PENGARUH KUALITAS LAYANAN MOBILE-BANKING TERHADAP KEPUASAN NASABAH PADA BANK SUMUT SYARI’AH KCP. KOTA MEDAN MAIMUN

Abstract

ABSTRACT This research aims to determine the effect of Mobile Banking service quality on customer satisfaction of Bank Sumut Syari'ah KCP Medan Maimum City and to determine the effect of Mobile Banking customer satisfaction on the level of service quality of Bank Sumut Syari'ah KCP Medan Maimum City. This research was conducted at Bank Sumut Syari'ah KCP Medan Maimum City located at Comp. Centrium No. 4 Kel. 20159, Jl. Brigadier General Katamso, A U R, Medan Maimun. The population in this study were 200 people. Therefore, the research sample used was calculated using the Slovin formula to obtain 100 respondents as a sample. Data collection techniques using interviews, questionnaires and documentation. Data analysis and processing techniques were carried out using quantitative descriptive analysis, validity and reliability tests, normality tests, simple regression analysis and hypothesis testing. The results of the study show that the quality of Mobile Banking services has an effect on customer satisfaction at Bank Sumut Syariah KCP Medan Maimun. This is evidenced by the value of 0.000 which is smaller than 0.05 and the calculated t value, which is 11,561, which is greater than the t table, which is 1.98472, so it can be concluded that Ha is accepted. Customer satisfaction, partially affects the community (customers) in the use of mobile banking at Bank Sumut Syariah Kcp. Medan Maimun. There are many factors behind the participants choosing to use mobile banking services at Bank Sumut Syariah KCP Medan Maimun. These factors include religious, social, cultural, personal, and psychological factors. From the various influencing factors, researchers can draw conclusions that their main factor is choosing to use the mobile banking service of Bank Sumut Syariah KCP Medan Maimun due to personal factors and cultural factors. Keywords: Service Quality, Mobile Banking, Customer Satisfaction