Pengaruh Kualitas Pelayanan BSI Mobile Terhadap Kepuasan Nasabah di Bank Syariah Indonesia Maluku Utara
Keywords:
E-servqual , BSI Mobile, SatisfactionAbstract
This study aims to analyze the influence of BSI Mobile service quality on customer satisfaction levels at Bank Syariah Indonesia in the North Maluku region. Using a quantitative approach, this study utilizes primary data obtained through distributing questionnaires to the community in North Maluku Province who have used BSI Mobile services with a total of 200 respondents. Data analysis was conducted using the Multiple Linear Regression method with the help of SPSS software version 26. The results of the study indicate that the variables of reliability, efficiency, security, privacy, and accessibility have a significant influence on customer satisfaction. Meanwhile, the variables of fulfillment, responsiveness, and features do not show a significant influence on BSI Mobile user satisfaction. These findings are expected to enrich academic understanding of the factors that influence user satisfaction of mobile banking services, especially in the context of BSI Mobile.
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