PENGARUH KUALITAS PELAYANAN, PERSEPSI MANFAAT, DAN KEMUDAHAN TERHADAP KEPUASAN NASABAH BERTRANSAKSI (Studi Kasus Pada Bank Kaltimtara) DI KOTA SAMARINDA

Abstract

This study aims to determine the effect of service quality, perceived benefits and convenience on customer satisfaction in transactions at Bank Kaltimtara. This study uses primary data obtained through distributing questionnaires to Bank Kaltimtara customers measured by a Likert scale. The data analysis techniques used are Validity Test and Reliability Test and Hypothesis testing consisting of Partial Test (t Test), Simultaneous Test (F Test) and Determination Coefficient ()  using testing tools in the form of IBM SPSS Statistics version 27 data processing program. The type of research is a quantitative research model. The data analysis method uses a multiple linear regression analysis model. The number of research samples is 160 respondents. The results of the study are (1) service quality has an influence on customer satisfaction, (2) perceived benefits have an influence on customer satisfaction, (3) convenience has an influence on customer satisfaction, (4) Simultaneously, the variables of service quality, perceived benefits, and convenience have a significant positive effect on customer satisfaction at Bank Kaltimtara.