Analisis Pengaruh Layanan Mobile Banking Terhadap Kepuasan Nasabah PT. Bank Syariah Indonesia KCP Pante Bidari
Authors: Maulina Isra , Malahayatie  , Miftahul Jannah  
Published: August 2024

Abstract
This research aims to find out how mobile banking services, namely security, reliability and access capability, influence PT customer satisfaction. Bank Syariah Indonesia KCP Pante Bidari both partially and simultaneously. The type of research used is quantitative research with a descriptive approach. The sample used in this research was customers of PT. Bank Syariah Indonesia KCP Pante Bidari with 88 customers. Technique for distributing questions through questionnaires. The data analysis techniques used in this research are data quality tests, namely validity and reliability tests, classical assumption tests, namely normality tests, multicollinearity tests and heteroscedasticity tests, multiple linear regression tests and hypothesis tests, namely f tests, t tests and coefficient tests. determinant (R2). The data was processed using SPSS version 25. This research obtained the results that variable 1) Security had a significant negative effect on customer satisfaction at PT. Bank Syariah Indonesia KCP Pante Bidari. 2) Reliability has a significant positive effect on PT customer satisfaction. Indonesian Sharia Bank KCP Pante Bidari. 3) Access capability has a significant positive effect on PT customer satisfaction. Indonesian Sharia Bank KCP Pante Bidari. 4) Simultaneously, it is known that mobile banking service variables which include security, reliability and access capability have a significant effect on customer satisfaction at PT. Indonesian Sharia Bank KCP Pante Bidari.
 
Keywords: Mobile Banking Services, Security, Reliability, accessibility, and Customer Satisfaction.
 
Abstrak
Penelitian ini bertujuan untuk mengetahui bagaimana pengaruh layanan mobile banking yaitu keamanan, kehandalan dan kemampuan akses terhadap kepuasan nasabah PT. Bank Syariah Indonesia KCP Pante Bidari baik secara parsial dan simultan. Adapun jenis penelitian yang digunakan adalah jenis penelitian kuantitatif dengan pendekatan deskriptif. Sampel yang digunakan dalam penelitian ini adalah  nasabah PT. Bank Syariah Indonesia KCP Pante Bidari yang berjumlah 88 Nasabah. Teknik penyebaran pertanyaan melalui kuesioner. Teknik analisis data yang digunakan dalam penelitian ini adalah uji kualitas data yaitu uji validitas dan uji reliabilitas, uji asumsi klasik yaitu uji normalitas, uji multikolinieritas, dan uji heteroskedastisitas, uji regresi linier berganda dan uji hipotesis yaitu uji f, uji t, dan uji koefisien determinan (R2). Data tersebut diolah menggunakan SPSS versi 25. Penelitian ini memperoleh hasil bahwa variabel 1) Keamanan berpengaruh secara negatif signifikan terhadap kepuasan Nasabah PT. Bank Syariah Indonesia KCP Pante Bidari. 2) Kehandalan berpengaruh secara positif signifikan terhadap kepuasan Nasabah PT. Bank Syariah Indonesia KCP Pante Bidari. 3) Kemampuan akses berpengaruh secara positif signifikan terhadap kepuasan Nasabah PT. Bank Syariah Indonesia KCP Pante Bidari. 4) Secara simultan diketahui bahwa variabel layanan mobile banking yang meliputi keamanan, kehandalan dan kemampuan akses berpengaruh secara signifikan terhadap kepuasan Nasabah PT. Bank Syariah Indonesia KCP Pante Bidari.
Kata kunci: Layanan Mobile Banking, Keamanan, Kehandalan, Kemampuan Akses dan Kepuasan Nasabah