PENGARUH KUALITAS LAYANAN MOBILE BANKING DAN TINGKAT KEPERCAYAAN TERHADAP KEPUASAN NASABAH BANK NTB SYARIAH CABANG SUMBAWA

Abstract

This study aims to determine the effect partially and simultaneously
quality of mobile banking services and level of confidence in customer satisfaction
Bank NTB Syariah, Sumbawa Branch. This research is descriptive research
quantitative. The type of data used is primary data obtained from the results
distributing questionnaires to customers of Bank NTB Syariah, Sumbawa Branch.
The sample in the study was 100 respondents who were user customers
Bank NTB Syariah Sumbawa Branch mobile banking service. Data analysis method
used is multiple linear regression which includes partial test, simultaneous test, and test
the coefficient of determination. The results showed that partially and simultaneously
service quality and customer trust level have a positive and significant effect
to customer satisfaction of users of mobile banking services. Apart from that, ability
independent variable in explaining the dependent variable based on the value of Adjusted R Square
76.9% and the remaining 23.1% is influenced by other variables that are not
discussed in this study.