Pengaruh Kualitas Pelayanan Mobile Banking Terhadap Kepuasan Nasabah Tabungan BSM di Bank Syariah Mandiri KCP Rancaekek

ABSTRACT

Aldi Maulana, Effect of Mobile Banking Service Quality on Customer Satisfaction of BSM Savings in Bank Syariah Mandiri KCP Rancaekek (Final Project), Bab I-V, 78 Page, 15 attachment.

Banks as financial services companies need to prioritize the quality of service by providing the best service to their customers, good quality will certainly provide satisfaction for the customer itself, the creation of satisfaction will provide good benefits.

This research was conducted to find out how much influence the quality of mobile banking services on the satisfaction of BSM savings customers in Bank Syariah Mandiri KCP Rancaekek.

The research method used is quantitative descriptive method is an illustration or description of a situation objectively by analyzing data on a particular population or sample.

The results showed that the level of correlation between the effect of service quality on customer satisfaction was 0.954 and was in a very strong category. the results of the calculation of the test z influence the quality of mobile banking services on satisfaction is known that z count> z table or 7,250> 1,64. based on these results it can be concluded that H0 is rejected and HI accepted. this means that there is an influence between the quality of mobile banking services to the satisfaction of BSM savings customers.

As for the coefficient of determination obtained from the service quality of 0.910, it means that in general the quality of mobile banking services contributes 91% to satisfaction of BSM Savings in Bank Syariah Mandiri KCP Rancaekek

Keyword: Mobile banking, Service Quality, Customer

ABSTRAK

Aldi Maulana, Pengaruh Kualitas Pelayanan Mobile Banking Terhadap Kepuasan Nasabah Tabungan BSM di Bank Syariah Mandiri KCP Rancaekek (Tugas Akhir), Bab I-V, 78 Halaman, 15 Lampiran

Bank sebagai perusahaan jasa keuangan perlu mengutamakan kualitas pelayanan dengan memberikan pelayanan yang terbaik kepada nasabahnya, Kualitas yang baik tentunya akan memberikan kepuasan bagi nasabah itu sendiri, terciptanya kepuasan akan memberikan manfaat yang baik.

Penelitian ini dilakukan untuk mengetahui seberapa besar pengaruh kualitas pelayanan mobile banking terhadap kepuasan nasabah tabungan BSM di Bank Syariah Mandiri KCP Rancaekek.

Metode penelitian yang digunakan adalah metode deskriptif kuantitatif. yaitu suatu gambaran atau deskripsi tentang suatu keadaan secara objektifdengan  menganalisis data  pada populasi atau sampel tertentu.

Hasil penelitian menunjukkan bahwa tingkat korelasi pengaruh kualitas pelayanan terhadap kepuasan nasabah sebesar 0,954 dan berada dalam kategori sangat kuat. Hasil perhitungan uji z pengaruh kualitas pelayanan mobile banking terhadap kepuasan diketahui bahwa z hitung  > z tabel atau 7,250 > 1,64 . berdasarkan hasil tersebut didapat kesimpulan bahwa H0 ditolak dan HI diterima. Artinya terdapat pengaruh antara kualitas pelayanan mobile banking terhadap kepuasan nasabah tabungan BSM.

Adapun nilai koefisiensi determinasi yang diperoleh dari kualitas pelayanan sebesar 0,910 artinya secara umum kualitas pelayanan mobile banking memberikan kontribusi pengaruh sebesar 91% terhadap kepuasan nasabah Tabungan BSM di Bank Syariah Mandiri KCP Rancaekek.

Kata Kunci: Mobile Banking, Kualitas Pelayanan, Kepuasan Nasabah