Banking Digitalization In Improving Services To Customer Satisfaction (Case Study Of Mandiri Syariah Bank Kc Bekasi)
Abstract
This study aims to determine the effect of Bank Syariah Mandiri digital services on customer satisfaction both partially and simultaneously viewed using the E-Servqual dimension, namely Efficiency, reliability, fulfillment, privacy, responsiveness, compensation, contact). However, the compensation dimension cannot be used because there is no implementation in banking in Indonesia. The data used in this study are primary data obtained directly from the answers of 100 respondents who are customers of Bank Syariah Mandiri who use electronic bank service facilities such as ATMs, BSM Net Banking, SMS Banking, and Mobile Banking. The analytical method used is multiple linear regression analysis methods. Based on the results of the study note that the variables Efficiency, fulfillment, and contact influence customer satisfaction from the calculated value Tcount greater than the value of Ttable 1.661. The variable that dominates the influence of customer satisfaction is the Contact variable. The privacy variables and responsiveness do not affect because Tcount is smaller than Ttable. While the simultaneous test results, the six variables together have a significant effect on customer satisfaction with Fcount of 29,139. In the coefficient of determination (R²) test, the variation of the independent variables used in the model can explain at 65.3% the variation of the dependent variable.
Keywords: Digital Banking Services, Service Quality, Customer Satisfaction.
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