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All Journal Excellent Wasana Nyata WASANA NYATA
Indriyana Widyastuti
Universitas Dharma AUB Surakarta
Humanities Economics, Econometrics & Finance Education Social Sciences Veterinary Other

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The Impact of Mobile Banking (M-Banking) Services on Customer Satisfaction of the State Savings Bank (BTN) Saptani Rahayu; Indriyana Widyastuti
Journal Of Management, Business And Education Vol 9, No 2 (2022): December
Publisher : STIE AUB Surakarta

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36587/exc.v9i2.1363

Abstract

The goal of this study is to determine and demonstrate the effect of mobile banking services on customer satisfaction. Quantitative method used in this research. Primitive data gathered by distributing questionnaires online to respondents who use BTN mobile banking services in Surakarta is used as a data source in this study. There are 100 respondents in the total sample. In this study, linear regression analysis was used to test the classic hypotheses and assumptions. The results showed that system information security had a positive and significant effect on customer satisfaction, ease of use of services had a positive and significant effect on customer satisfaction, and bank reliability had a significant positive effect on customer satisfaction. The results of the F test show that system security, service ease of use and bank reliability have a significant effect on customer satisfaction. The results of the coefficient of determination (R2) show that the influence of this study is 62.5%, the remaining 37.5% can be explained by other factors not examined in this study.
Co-Authors Endang Brotojoyo Saptani Rahayu V. Titi Purwantini