Cinta Loka, Handayani (2023) PENGARUH KEAMANAN, KEBEBASAN, KENYAMANAN PENGGUNAAN M-BANKING TERHADAP KEPUASAN NASABAH PT. BANK RAKYAT INDONESIA (Persero) Tbk. (Studi Pada Mahasiswa Pengguna Aplikasi BRImo di Jember). Diploma thesis, INSTITUT TEKNOLOGI DAN SAINS MANDALA.
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Abstract
ABSTRACT Indonesia is one of the countries with the largest internet users in the world, this makes banks compete to try to provide the best service to customers, one of which is through M-Banking services. This study aims to determine the influence of factors of security, freedom, comfort on customer satisfaction. This type of research used a quantitative approach to the survey method. The population of this study is students in Jember who use the BRImo application. The sample used was 70 respondents, with random sampling technique and data collection through observation, questionnaires and library research. Data analysis techniques used in this study were instrument data tests (validity and reliability tests), classic assumption tests (normality tests, multicollinearity tests, and heteroscedasticity tests), multiple linear regression, coefficient of determination (R2), and hypothesis testing (test t and F test) with the help of SPSS version 25. The results of this study indicate that partially the security variable and the variable convenience of using M-Banking have a significant effect on customer satisfaction, while the variable freedom to use M-Banking has no significant effect on customer satisfaction. Simultaneously the independent variables (security, freedom, comfort) using MBanking have a significant effect on the dependent variable (customer satisfaction). The R2 value is 0.708 or 70.8%. This means that the effect of the independent variable using M-Banking on the dependent variable is 70.8% and the remaining 29.2% is explained by other variables not examined in this study. Keywords: Security, Freedom, Convenience, Customer Satisfaction and MBanking.
| Item Type: | Thesis (Diploma) |
|---|---|
| Subjects: | H Social Sciences > HB Economic Theory |
| Divisions: | D3 PERBANKAN-D3 |
| Depositing User: | Handoko Triharso |
| Date Deposited: | 10 Feb 2025 05:26 |
| Last Modified: | 10 Feb 2025 05:26 |
| URI: | http://repo.itsm.ac.id/id/eprint/973 |
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