantor pos. Dampaknya yaitu karena tidak ditemukan faktor-faktor yang berpengaruh terhadap minat, maka sebaik apapun faktor tersebut tidak akan membuat konsumen berminat menggunakan kembali layanan bank channelling di kantor pos. Kata Kunci: Perceived Usefulness, Compatibility, Privacy, Security, Perceived Service Quality, Store Brand Image, dan Customer’s Reuse Intention

Deskripsi Alternatif :

This research aim to analyze and get a better understanding of factor usefulness, compatibility, privacy, security, perceived service quality, and store brand image that have relationship and influence toward customer's intention on reusing bank channelling service and also analyze difference of intention on reusing bank channelling service between customer and non-customer of PT.Pos through Post Office. Researcher did this at PT.Pos Indonesia Area V Cabang Asia Afrika.

Variables are examined such as usefulness (Yulihasri,dkk.,2011), compatibility (Solomon,2004), privacy (Yulihasri,dkk.,2011), security (Yulihasri,dkk.,2011), perceived service quality (Schiffman&Kanuk,2004), store brand image (Ranjbarian,dkk.,2011), customer's intention (Irshad,dkk.,2012), and one factor from demographic, that is customer's status (customer or noncustomer). So, the aim study is descriptive because the variables was used by another researcher. This research used survey method for collect data by spread 202 questionnaires. The questionnaire is divide on two types, first for respondent profile (six items), and second’s statement that measures variables (14 items). Likert Scale was used to measured questionnaires. The sample of this research is individual that ever used bank channeling service through post office. Descriptive analysis is used to analyze data, such as descriptive frequency (to obtain the number of demographic) and descriptive statistic (to obtain about mean from variable that's scored by respondents), and data analysis method such as Spearman Correlation (to obtain about relationship inter-variables), Regression Logistic Statistic (to obtain about influence of independent variable to dependent variable), Kruskal Wallis (to obtain about difference of intention of two independent samples). The result shows that only privacy variable that has relationship with customer's intention on reusing bank channelling service through post office. So, the implication of the result is if the factors are improved, that does not influence customer's intention on reusing bank channelling at post office. Keywords: Perceived Usefulness, Compatibility, Privacy, Security, Perceived Service Quality, Store Brand Image, and Customer’s Reuse Intention

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PropertiNilai Properti
ID PublisherJBPTPPOLBAN
Organisasi
Nama KontakHelmi Purwanti
AlamatJl. Trsn. Gegerkalong Hilir Ds. Ciwaruga
KotaBandung
DaerahJawa Barat
NegaraIndonesia
Telepon022 201 3789 ext. 168, 169, 239
Fax022 201 3889
E-mail Administratorhelmi.purwanti@polban.ac.id
E-mail CKOhelmi.purwanti@polban.ac.id

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