PENGARUH FITUR LAYANAN, MANFAAT DAN KEAMANAN TERHADAP KEPUASAN NASABAH MENGGUNAKAN APLIKASI DALAM GENGGAMAN (DG) BANKALTIMTARA CABANG TENGGARONG

Abstract

This study aims to determine the Effect of Service Features, Benefits and Security on Customer Satisfaction Using the Application in Denggaman (DG) Bankaltimtara Tenggarong branch. This study used a quantitative approach, using primary data through questionnaires. The respondents in this study were Bankaltimtara Tenggarong branch customers with qualifications who used the Bankaltimtara In Hand Application (DG). The Independent Variables used in this study were Service Features, Benefits and Safety. While the dependent variable in this study is Customer Satisfaction. In this study, the analysis tool used was multiple linear regression with the help of Software Statistical Product and Servies Solutions (SPSS) version 20. This study used multiple linear regression analysis with the equation Y = 3.672 + 0.332 X1 + 0.545 X2 + 0.166 X3. The regression coefficient of the service feature variable (X1) has a calculated value of ttable > (4.523 > 1.977) with a significant value of 0.000 < 0.05. The benefit variable (X2) has a calculated value of > ttable (9.021 > 1.977) with a significant value of 0.000 < 0.05. The security variable (X3) has a calculated value of > ttable (2.797 > 1.977) with a significant value of 0.006 < 0.05. Then it can be concluded that H1, H2 and H3 are accepted. The results of this study also show that the value of fcalculate is greater than the ftable of (53.745 > 3.060) supported by a significant value of 0.000 < 0.05, then H0 is accepted and H4 is accepted so that it can be concluded that the variables of service features, benefits and security simultaneously have a positive and significant influence on customer satisfaction using the Bankaltimtara Tenggarong Branch In Hand Application (DG).