Pengaruh Kualitas Layanan Internet Banking Terhadap Tingkat Kepuasan Nasabah PT Bank Mandiri (Persero) Tbk KCP Medan Petisah

Bertha Nerphy Siahaan

doi:10.53787/iconev.v4i2.42

Authors

Bertha Nerphy Siahaan Universitas Mandiri Bina Prestasi

DOI:

https://doi.org/10.53787/iconev.v4i2.42

Keywords:

Internet, Banking, Service, Quality, Customer

Abstract

The research entitled “The Effect of Internet Banking Service Quality on Customer Satisfaction of PT. Bank Mandiri (Persero) Tbk KCP Medan Petisah". This study aims to determine whether the quality of Internet Banking services affects the level of customer satisfaction at PT Bank Mandiri (Persero) Tbk KCP Medan Petisah. The data collection technique in this study was through a questionnaire. Data processing methods: Descriptive Analysis, Simple Linear Regression, Correlation Coefficient, and Coefficient of Determination. Based on the results of the regression equation y=0.52 – 0.88x, the Correlation Coefficient value of 0.68 means that the relationship between Internet Banking service quality and customer satisfaction is in the strong category, and the results of the calculation of the Coefficient of Determination; that 46.24% of customer satisfaction is influenced by the Analysis of Internet Banking Services and 53.76% is more influenced by other factors not examined by the author

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