RAMADHANI, AMELIA RIZKI (2022) PENGARUH KUALITAS PRODUK DAN KEMUDAHAN MENGGUNAKAN MOBILE BANKING TERHADAP KEPUASAN NASABAH (Studi Kasus pada Pengguna Mobile Banking Livin di Bank Mandiri KCP Jakarta RS Persahabatan). Skripsi thesis, Sekolah Tinggi Ilmu Ekonomi Indonesia Jakarta.
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Abstract
Penelitian ini bertujuan untuk mengetahui seberapa besar pengaruh kualitas produk dan kemudahan terhadap kepuasan nasabah Bank Mandiri pengguna aplikasi mobile banking. Penelitian ini dilakukan dengan strategi asosiatif. Metode penelitian yang digunakan adalah metode survei sebagai bagian dari pendekatan kuantitatif. Jenis data yang digunakan berupa data primer. Teknik pengumpulan data menggunakan studi kepustakaan dan kuesioner yang diberikan kepada nasabah bank Mandiri pengguna aktif mobile banking Livin menggunakan aplikasi google form. Hasil penelitian menunjukkan bahwa kualitas produk dan kemudahan berpengaruh positif dan signifikan terhadap kepuasan nasabah, kualitas produk memiliki pengaruh sebesar 0.226 atau 22.6%, sedangkan kemudahan memiliki pengaruh sebesar 0.604 atau 60.4%. Simpulan dari hasil penelitian ini adalah kualitas produk dan kemudahan berpengaruh positif dan signifikan terhadap kepuasan nasabah, yang artinya kualitas produk dan kemudahan membuat nasabah pengguna mobile banking di bank Mandiri KCP Jakarta RS Persahabatan merasa puas pada layanan mobile banking Livin’. This research aims to discover how much influence product quality and convenience have on customer satisfaction of Bank Mandiri users of the Livin mobile banking application.This research was conducted with an associative strategy. The research method used is a survey method as part of a quantitative approach. The type of data used is primary data. Data collection techniques used literature studies and questionnaires given to bank Mandiri customers who were active users of Livin' mobile banking using the google form application. The results showed that product quality and convenience had a positive and significant effect on customer satisfaction, product quality had an effect of 0.226 or 22.6%, while convenience had an effect of 0.604 or 60.4%. The conclusion from the results of this study is that product quality and convenience have a positive and significant effect on customer satisfaction, which means that product quality and convenience make customers who use mobile banking at Bank Mandiri KCP Jakarta Persahabatan Hospital satisfied with the Livin mobile banking service.
| Item Type: | Thesis (Skripsi) | ||||||||
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| Subjects: | Manajemen > Manajemen Pemasaran | ||||||||
| Divisions: | S1 Manajemen | ||||||||
| Depositing User: | AMELIA RIZKI RAMADHANI | ||||||||
| Date Deposited: | 27 Sep 2022 03:54 | ||||||||
| Last Modified: | 27 Sep 2022 03:54 | ||||||||
| URI: | http://repository.stei.ac.id/id/eprint/8492 |
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