PENGARUH KUALITAS PELAYANAN, MOBILE BANKING DAN TINGKAT SUKU BUNGA TERHADAP KEPUASAN BERTRANSAKSI NASABAH (STUDI KASUS DI BANK VICTORIA CABANG PASAR BARU)

Abstrak

This study was conducted with the aim of knowing the effect of service quality, mobile banking, and interest rates that have been applied by Bank Victoria Branch Pasar Baru to customer satisfaction. The data collection technique used a questionnaire/questionnaire by using a population of all customers of Bank Victoria Branch Pasar Baru using savings products and the sampling technique using convenience sampling. The research method used is multiple linear regression analysis using IBM SPSS version 20 software. The results obtained indicate that service quality and mobile banking have a significant influence on customer satisfaction. While the interest rate has no significant effect on customer satisfaction. Overall, service quality, mobile banking and interest rates have a significant influence on customer satisfaction with a value of 81.6%.