Perspektif Nasabah atas E-SERVQUAL terhadap Kepuasan Pengguna Mobile Banking

Gadis Sagita Amalia, Alfonsa Dian Sumarna

Abstract


This study aims to examine the partial influence of site organization, reliability, responsiveness, user-friendliness, personal needs, and efficiency on customer satisfaction. This study used a quantitative approach with primary data collected through questionnaires. The study sample consisted of 85 employees of RSBP (Hospital Management Agency) Batam, selected using purposive sampling based on specific criteria. The analysis tool used was multiple linear regression. The results showed that partially, site organization, responsiveness, user-friendliness, personal needs, and efficiency significantly influenced customer satisfaction. Meanwhile, reliability was not empirically proven to influence customer satisfaction with Mandiri mobile banking. The implication of this finding is that mobile banking service providers need to continuously improve user convenience, responsiveness, and meeting customer personal needs, as these aspects have been shown to be crucial in shaping customer satisfaction. Meanwhile, the insignificant effect of service reliability indicates that customers may have considered reliability as a minimum standard, making it no longer a differentiating factor in satisfaction.

Keywords


Efficiency, Customer Needs, Personal Needs, User Friendly, Reliability.

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DOI: http://dx.doi.org/10.33087/ekonomis.v10i2.2827

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