THE EFFECT OF MOBILE BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION OF BANK BSI IN LHOKSEUMAWE CITY
Main Article Content
Weny Wardianingsih Hasibuan
Cut Sukmawati
Nursakinah Ritonga
Sufi
Maisyura
The main problem in this study is the existence of obstacles and potential customer dissatisfaction with the quality of BSI Bank's mobile banking services in Lhokseumawe City, especially related to network speed. This study aims to analyze the Effect of Mobile Banking Service Quality on Customer Satisfaction at BSI Bank in Lhokseumawe City. This study uses a quantitative approach using nonprobability sampling, namely purposive sampling and obtained 96 respondents as research samples obtained from the Lemeshow formula. The data analysis method used in this study is simple linear regression, instrument testing, classical assumption testing, and hypothesis testing with the help of Microsoft Office Software Excel 2010 and SPSS Version 30 for windows. The results of this study indicate that the quality of mobile banking services has a significant effect on customer satisfaction at BSI Bank in Lhokseumawe City. This is evidenced by the results of the t-test which obtained a sig value for the mobile banking service quality variable of 0.001 <0.05 and the calculated t value is greater than the t-table value (11.113 > 1.6608). The influence of mobile banking service quality on customer satisfaction was 56.8%. Overall, customers rated BSI's mobile banking service quality positively, particularly in terms of ease of use, feature completeness, and privacy protection. However, there were still neutral ratings for technical reliability, indicating the need for improvements to boost customer trust and satisfaction.
Ahsan, Z. (2022). Sosains jurnal sosial dan sains. Jurnal Sosial Dan Sains, 2(2), 278–285. htp://sosains.greenvest.co.id.
Andini, Y. F. (2022). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Kredit Multiguna Mobil Di PT . WOM Finance Indonesia Cabang Malang Program Sudi Ilmu Administrasi Niaga / Bisnis.
Baiq, H. A. (2022). Pengaruh kualitas layanan mobile banking terhadap kepuasan nasabah bank syariah indonesia di kota Depok.
Bisnis, M., Dan, T., Bisnis, F. E., & Telkom, U. (2024). Nasabah Elektronik Mobile Banking Bank Syariah Indonesia.
Fisik, B., & Tanggap, D. (2022). Retno Endah Supeni. 20(2), 237–251.
Husni, M. F., Ramlah, R., Krisnanto, B., Rizal, M., & Mirna, M. (2023). Pengaruh Kualitas Layanan Dan Kemudahan Mobile Banking Terhadap Kepuasan Nasabah Pt. Bank Syariah Indonesia.Tbk Regional Office X Makassar. Jursima, 11(2), 242–256. https://doi.org/10.47024/js.v11i2.592
Mulyadi, M. I., & Nashir, A. (2022). Implementasi Perizinan Impor Bawang Putih (Studi Kasus Distributor Bawang Putih CV Niko Ester). Jurnal Administrasi Bisnis, 2(5), 669–680.
Nawangsari. (2018). Kualitas Mobile Banking Terhadap Kepuasan Nasabah Bank BRI (Studi Pada Pengguna BRI Mobile di Kota Depok). Jurnal Akuntansi Dan Keuangan, 7(1), 24–31.
Rahmi, Syafei M. Nur, I., & Ditilebit, N. (2024). Pengaruh Kepercayaan Nasabah dan Kualitas Layanan Elektronik Terhadap Kepuasan Nasabah Menggunakan Aplikasi BSI Mobile. Jurnal Ekonomi Dan Bisnis, 16(2), 144–153. https://doi.org/10.55049/jeb.v16i2.314
Rininda, B. P., & Nurmalina, R. (2023). Pengaruh Kualitas Layanan Mobile Banking Terhadap Kepuasan Nasabah Pt. Bank Rakyat Indonesia. Journal of Applied Managerial Accounting, 7(2), 221–229. https://doi.org/10.30871/jama.v7i2.6639
Satria, F., & Diah Astarini. (2023). Pengaruh Kualitas Pelayanan Dan Kepuasan Nasabah Terhadap Loyalitas Nasabah Dimediasi Oleh Kepuasan Nasabah. Jurnal Ekonomi Trisakti, 3(1), 1911–1924. https://doi.org/10.25105/jet.v3i1.16124
Sri Amanda, Hairunnisa, & Ratna. (2023). Pengaruh Kepercayaan Dan Kualitas Layanan Mobile Banking Terhadap Kepuasan Nasabah Dalam Bertransaksi Di Bank Syariah (Studi Kasus Bsi Kcp Indralaya). La Riba: Jurnal Perbankan Syariah, 4(2), 37–53. https://doi.org/10.53649/lariba.v4i2.276
Wahyuningsih, F., & Rojuaniah. (2023). Pengaruh Kualitas Sistem Dan Kualitas Layanan Terhadap Loyalitas Dimediasi Kepuasan Pelanggan Pada Nasabah Aplikasi Mobile Banking Bank Bsi Syariah. Jurnal Manajemen Bisnis Dan Organisasi, 2(2), 16–26. https://doi.org/10.58290/jmbo.v2i2.114
Wardhana, A. (2015). Pengaruh_Kualitas_Layanan_Mobile_Banking_M-Banking.pdf. Jurnal Manajemen, 10(2), 273–284.
Widyawati, N., Mahriani, E., Yudawisastra, H. G., Zulfikar, R., Bagenda, C., Aziz, L. H., Sintha, L., Suharyati, S., Ratri, W. S., Wattimena, C. M. A., Satmoko, N. D., & Setianingsih, R. E. (2023). Pengantar Administrasi Bisnis.
Yuvita Savitri. (2022). Pengaruh Kualitas Layanan Mobile Banking Terhadap Kepuasan Nasabah (Studi Pada Bank BSI KCP Ratulangi Palopo). IAIN Palopo, 3(1), 192–205.
