Persepsi Keamanan, Persepsi Kemudahan, Kualitas Layanan Terhadap Kepuasan Layanan E-Banking

Abstrak

• ABSTRACT

  Objective — The purpose of this literature study is to analyze the factors that influence customer satisfaction in the use of banking e-channels.

  Design/Methodology — The research method used is a systematic literature review, analyzing 15 research journals published between 2020 and 2024 regarding the factors that affect customer satisfaction in the use of banking e-channels.

  Findings — The factors influencing customer satisfaction in the use of banking e-channels include perceived security, perceived trust, perceived ease of use, service quality, perceived benefits/utilities, dimensions of e-service quality, variables such as efficiency, system availability, fulfillment, privacy contact, responsiveness, and system compatibility.

  Practical Implications — Banks can conduct market research to understand customer needs and preferences, along with data analysis of e-channel usage to identify areas for system improvement, product development, and technological innovation to enhance service quality.

  Originality/Value — This study provides an original contribution to the literature on customer satisfaction enhancement based on marketing by integrating the concepts of e-channel user experience, marketing, and technology development.

  Keywords — Customer satisfaction, Banking e-channels, perceived ease of use, perceived security

  Type of Literature — Systematic Literature Review.