DETERMINAN LAYANAN MOBILE BANKING TERHADAP KEPUASAN NASABAH DI BANK MANDIRI TASPEN KCP CIMAHI
DOI:
https://doi.org/10.61612/jpn.v6i1.192Keywords:
Mobile Banking Services, Customer Satisfaction, Bank Mandiri TaspenAbstract
Competition in the banking industry encourages the improvement of service quality to maintain customer trust and satisfaction. One of these innovations is mobile banking, which allows transactions to be easy, fast, flexible, and available 24 hours. Although its use at Bank Mandiri Taspen KCP Cimahi has increased, dissatisfaction among a small number of customers is still found. This study aims to analyse the influence of mobile banking services on customer satisfaction. The study used a quantitative method with a field approach to 170 respondents. Data were collected through questionnaires and documentation, then analysed using correlation tests, simple linear regression, determination coefficients (R²), and t-tests with SPSS 31.0. The results showed a positive correlation of r = 0.205 with the low category. The value of R² = 0.042 showed that mobile banking services contributed 4.2% to customer satisfaction, while 95.8% was influenced by other factors. The regression equation Y = 65.911 + 0.195X showed a positive influence. The t-test produces t calculation = 2.720 > t table = 1.974 and significance 0.007 < 0.05, so mobile banking services have a positive and significant effect on customer satisfaction.
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