THE INFLUENCE OF MOBILE BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION (SURVEY AT CUSTOMER OF PT. BANK RAKYAT INDONESIA TBK. JOMBANG BRANCH)
ABSTRACT: This research
objectives are to explain the partial and simultaneous influence between mobile
banking service quality (reliability and responsiveness, assurance and
security, convenience, efficiency, easiness to operate) on customer
satisfaction. This research uses a quantitative approach with the descriptive
reseach type. Analysis of the data in this research using the stages of
descriptive analysis, classical assumption test, multiple linear regression
analysis and hypothesis testing. The research result show if there is partially
positive and significant influence reliability and responsiveness, assurance
and security, convenience, efficiency on customer satisfaction. Furthermore,
there is positive but not significant influence between easiness to operate
variable on customer satisfaction. Then there is simultaneously positive and
significant influence reliability and responsiveness, assurance and security,
convenience, efficiency, easiness to operate variables on customer satisfaction
amounted to 83%.
Keywords: Reliability and
Responsiveness, Assurance and Security, Convenience, Efficiency, Easiness to
Operate
Penulis: Miftakhul Dwi
Saputro, Endang Siti Astuti, Devi Farah Azizah
Kode Jurnal: jpadministrasinegaradd160959
