Open AccessPENGARUH KUALITAS LAYANAN MOBILE BANKING DAN TINGKAT KEPERCAYAAN TERHADAP KEPUASAN NASABAH BANK NTB SYARIAH CABANG SUMBAWA
Author(s) -
Nora Dery Sofya,
Dedy Heriwibowo,
Rodianto Rodianto
Publication year - 2020
Publication title -
jurnal tambora
Language(s) - English
Resource type - Journals
eISSN - 2621-542X
pISSN - 2527-970X
DOI - 10.36761/jt.v4i2a.772
Subject(s) - customer satisfaction , business , mobile banking , service quality , regression analysis , business administration , variables , descriptive statistics , linear regression , sample (material) , service (business) , statistics , marketing , mathematics , chemistry , chromatography
This study aims to determine the effect partially and simultaneouslyquality of mobile banking services and level of confidence in customer satisfactionBank NTB Syariah, Sumbawa Branch. This research is descriptive researchquantitative. The type of data used is primary data obtained from the resultsdistributing questionnaires to customers of Bank NTB Syariah, Sumbawa Branch.The sample in the study was 100 respondents who were user customersBank NTB Syariah Sumbawa Branch mobile banking service. Data analysis methodused is multiple linear regression which includes partial test, simultaneous test, and testthe coefficient of determination. The results showed that partially and simultaneouslyservice quality and customer trust level have a positive and significant effectto customer satisfaction of users of mobile banking services. Apart from that, abilityindependent variable in explaining the dependent variable based on the value of Adjusted R Square76.9% and the remaining 23.1% is influenced by other variables that are notdiscussed in this study.