Pengaruh Kualitas Layanan BRI Mobile terhadap Kepuasan Nasabah (Studi Pengguna BRI Mobile di Fakultas Ekonomi, Universitas Negeri Medan)
Abstract
Mobile Banking memenuhi seluruh kebutuhan transaksi digital nasabah, namun terdapat juga kendala dan kurangnya fitur layanan sehingga belum memenuhi ekspektasi nasabah. Penelitian ini dilakukan untuk melihat seberapa jauh dampak dari kualitas layanan yang terdapat pada aplikasi BRImo terhadap kepuasan dari nasabahnya. Penilitian dilakukan pada mahasiswa Fakultas Ekonomi Universitas Negeri Medan dengan sampel sebanyak 30 responden. Hasil penelitian menunjukkan bahwa kualitas fitur dan kualitas layanan berpengaruh terhadap kepuasan nasabah BRImo. Faktor kunci dalam industri perbankan adalah kebahagiaan nasabah. Pelanggan yang setia pada suatu bisnis sering kali mendukungnya untuk jangka waktu yang lama dan merekomendasikannya kepada orang lain beserta produknya. Metode penelitian ini menggunakan deskriptif kuantitatif karena menjelaskan gambaran responden yang diteliti dengan menggunakan validitas, reliabilitas, normalitas, regresi linier berganda, uji t, uji F dan determinasi (R2) dengan menggunakan alat aplikasi SPSS.
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