Analysis of Mobile Banking Service Quality to Improve Customer Satisfaction using the Kano Method based in E-Servqual

Abstract

The development of increasingly sophisticated banking technology has made the most of growth, therefore the study aims to analyze and identify service attributes in Nagari Mobile Banking, using the E-Servqual dimension and the Kano model is used to determine improvement priorities. Sampling uses non-probability sampling techniques and the method used is purposive sampling, the sample used is 100 respondents who are Nagari Mobile Bankink users. The results of research using E-Servqual show that there are 9 service attributes that have a negative value, so these attributes need to be improved and developed, in order to fulfill customer desires. While the results of the CS-Soefficient calculation show the highest better value of 0.66 with the Efficiency dimension, namely Mobile banking has a high level of data encryption, while the highest worse value of - 0.58 whith the Fulfillment dimension is that mobile banking can be trusted.