PENGARUH KUALITAS PELAYANAN BSI MOBILE TERHADAP KEPUASAN NASABAH DI BANK SYARIAH INDONESIA MALUKU UTARA

Mujahidin Hafid, NIM.: 22208011025 (2024) PENGARUH KUALITAS PELAYANAN BSI MOBILE TERHADAP KEPUASAN NASABAH DI BANK SYARIAH INDONESIA MALUKU UTARA. Masters thesis, UIN SUNAN KALIJAGA YOGYAKARTA.

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Abstract

This research intends to examine the influence of BSI mobile service quality on customer satisfaction at Bank Syariah Indonesia, North Maluku. This research uses a quantitative approach using primary data. Data was collected through a questionnaire distributed to the people of North Maluku Province who had used BSI mobile, with a sample size of 200 people. Multiple Linear Regression was used to analyze the data in this research using the SPSS 26 tool. The findings of this research show that the variables of reliability, efficiency, security/privacy and access capability influence customer satisfaction using BSI mobile. Meanwhile, the variables of fulfillment, responsiveness and features have no effect on customer satisfaction using BSI mobile. The results of these findings are expected to contribute to the understanding of BSI mobile user satisfaction, especially in the context of mobile banking services from an academic perspective.

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