<> "The repository administrator has not yet configured an RDF license."^^ . <> . . . "nn"^^ . "Abstrak\r\n\r\nBank di Indonesia saat ini semakin mengalami kemajuan dalam berbagai macam\r\npelayanannya, terutama dewasa ini,dimana fitur dan kualitas servis dari bank\r\nsemakin beraneka ragam dan semakin canggih.Salah satu layanan bank tersebut\r\nadalah internet banking.Bank Mandiri dalam hal ini berusaha mengeluarkan produk\r\ndan layanan jasa yang lebih spesifik agar dapat memberikan kepuasan yang\r\nmaksimal bagi para nasabahnya dan juga menjaring konsumen lebih luas, sehingga\r\nunggul di dalam persaingan. Sebab kepuasan konsumen bukan hanya\r\nberasal dari features produk semata tetapi harus merupakan gabungan antara fitur\r\ndan kualitas servis yang diberikan.\r\nPenelitian ini dilakukan di PT Bank Mandiri Tbk Cabang Teluk Betung, dimana\r\nyang menjadi objek penelitaian adalah kualitas jasa yang memiliki lima\r\nsub variabel yaitu: keandalan (Reliability), daya tanggap (Responsiveness),\r\nkepastian (Assurance), empati (Emphaty) dan Berwujud (Tangiable)\r\nsedangkan variabel yang lainnya adalah loyalitas nasabah yang memiliki 3\r\nindikator yaitu:pembelian ulang, penolakan terhadap produk pesaing, memberikan\r\nreferensi kepada orang lain.\r\nTujuan dari penelitian ini adalah untuk mengetahui bagaimana pelaksanaan\r\nkualitas jasa Internet Banking Mandiri, mengetahui tanggapan nasabah akan\r\nkualitas jasa Internet Banking Mandiri dan sejauh mana kualitas jasa Internet\r\nBanking dapat mempengaruhi nasabah PT Bank Mandiri Tbk Cabang\r\nTeluk Betung\r\nData yang digunakan dalam penelitian ini adalah data dari hasil\r\nkuesioner,data dari internet, Website Bank Mandiri: www.bankmandiri.co.id, dan\r\njuga dari berbagai literatur dan majalah. Untuk mencapai tujuan penelitian,\r\nmetode yang digunakan adalah analisis statistik Rank Spearman. Pengujian\r\nhipotesis menggunakan uji t-statistik 1 pihak (pihak kanan) pada taraf nyata 5%.\r\nHasil penelitian yang menggunakan uji t-statistik 1 pihak (kanan) menunjukan\r\nbahwa Antara kualitas jasa Internet Banking Mandiri terhadap loyalitas\r\nnasabah terdapat pengaruh yang sedang (rs= 0,427). Berdasarkan hasil perhitungan\r\ndengan menggunakan koefisien determinasi dapat dijelaskan bahwa besarnya\r\npengaruh yang dapat diberikan oleh kualitas jasa Internet Banking terhadap loyalitas\r\nadalah sebesar 18,23% dan sisanya sebesar 81,77% dipengaruhi oleh faktor lain.\r\nBerdasarkan hasil perhitungan dengan menggunakan uji distribusi t, didapat t hitung\r\n= 2,498 dan t tabel = 1,701, ini berarti t hitung > t tabel , maka dapat disimpulkan\r\nbahwa H0 ditolak yang berarti hipotesis yang penulis ajukan: ”Kualitas jasa\r\nInternet Banking berpengaruh signifikan terhadap loyalitas nasabah PT Bank\r\nMandiri Tbk Cabang Teluk Betung” dapat diterima.\r\n\r\nAbstrak\r\n\r\nBanks in Indonesia is currently more progress in a variety of services, especially\r\nnowadays, where the features and quality of service from the bank increasingly diverse\r\nand increasingly canggih.Salah one such bank is the internet service banking.Bank\r\nMandiri in this case trying to remove the products and services more specific services in\r\norder to provide maximum satisfaction to its customers and also attract a wider consumer,\r\nso superior in the competition. Because consumer satisfaction is not only derived from\r\nthe product features alone but should be a combination of features and quality service.\r\nThis research was conducted at PT Bank Mandiri Tbk Branch Teluk Betung, where the\r\nobject penelitaian is the quality of services that are five sub variables are: reliability\r\n(Reliability), power responsive (responsiveness), certainty (assurance), empathy\r\n(Emphaty) and Tangible ( Tangiable) while the other variable is customer loyalty that has\r\nthree indicators, namely: repeat purchases, the rejection of competing products, provide\r\nreferences to other people.\r\nThe purpose of this study is to determine how the implementation of Mandiri Internet\r\nBanking service quality, customers know the response will Mandiri Internet Banking\r\nservice quality and extent of Internet banking service quality may affect customers of PT\r\nBank Mandiri Tbk Branch Teluk Betung\r\nData used in this study are data from questionnaires, data from the Internet, Bank Mandiri\r\nWebsite: www.bankmandiri.co.id, and also from various literature and magazines. To\r\nachieve the research objectives, methods used are statistical analysis Rank Spearman.\r\nHypothesis testing using t-statistics one side (right side) on the real level 5%.\r\nThe experimental results using t-statistics one side (right) shows that between the service\r\nquality of Internet Banking Mandiri customer loyalty have the effect of moderate (rs =\r\n0.427). Based on calculations using the coefficient of determination can be explained that\r\nthe level of influence that can be provided by the Internet Banking service quality on\r\nloyalty is at 18.23% and the rest equal to 81.77% influenced by other factors. Based on\r\ncalculations using the t distribution test, got t count = 2.498 and t table = 1.701, this\r\nmeans t count> t table, it can be concluded that the H0 hypothesis is rejected which\r\nmeans that authors ask: \"The quality of Internet banking services significantly influence\r\nloyalty PT Bank Mandiri Tbk customers Branch Teluk Betung \"acceptable."^^ . 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