The Effect of E-Service Quality and Ease of Use on Customer Satisfaction of Welma Application at PT Bank Central Asia, Tbk

Abstract

This study aims to determine the effect of e-service quality and ease of use on customer satisfaction of the Welma application at PT Bank Central Asia, Tbk. The population in this study is all customers who are active users of the Welma application at PT. Bank Central Asia, Tbk in 2023 will total 126,440 customers. Based on calculations using the Slovin formula, the sample of respondents in this study became as many as 400 customers at PT Bank Central Asia, Tbk. The results of multiple linear analyses show that e-service quality and ease of use positively and significantly affect customer satisfaction. In the variable e-service quality, maintenance is expected to be carried out outside the hours that customers often use. In the variable ease of use, it is expected to provide features that have been adjusted to customer needs in making transactions. In addition, an evaluation is carried out on what features are unnecessary or need to be added to the application, which allows the display of features in the Welma application to be used according to customer needs.