Article Per Year (5 Year)
p-Index From 2020 - 2025
0.23
P-Index
This Author published in this journals
All Journal Patria Artha Management Journal
AGAND, RIZKYANA
Unknown Affiliation
Economics, Econometrics & Finance

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
PENGARUH KUALITAS PRODUK KARTU ATM DAN MOBILE BANKING TERHADAP KEPUASAN NASABAH PADA BANK TABUNGAN NEGARA KANTOR CABANG MAKASSAR AGAND, RIZKYANA; Murbayani, Murbayani
Patria Artha Management Journal Vol 9, No 1 (2025): Patria Artha Management Journal
Publisher : Patria Artha University

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.33857/pamj.v9i1.939

Abstract

This study aims to analyze the influence of ATM card and mobile banking product quality on customer satisfaction at Bank BTN Makassar Branch Office. Service quality is measured using the SERVQUAL model, which consists of five dimensions: tangible, reliability, responsiveness, empathy, and assurance. The respondents in this study amounted to 100 individuals, selected using the simple random sampling technique. Data were collected through questionnaires and analyzed using validity tests, reliability tests, multiple linear regression analysis, classical assumption tests (normality, multicollinearity, and heteroscedasticity), and hypothesis testing to evaluate the variables' influence. The results show that the quality of ATM card and mobile banking products, both simultaneously and partially, significantly affects customer satisfaction. This study concludes that the quality of ATM card and mobile banking products at Bank BTN plays an essential role in improving customer satisfaction. It is recommended that Bank BTN enhances service accessibility, educates customers on digital features, and continuously innovates to improve the quality of products and services.
Co-Authors Murbayani Murbayani, Murbayani