Layanan Webform Terhadap Kepuasan Nasabah Dimoderasi Pengetahuan (Studi Pada Nasabah BSI di Kota Palembang)

Zulkarnain, Muhammad
Nurul Ilma Hasana Kunio
Marti Utari
Ahmad Ari Gunawan Sepriansyah
Ade Sukmawati

Ihtiyath : Jurnal Manajemen Keuangan Syariah
Vol 8 No 1 (2024): Vol. 8 No.1 Juni 2024

This research aims to determine the effect of webform on customer satisfaction with knowledge as a moderating variable. The data analysis method uses quantitative with a questionnaire data source with a sample size of 100 samples. Data analysis uses Moderated Regression Analysis (MRA). The research results obtained a constant value of 2.078 indicating customer satisfaction before being influenced by the webform variable. Then the regression coefficient value of 0.532 The results of the t-test obtained a t-sig value < α5% (0.05), namely 0.000 < 0.05 and it can be stated that web form has a significant effect on customer satisfaction. The MRA test results show that knowledge is a quasi-moderator or pseudo-moderator variable between the dependent variable customer satisfaction and the independent variable webform.