Analisis Sistem Informasi Aplikasi Online Kartu Kredit Menggunakan Metode SERVQUAL
DOI:
https://doi.org/10.22441/incomtech.v6i2.1151Keywords:
Aplikasi Online, Layanan, Kualitas Layanan, kepuasan pengguna, Amos, Servqual, SEMAbstract
Kemudahan, efisiensi, ketepatan, kecepatan, simple serta flexibilitas menjadi pertimbangan para pelaku kegiatan untuk menggunakan kartu kredit diera globalisasi saat ini. Ada beberapa cara yang bisa dilakukan untuk pengajuan kartu kredit seperti melalui direct selling, telemarketing dan aplikasi online. Dari ketiga cara tersebut aplikasi online menjadi salah satu cara yang paling mudah dalam pengajuan aplikasi kartu kredit Kunci permasalahan pada penelitian ini yakni terkait dengan kualitas layanan yang diberikan apakah cukup memberikan pemahaman terhadap calon customer sehingga terjadi peningkatan dalam kartu kredit di ANZ Bank serta layanan seperti apa yang diharapkan oleh customer.
Metode penelitian yang digunakan adalah metode deskriptif analis dengan pengumpulan data dilakukan dengan menyebarkan kuesioner kepada 150 responden, metode pengambilan sampel menggunakan metode servqual, skala likert, SEM amos 18. Berdasarkan analisis yang telah dilakukan didapatkan bahwa kualitas layanan Aplikasi Online seperti tampilan, pelayanan marketing, tarif, teknologi yang digunakan pada aplikasi online sangat mempengaruhi kepuasan customer yang berdampak pada peningkatan customer kartu kredit ANZ.
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