PENGARUH KUALITAS LAYANAN, KUALITAS PRODUK, DAN KEMUDAHAN MOBILE BANKING TERHADAP KEPUASAN NASABAH PADA PT BANK BRI KANTOR CABANG SAMARINDA --

ABSTRAK
Lestari, Hanny 2021. Pengaruh Kualitas layanan, Kualitas Produk dan Kemudahan Mobile Banking Terhadap Kepuasan Nasabah Pada PT Bank BRI Kantor Cabang Samarinda. Jurusan Akuntansi, Program Studi Keuangan dan Perbankan, Politeknik Negeri Samarinda. Pembimbing 1 Bapak Muhammad Suyudi, S.E., M.SA. Ak., CA., dan Pembimbing 2 Bapak Lewi Patabang, S.E., M.M.,
Penelitian ini bertujuan untuk mengetahui Pengaruh Kualitas layanan, Kualitas Produk dan Kemudahan Mobile Banking Terhadap Kepuasan Nasabah Pada PT Bank BRI Kantor Cabang Samarinda. Penelitian ini menggunakan data primer yang diperoleh melalui kuesioner yang diukur dengan skala likert. Jumlah sampel sebanyak 100 responden. Teknik analisis data yang digunakan adalah uji validitas, uji reliabilitas analisis regresi linear berganda, uji F, uji t, uji R2 dengan menggunakan alat pengujian berupa program IBM SPSS Statistic 20. Hasil penelitian ini menunjukkan bahwa : (1) kualitas layanan berpengaruh positif dan signifikan terhadap kepuasan nasabah sebesar 0,005. (2) kualitas produk berpengaruh positif dan signifikan terhadap kepuasan nasabah sebesar 0,000. (3) kemudahan mobile banking berpengaruh positif dan signifikan terhadap kepuasan nasabah sebesar 0,016. (4) kualitas layanan, kualitas produk, dan kemudahan mobile banking secara bersama-sama (simultan) berpengaruh signifikan terhadap kepuasan nasabah.
Kata Kunci : Kualitas Layanan, Kualitas Produk, Kemudahan Mobile Banking, Kepuasan Nasa
ABSTRACT
Lestari, Hanny 2021. Effect of Service Quality, Product Quality and Ease of Mobile Banking on Customer Satisfaction at PT Bank BRI Samarinda Branch Office.
Accounting Department, Finance and Banking Study Program, Samarinda State Polytechnic. The first supervisor Mr. Muhammad Suyudi, S.E., M.SA. Ak., CA., and the second Advisor Mr. Lewi Patabang, S.E., M.M.,
This study aims to determine the effect of service quality, product quality and ease of mobile banking on customer satisfaction at PT Bank BRI Samarinda Branch Office. This study uses primary data obtained through a questionnaire measured by a Likert scale. The number of samples is 100 respondents. The data analysis technique used is validity test, reliability test of multiple linear regression analysis, F test, t test, R2 test using a testing tool in the form of the IBM SPSS Statistic 20 program. The results of this study indicate that: (1) service quality has a positive and significant effect to customer satisfaction of 0.005. (2) product quality has a positive and significant effect on customer satisfaction of 0.000. (3) the ease of mobile banking has a positive and significant effect on customer satisfaction of 0.016. (4) service quality, product quality, and ease of mobile banking together (simultaneously) have a significant effect on customer satisfaction.
Keywords: Service Quality, Product Quality, Ease of Mobile Banking, Customer Satisfac