Putri, Berlian Shafa Aldira (2026) PENGARUH E-SERVICE QUALITY TERHADAP CUSTOMER SATISFACTION DENGAN USER EXPERIENCE SEBAGAI VARIABEL MODERASI PADA PENGGUNA MOBILE BANKING WONDR BY BNI (Studi Pada Mahasiswa UPN “Veteran” Jawa Timur). Undergraduate thesis, UPN Veteran Jawa Timur.
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Abstract
BERLIAN SHAFA ALDIRA PUTRI (22042010278), THE EFFECT OF E-SERVICE QUALITY (EFFICIENCY, SYSTEM AVAILABILITY, FULFILLMENT, AND PRIVACY) ON CUSTOMER SATISFACTION WITH USER EXPERIENCE AS A MODERATING VARIABLE AMONG WONDR BY BNI MOBILE BANKING USERS This study examines the effect of E-Service Quality (Efficiency, System Availability, Fulfillment, and Privacy) on Customer Satisfaction, with User Experience as a moderating variable, among student users of Wondr by BNI. Using an explanatory quantitative approach, data were collected from 162 undergraduate users at Universitas Pembangunan Nasional “Veteran” Jawa Timur through purposive sampling and analyzed using Partial Least Squares Structural Equation Modeling (PLS-SEM) with SmartPLS 4.0. The results show that all four E-Service Quality dimensions have a positive and significant effect on Customer Satisfaction, with Fulfillment exerting the strongest influence (β = 0.288) and System Availability showing the most stable effect (T = 7.290). User Experience was also found to significantly and positively moderate all four relationships, with System Availability showing the strongest moderating effect (β = 0.279). The structural model demonstrated strong explanatory power (R² Adjusted = 0.864) and predictive relevance (Q² = 0.812). These findings indicate that technical service quality alone is insufficient to maximize satisfaction, as a favorable user experience further amplifies its effect. The study offers practical implications for Wondr by BNI’s management to strengthen technical reliability and interface quality to enhance user satisfaction. Keyword : E-Service Quality, Customer Satisfaction, User Experience, Mobile Banking, Wondr by BNI
| Item Type: | Thesis (Undergraduate) | ||||||||
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| Subjects: | H Social Sciences > HF Commerce > HF5410 Marketing. Distribution of Products H Social Sciences > HF Commerce > HF5415.5 Customer services |
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| Divisions: | Faculty of Social and Political Sciences > Departement of Business Administration | ||||||||
| Depositing User: | Berlian Shafa Aldira Putri | ||||||||
| Date Deposited: | 01 Sep 2026 08:15 | ||||||||
| Last Modified: | 01 Sep 2026 08:15 | ||||||||
| URI: | https://repository.upnjatim.ac.id/id/eprint/59668 |
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