Pengaruh Adopsi Teknologi, Efisiensi Proses, Kualitas Layanan Terhadap Persepsi Klien di Salah Satu Perusahaan Perbankan
DOI:
https://doi.org/10.58812/jakws.v2i02.360Kata Kunci:
Adopsi Teknologi, Efisiensi Proses, Kualitas Layanan, Persepsi Klien, PerbankanAbstrak
Penelitian ini menguji pengaruh adopsi teknologi, efisiensi proses, dan kualitas layanan terhadap persepsi klien di perusahaan perbankan. Penelitian ini menyelidiki hubungan antara variabel-variabel tersebut melalui pendekatan metode campuran yang melibatkan analisis kuantitatif dari data survei dan analisis kualitatif dari wawancara. Statistik deskriptif dan analisis regresi dilakukan untuk menganalisis data kuantitatif, sementara analisis tematik diterapkan pada data kualitatif. Hasil penelitian menunjukkan adanya hubungan positif antara adopsi teknologi, efisiensi proses, kualitas layanan, dan persepsi nasabah. Temuan ini menunjukkan bahwa perusahaan perbankan dapat meningkatkan persepsi nasabah dengan mengadopsi teknologi, meningkatkan efisiensi proses, dan memberikan layanan berkualitas tinggi. Implikasi dari temuan ini untuk perusahaan perbankan dibahas, bersama dengan keterbatasan dan arahan untuk penelitian di masa depan.
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