Kepuasan Nasabah atas Pelayanan Mobile Banking

Yusuf Affandi

Abstract

Penelitian ini bertujuan untuk menghasilkan informasi berupa penjelasan yang lebih mendalam tentang Pelayanan Mobile Banking terhadap Kepuasan nasabah bertransaksi perbankan, dan memperoleh hasil dari olahan data tentang seberapa besar pengaruh Pelayanan Mobile Banking terhadap Kepuasan nasabah bertransaksi perbankan. Responden penelitian ini sebanyak 88 nasabah, secara umum pengukuran dilakukan dengan menggunakan metode
multiple regression. Hasil yang didapatkan dari analisis penelitian ini adalah berdasarkan hasil uji r nilainya 0,898 artinya Pelayanan Mobile Banking sangat kuat hubungannya terhadap Kepuasan nasabah bertransaksi perbankan. Sementara hasil uji koefisien determinasi (R2) nilainya 80,6 % artinya Pelayanan Mobile Banking pengaruhnya 80,6 % terhadap Kepuasan nasabah bertransaksi perbankan sisanya 19,4% dipengaruhi variabel lain yang tidak diteliti. Hasil uji menunjukkan nilai t hitung X1 = 18,901 dan t tabel 1,662 sehingga t hitung > t tabel, Ho ditolak H1 diterima, artinya bahwa Pelayanan Mobile Banking memiliki pengaruh signifikan dengan Kepuasan nasabah..

Kata Kunci : Kepuasan Nasabah, Pelayanan, Mobile Banking.

Abstract

This study aims to produce information in the form of a more in-depth explanation of Mobile Banking Services on customer satisfaction in banking transactions, and obtain results from processed data about how much influence Mobile Banking Services have on customer satisfaction in banking transactions. Respondents in this study were 88 customers, in general the measurement was carried out using the multiple regression method. The results obtained from the analysis of this study are based on the results of the r test, the value is 0.898, meaning that Mobile Banking Services have a very strong relationship with customer satisfaction in banking transactions. While the test results for the coefficient of determination (R2) are 80.6%, meaning that Mobile Banking Services have an effect of 80.6% on customer satisfaction in banking transactions, the remaining 19.4% is influenced by other variables not examined. The t test results show the value of t count X1 = 18.901 and t table 1.662 so that t count > t table, Ho is rejected H1 is accepted, meaning that Mobile Banking Services have a significant influence on customer satisfaction.

Keywords: Customer Satisfaction, Services, Mobile Banking