Date: 20-09-2020 Digital Publication Services : OSREL | JABM | JAM | ABMR | ABMCS

PENGARUH KUALITAS PELAYANAN DAN INTERNET BANKING TERHADAP KEPUASAN NASABAH PADA BANK BRI KANTOR CABANG ATAMBUA

Detail
Author Pricilla Journalistha Mali Mau
Category Manajemen Pemasaran

Abstract

This study is intended to determine the effect of service quality and internet banking on satisfaction at Bank BRI Branch Office Atambua. This study was included in associative research with a quantitative approach by means of surveys. The population in this study were BRI internet banking users at the Atambua BRI Branch Office. The sampling technique used purposive sampling technique as many as 100 respondents. The variables in this study are service quality (X1) and internet banking (X2) while the dependent variable is satisfaction (Y). Data collection using a questionnaire. Data analysis methods used are validity test, reliability test, and classical assumption test with multicolienierity, normality test, heteroscedasticity test, and autocercalation test. Hypothesis testing using multiple analysis, f test, t test and coefficient of determination (R Square). The results showed that (1) the service quality variable was partially to the satisfaction of the Bank BRI Atambua Branch Office. (2) Internet banking variables are partial to satisfaction with Bank BRI Atambua Branch Office. (3) Simultaneously the variables of service quality and internet banking have a significant influence on customer satisfaction at Bank BRI Atambua Branch Office.