SKRIPSI DIGITAL
Analisis Kepuasan Pengguna Dengan Menggunakan Metode EUCS (End User Computing Satisfaction) Pada Layanan BRIMO Pada PT Bank Rakyat Indonesia (Persero) Tbk Kanwil Semarang = Analysis of Customer Satisfaction with BRImo Service Quality at PT Bank Rakyat Indonesia (Persero) Tbk Semarang Regional Office
Wiyose Risang Timur, "Analysis of Customer Satisfaction with BRImo Service Quality at PT Bank Rakyat Indonesia (Persero) Tbk Semarang Regional Office," Thesis, Applied Bachelor's Degree Program in Computerized Accounting, Department of Accounting, Politeknik Negeri Semarang, supervised by Dra. Budhi Adhiani Christina, M.T and Ahmad Wafa Mansur, S.ST., MIM., August 2026, 89 pages.
This research was motivated by the increasing development of digital banking, which has encouraged the growing use of application - based banking services, one of which is BRImo. Customer satisfaction is one of the important indicators in assessing the quality of digital banking application services. This study aims to analyze the effects of Content, Accuracy, Format, Ease of Use, and Timeliness on Customer Satisfaction among BRImo users at PT Bank Rakyat Indonesia (Persero) Tbk Semarang Regional Office. This study employed a quantitative approach involving 100 BRImo users as respondents. Data were collected through questionnaires and analyzed using multiple linear regression analysis with the assistance of IBM SPSS Statistics software. The results showed that Accuracy, Format, and Timeliness had a positive and significant effect on Customer Satisfaction, while Content and Ease of Use did not have a positive and significant effect on Customer Satisfaction. Furthermore, the five variables simultaneously had a significant effect on Customer Satisfaction, with an R Square value of 58.4% while the remaining 41.6% was influenced by other factors outside the research model. These findings indicate that improving BRImo service quality, particularly in terms of Accuracy, Format, and Timeliness, plays an important role in increasing Customer Satisfaction.
Keywords: Customer Satisfaction, BRImo, Content, Accuracy, Format, Ease of Use, Timeliness.
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