Pengaruh Faktor-Faktor E-Service Quality Terhadap Kepuasan Nasabah Pengguna BCA Mobile Pada Generasi Milenial

This study aims to determine the effect of e-service quality factors on customer satisfaction of BCA Mobile users in the millennial generation. The population used in this study were all users of the BCA Mobile application. The sample is 130 respondents with the selected sample criteria are millennial generation respondents and have transacted using BCA Mobile in the last 1 month using purposive sampling technique. The analysis technique used is multiple linear regression analysis. The results of this study are e-service quality factors consisting of reliability and responsiveness, assurance and security, convenience, efficiency, easiness to operate have a positive and significant impact on customer satisfaction of BCA Mobile users in the millennial generation. This shows that the higher the e-service quality factor, the higher the customer satisfaction.

Keywords: E-service Quality, Customer Satisfaction