Pengaruh E-Service Quality Mobile Banking Terhadap Kepuasan Nasabah Pengguna Mobile Banking Bsi (Studi Kasus Pada Dosen UIN Imam Bonjol Padang)

WIDA SULIS SULIS

Abstract


This research aims to determine the influence of e-service quality which consists of efficiency, fulfillment, reliability and privacy. The research uses a quantitative type of research. The data sources used are primary data and secondary data. The sample of 80 respondents were lecturers at UIN Imam Bonjol Padang. The sampling technique uses an incidental sampling technique. The independent variables in this research are efficiency, fulfillment, reliability and privacy, while the dependent variable is customer satisfaction. The data analysis method uses multiple linear regression analysis with the SPSS program data analysis tool. Based on the results of data analysis, it was found that the variables fulfillment, reliability, Privacy had a positive and significant effect on customer satisfaction because the tcount value was greater than the ttable value, namely 1.99210 with a significant value smaller than 0.05. The efficiency variable has a negative and insignificant effect on customer satisfaction because the value of tcount < ttable is -0.637 < 1.99210 with a significant value greater than 0.05. Meanwhile, the simultaneous test results show that the variables efficiency, fulfillment, reliability and privacy have a significant effect on BSI customer satisfaction with the Fcount value being greater than the Ftable value, namely 2.49 with a significant value smaller than 0.05. The results of the RSquare coefficient of determination test are 0.418, meaning that the contribution of the variables efficiency, fulfillment, reliability and privacy is 41.8% to BSI customer satisfaction at UIN Imam Bonjol Padang. And the remaining 51.2% is influenced by other variables not included in the research the author conducted.

Keywords


pengaruh, E-Service, Mobile Banking, Kepuasan Nasabah

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References


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DOI: https://doi.org/10.15548/bk.v1i2.31

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