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

CommIT (Communication and Information Technology) Journal · Vol. 9 No. 1 (2015) · hlm. 19–22

DOI
10.21512/commit.v9i1.1651
ISSN
2460-7010, 1979-2484
Terbit
2015-05-31
Penerbit
Bina Nusantara University
Bahasa
eng

Abstrak

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.

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9 penulis · 14 tautan kepenulisan bersama · 7 lintas organisasi

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  • Pelita Harapan University
  • Binus University
  • Diponegoro University
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Rekan penulisOrganisasiArtikel bersama
Winnie VeronicaPelita Harapan University2
Andree Emmanuel WidjajaPelita Harapan University2
Calandra Alencia HaryaniPelita Harapan University2
Dennis AdrianAfiliasi tidak diketahui1
Kartika Sari DewiDiponegoro University1
Hansel Bagus TritamaPelita Harapan University1
Claresta Janice JonathanPelita Harapan University1

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Sumber metadata: OAI-PMH (metadata jurnal) https://journal.binus.ac.id/index.php/commit/oai, pertama di-harvest 8 Nov 2026, terakhir terlihat 8 Nov 2026.
Metadata asli (oai_dc) 
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	<dc:title xml:lang="en-US">A Study of Customer Satisfaction on Online Trading System Application of Securities Company in Indonesia Using Servqual</dc:title>
	<dc:creator>Hery, Hery</dc:creator>
	<dc:creator>Tarigan, Riswan Efendi</dc:creator>
	<dc:subject xml:lang="en-US">Customer  Satisfaction</dc:subject>
	<dc:subject xml:lang="en-US">Service Quality</dc:subject>
	<dc:subject xml:lang="en-US">On- line Trading</dc:subject>
	<dc:description xml:lang="en-US">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.</dc:description>
	<dc:publisher xml:lang="en-US">Bina Nusantara University</dc:publisher>
	<dc:date>2015-05-31</dc:date>
	<dc:type>info:eu-repo/semantics/article</dc:type>
	<dc:type>info:eu-repo/semantics/publishedVersion</dc:type>
	<dc:type xml:lang="en-US">Peer-reviewed Article</dc:type>
	<dc:format>application/pdf</dc:format>
	<dc:identifier>https://journal.binus.ac.id/index.php/commit/article/view/1651</dc:identifier>
	<dc:identifier>10.21512/commit.v9i1.1651</dc:identifier>
	<dc:source xml:lang="en-US">CommIT (Communication and Information Technology) Journal; Vol. 9 No. 1 (2015): CommIT Journal; 19-22</dc:source>
	<dc:source>2460-7010</dc:source>
	<dc:source>1979-2484</dc:source>
	<dc:language>eng</dc:language>
	<dc:relation>https://journal.binus.ac.id/index.php/commit/article/view/1651/1385</dc:relation>
</oai_dc:dc>