A Study of Customer Satisfaction on Online Trading System Application of Securities Company in Indonesia Using Servqual

Abstract

The purpose of this study is to measure the service quality of online trading system implemented by PT KDB Daewoo Securities Indonesia. The study is a part of the company efforts to provide the best solution services. The study is performed to determine the influence of service quality factors on the customer satisfaction by means of ServQual method. The method takes into account five independent variables, namely, reliability (X1 ), responsiveness (X2 ), assurance (X3 ), empathy (X4 ), and tangibility (X5 ). Meanwhile, the cus- tomer satisfaction is considered as the dependent variable (Y ). The population of of the study is all 67 900 online traders at the company and the sample size is 265 traders. The data are collected via questionnaires and interviews. From the study results, we conclude that the five variables have significant influence on the customer satisfaction on the online trading system application at PT KDB Daewoo Securities Indonesia. To improve the customer satisfaction, the company should prioritize the quality- related factors, and expand and upgrade the existing facilities and infrastructures.

Modified Servqual Model and Effects of Customer Attitude and Technology on Customer Satisfaction in Banking Industry: Mediation, Moderation and Conditional Process Analysis

“…In the past, several studies have been carried out on SERVQUAL dimensions; however, scholars have documented some criticism on the model. This counter analysis mainly laid emphasis on the execution and explanation of SERVQUAL measurement scale (Oskooii, Albonaiemi 2017;Hery 2016;Babakus, Boller 1992;Smith 1995;Newman 2001). Scholars have singled out the problems with SERVQUAL measurement scale.…”

“…The SERVQUAL model signifies satisfaction that is associated with the magnitude and path to disconfirmation of an individual's exposure when she/he encounters in her/his first anticipations (Hery 2016;Prasadh, Suresh 2016;Parasuraman et al 1985;Smith, Houston 1982;Churchill, Surprenant 1982). On the basis of earlier empirical shreds of evidence, the hypothesis of this study have been formulated as under:…”

“…Earlier empirical pieces of evidence provide the ample grounds that satisfaction is influenced by the competence, which can be weighed up through communication and commitment (Hery 2016). The way of responding to the needs of the customer is known as the commitment; however, communication refers for conveying the relevant information to the customer on time (Verma 2016;Kholi, Jaworski 1990).…”

Perfecting A Video Game with Game Metrics

“…And in the game development, metrics for in-game growth and process development will be used since it is the metrics where we can evaluate or measure the standards of our game before it launched. It is necessary to provide a better infrastructure related to the system operations [ 31].…”