PERAN KUALITAS LAYANAN MOBILE BANKING TERHADAP KEPUASAN NASABAH BANK BCA DI CIANJUR – JAWA BARAT

Abstract

This study aims to determine customer satisfaction in mobile services banking (BCA-mobile) in Cianjur. The population used in this study is a BCA customer who uses the BCA-mobile service. Respondents in This study consisted of 66 respondents and the sampling used probability sampling method with simple random sampling technique. The dimensions are Researchers use for service quality (X), namely tangible, empathy, responsiveness, reliability, and assurance. Dimensions on the customer satisfaction variable (Y) namely price, service quality, product quality, emotional factors, and efficiency. Data collection techniques using a questionnaire that has been tested for validity and reliability. The data analysis technique used to answer the hypothesis is simple linear regression. The results of this study indicate that there is an influence positive between service quality and customer satisfaction with BCA bank in Cianjur with a significance of 87.76% and the rest is influenced by other variables that are not researched.