The Effect of Service Innovation and Self Service Technology on Customer Satisfaction PT Bank Negara Indonesia (Persero) Tbk Kc Medan

Mufida Sari

2022

Abstract

This study aims to identify and analyze service innovation and self service technology on e-satisfaction at PT Bank Negara Indonesia (Persero) Tbk during February to April 2022. Currently, the banking industry is competing to develop technology-based products and services. In order to compete, survive, and thrive, the banking industry must make new innovations to provide convenience to customers in meeting customer needs. Innovation in the banking industry can be done by adopting various self service technologies (SST). Service innovations such as service concept, customer interface, service development and delivery, and technological options are taken into consideration in measuring customer satisfaction. Self service technology such as functionality, enjoyment, security/privacy, design, convenience, customization, and assurance are also considered in measuring customer satisfaction. This research is a quantitative research with causal associative research. The population in this study are customers of PT Bank Negara Indonesia (Persero) Tbl who have used BNI mobile banking. The sampling technique used was random sampling so that there were 100 customers who were the samples in this study. The results showed that service innovation and self service technology had a positive and significant effect on e-satisfaction.

Paper Citation

in Harvard Style

Sari M. (2022). The Effect of Service Innovation and Self Service Technology on Customer Satisfaction PT Bank Negara Indonesia (Persero) Tbk Kc Medan. In Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP, ISBN 978-989-758-618-7, SciTePress, pages 383-390. DOI: 10.5220/0011823100003460

in Bibtex Style

@conference{icosop22,
author={Mufida Sari},
title={The Effect of Service Innovation and Self Service Technology on Customer Satisfaction PT Bank Negara Indonesia (Persero) Tbk Kc Medan},
booktitle={Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP,},
year={2022},
pages={383-390},
publisher={SciTePress},
organization={INSTICC},
doi={10.5220/0011823100003460},
isbn={978-989-758-618-7},
}

in EndNote Style

TY - CONF

JO - Proceedings of the 4th International Conference on Social and Political Development - Volume 1: ICOSOP,
TI - The Effect of Service Innovation and Self Service Technology on Customer Satisfaction PT Bank Negara Indonesia (Persero) Tbk Kc Medan
SN - 978-989-758-618-7
AU - Sari M.
PY - 2022
SP - 383
EP - 390
DO - 10.5220/0011823100003460
PB - SciTePress