Pengaruh Benefits Offered, E-Servqual, Dan Customer Trust Terhadap Customer Satisfaction : Studi Kasus Pada Pengguna BSI Mobile di Kota Bengkulu

Nervita Sari (Universitas Prof. Dr. Hazairin SH.)
Idham Lakoni
M. Noor Army

AKSIOMA : Jurnal Manajemen
Vol 4 No 2 (2025): AKSIOMA : Jurnal Manajemen [Agustus-Januari 2025]

This research aims to test the promoted utility of e-servqual and the belief in customer satisfaction from BSI mobile banking in Bengkulu City. The research is explanatory and quantitative in nature. Primary data were obtained from a questionnaire administered to 160 BSI customers who use mobile banking for transactions. The sample was determined using purposive non-probability sampling. Data were collected from documentation, questionnaires, and literature reviews. The analysis methods included testing classical assumptions, instruments, hypotheses, and statistics. The research results show that promoted utility contributes to customer satisfaction, e-servqual contributes to customer satisfaction, and belief contributes to customer satisfaction. Simultaneously, each independent variable contributes significantly to the dependent variable.