PENGARUH KUALITAS LAYANAN MOBILE BANKING TERHADAP KEPUASAN DAN LOYALITAS NASABAH DI KOTA PALEMBANG

Astradinata, Fanny Natasia (2022) PENGARUH KUALITAS LAYANAN MOBILE BANKING TERHADAP KEPUASAN DAN LOYALITAS NASABAH DI KOTA PALEMBANG. Undergraduate thesis, Universitas Katolik Musi Charitas Palembang.

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Abstract

This study aims to determine and examine the effect of mobile banking service quality on customer satisfaction and loyalty, which focuses on customers in the city of Palembang. The data used is primary data. The population in this study are customers who use mobile banking facilities in the city of Palembang. The sampling technique used is purposive sampling with a total sample of 100 respondents where each bank is 25 respondents. Hypothesis testing is done by simple regression analysis. The results obtained in this study that the quality of mobile banking services has a positive and significant influence on customer satisfaction and loyalty. Keywords: Service Quality, Customer Satisfaction, Customer Loyalty

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