Pengaruh Fitur Mobile Banking dan Persepsi Nasabah Terhadap Kepuasan Pengguna Aplikasi MyBCA

Abstract

Business competition in the banking world is getting tighter both in the market and internationally. To fulfill customer satisfaction in the banking industry, the quality of service provided to customers is very important for the Company to be managed properly. In an effort to provide the best service for its customers, banks issue service products that can meet customer needs by using electronic media known as Mobile Banking. Through Mobile Banking, customers can access banking products and services offered using smartphones anywhere and anytime for 24 hours without having to come to the bank or ATM. Except for making cash withdrawal and deposit transactions. Mobile Banking services are expected to make it easier for customers to make transactions. The purpose of this study was to determine the Influence of Mobile Banking Features which include the use of applications, system security, and speed of the Mobile Banking system on BCA Palembang customer satisfaction. This research method uses a questionnaire method distributed to 100 respondents. The analysis technique used in this study is multiple linear regression to determine the effect of more than one independent variable on one dependent variable. The results of the study conducted on 100 respondents who use the BCA Mobile Banking application show that there is a relationship between the features in Mobile Banking and Customer Perceptions that affect customer satisfaction.