Pengaruh Kualitas Layanan Mobile Banking Terhadap Kepuasan Konsumen pada PT. Bank Mandiri (Persero), Tbk. KCP Bandung Cimindi
Article Sidebar
Customer Satisfaction,
Mobile Banking Kualitas layanan,
kepuasan konsumen,
mobile banking
Main Article Content
Abstract
This study aims to evaluate the quality of mobile banking services at PT. Bank Mandiri (Persero), Tbk. KCP Bandung Cimindi, assess consumer satisfaction with these services, and examine the impact of service quality on customer satisfaction at PT. Bank Mandiri (Persero), Tbk. KCP Bandung Cimindi. The research employs a quantitative method with an associative approach. The sampling method used is probability sampling, with a sample size of 100 respondents. Data analysis involves classic assumption tests and hypothesis testing, including simple linear regression analysis, t-tests (partial tests), and the coefficient of determination (R²). The t-test results indicate that the quality of mobile banking services significantly affects customer satisfaction at PT. Bank Mandiri (Persero), Tbk. KCP Bandung Cimindi. This is evidenced by a t-value of 15.177, which is greater than the t-table value of 0.195, with a significance level of 0.000, which is less than 0.05. The coefficient of determination results show that the quality of mobile banking services accounts for 70.22% of the variance in customer satisfaction, while the remaining 29.78% is influenced by other unexamined factors. The service quality dimensions that need improvement are responsiveness and empathy.
Article Details
Copyright Notice
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
References
Fitria Widiyani Roosinda; Ninik Sri Lestari, D. (2021). Metode Penelitin Kualitatif. In Zahir Publishing (Vol. 1). Zahir Publishing.
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2011). PLS-SEM: Indeed a Silver Bullet. Journal of Marketing Theory and Practice, 19(2), 139–152. https://doi.org/10.2753/MTP1069-6679190202
Mendrofa, S. A., Sari, M. N., Setyono, B. D. H., Sari, R. D., Gusti, J., Anwar, D. R., ... & Mardatillah, A. (2024). Bisnis Startup. MEGA PRESS NUSANTARA.
Mutiasari, A. I. (2020). Perkembangan industri perbankan di era digital. Jurnal Ekonomi Bisnis Dan Kewirausahaan, 9(2), 32–4.
Rnnanik, Eka Pariyanti, Syaiful Bakri, Buchori, Susi Sulastri, Dede, Tri Mardiono, Sugiono, M. G. M. (2021). Ilmu Manajemen di Era 4.0. Perbit Adab.
Sarbaini, S., & Yanti, D. (2023). Prediksi Harga Beras Belida Di Kota Pekanbaru Menggunakan Fuzzy Time Series Cheng. Jurnal Teknologi Dan Manajemen Industri Terapan, 2(3), 234-.
Sari, M. N., Hendriyani, C., Sari, R. D., Angraini, N., Kahar, A., & Abdurrahman Rahim Thaha. (2024). The Magic Of Thinking Big in Business Administration (1st ed.). Mega Press.
Sari, Ratna Deli;, Hersusetiyati;, Ekaputra, A. E., & Ihwani, N. (2024). Integrating TAM, Trust and Perceived Risk Factors on Emerging-Market Consumers’ Attitude Towards Shopping for Muslim Fashion Online. Sinergi International Journal of Management and Business, 2(3), 148–158. https://doi.org/10.61194/ijmb.v2i3.244
Sari, Ratna Deli. (2023). Analisis Persepsi dan Preferensi Konsumen Pada Kualitas, Kemasan, Varian Rasa dan Merek Produk Kerupuk Melarat di Desa Belendung Karawang Ratna Deli Sari. Journal on Education, 06(01), 4543–4551.
Susilowati, A. G., Budi, A. S., & Puspita, D. (2023). Sistem Aplikasi Bank Sampah berbasis Android menggunakan Metode V-Model. Insand Comtech: Information Science and Computer Technology Journal, 7(2).