E-servqual analysis the uses customer satisfaction index and importance performance analysis methods

Abstract

The aim of this research is to measure the service quality of the BRImo mobile banking application based on the e-servqual dimension by comparing the level of gap between expected service and perceived service. In addition, determine the overall level of customer satisfaction and determine service aspects that need to be prioritized. This study is a descriptive study using primary data obtained from the questionnaire results of 200 samples. The sampling method uses purposive sampling. The analysis method uses gap analysis, CSI, and IPA. The results of the study show that according to the gap analysis, all service attributes have a negative value with an average of -0.35. Based on CSI , the overall satisfaction level of BRImo application users is 78.68%. According to IPA, the attributes that should be prioritized are the responsiveness dimension with the attribute code Rs4 and the compensation dimension with the attribute code Cp1