Analisis teknologi Internet Banking dan SMS Banking terhadap kepuasan nasabah di Yogyakarta

NURASTUTI, Wiji, Prof. Adhi Susanto, M.Sc.,Ph.D

2005 | Tesis | S2 Teknik Elektro (Magister Teknologi Informasi)

Tujuan yang hendak dicapai melalui penelitian ini adalah: untuk mengetahui peranan teknologi informasi dalam meningkatkan kepuasan nasabah, mengetahui apakah ada perbedaan segmentasi antara nasabah pengguna internet banking dan SMS banking untuk masing-masing bank, mengetahui kesamaan tingkat kepuasan nasabah pengguna teknologi informasi bank BCA dan bank Mandiri. Hasil yang diperoleh dari analisa yang telah dilakukan : nasabah mayoritas setuju dengan teknologi SMS banking yang ditawarkan BCA maupun Mandiri , tetapi ada sebagian kecil nasabah yang tidak setuju dengan teknologi tersebut dikarenakan nasabah masih ragu untuk melakukan pembayaran berbagai tagihan melalui SMS banking karena resiko yang ditanggung masih cukup tinggi . Dilain pihak untuk mengirimkan SMS masih sering ditemui kendala, kadang-kadang gagal atau bahkan tidak sampai,. Ini disebabkan oleh traffic pelayanan SMS yang cukup tinggi.. Pihak Bank bagi sebagian nasabah dianggap kurang memberikan edukasi dan sosialisasi. Segmentasi nasabah pengguna SMS Banking. Bank berdasarkan jenjang pendidikan, jenis profesi, lama bekerja dan umur memberikan tingkat kepuasan yang sama terhadap layanan SMS Banking. Segmentasi nasabah pengguna SMS Banking Bank Mandiri berdasarkan jenjang pendidikan, Jenis Profesi, Lama Bekerja dan Umur memberikan tingkat kepuasan yang sama terhadap layanan SMS Banking Mandiri dan SMS Banking BCA. Segmentasi nasabah pengguna Internet Banking Bank yang didasarkan kepada Jenis Profesi nasabah yang memberikan tingkat kepuasan yang berbeda terhadap layanan Internet Banking berprofesi sebagai pegawai negeri, karyawan swasta dan mahasiswa lebih memberikan tingkat kepuasan yang tinggi terhadap layanan Internet Banking Bank BCA daripada nasabah yang berprofesi sebagai pengusaha. Antara nasabah Bank BCA dan Bank Mandiri ada perbedaan dalam memberikan tingkat kepuasannya terhadap layanan SMS Banking maupun Internet Banking

The target which will reach to through this research is to know role of information technology in improving satisfastion of client, knowing what there is difference of segmentation between client consumer of banking internet and SMS banking client to the each bank, to know equality of level satisfaction of client consumer of bank information technology of BCA Banking and Mandiri Banking. The result which obtained from analysis which have been done by that client majority agree with technology of SMS Banking which on the market by BCA and Mandiri, but there are a few client which disagree with the technology because the client still doubt to do payment various invoice through SMS Banking because the risk is still accounted so high. On the other hand, to deliver SMS is still often met by constraint,sometime failure or even do not, this matter because of traffic service of SMS which is so solid. Some of client assume that the bank give less socialization and education. The client segmentation of consumer of SMS Banking pursuant to education ladder, proffession type, old work and age, give the same satisfaction level to service of SMS Banking. The client segmentation of consumer of SMS Banking of Mandiri Banking pursuant to education ladder, proffession type, old work, and age give is too same satisfaction level also to service of SMS banking of Mandiri and BCA Banking. The Client segmentation of consumer of internet Banking is relied on proffession type which giving different satisfaction level to service of Internet Banking which have proffession as public servant, private sector employees and student is giving more high satisfaction level to service Internet Banking of BCA Banking that client which have proffession as entrepreneur. There are differences in giving satisfaction level to service of SMS Banking and also of Internet Banking between the client of BCA Banking and Mandiri Banking.

Kata Kunci : Teknologi Informasi,Internet Banking,Kepuasan Nasabah,Internet Banking and SMS Banking, Customers’ Satisfaction