PENGARUH KEPERCAYAAN, KUALITAS LAYANAN DAN KUALITAS PRODUK TERHADAP KEPUASAN NASABAH MENGGUNAKAN MOBILE BANKING PADA BANKALTIMTARA SAMARINDA

Abstract

This research aims to determine the influence of trust, service quality and product quality on customer satisfaction using mobile banking. This research uses primary data obtained through distributing questionnaires to Bankaltimtara customers as measured using a Likert scale. The data analysis technique used is Validity Test and Reliability Test and Hypothesis testing consisting of Partial Test (t Test), Simultaneous Test (F Test) and Determination Coefficient (R²) using testing tools in the form of the IBM SPSS Statistics version 25 data processing program . The type of research is a quantitative research model. The data analysis method uses a multiple linear regression analysis model. The total research sample was 144 respondents. The research results show that partially the variables trust, service quality and product quality have a positive and significant effect on customer satisfaction using mobile banking at Bankaltimtara in Samarinda. Stimulantly, the variables trust, service quality and product quality have a significant positive effect on customer satisfaction using mobile banking at Bankaltimtara in Samarinda.