Analisis Pengaruh E-Service Quality terhadap Kepuasan Nasabah PT Bank Tabungan Negara (Persero) Tbk Kantor Cabang Pematang Siantar

Abstract

The decrease in the number of BTN Mobile Banking users at the BTN Pematang Siantar Branch Office requires thorough analysis to identify the underlying causes of this decline. The aim of the research is to test and analyze the effect of e-service quality on customer satisfaction at PT Bank Tabungan Negara (Persero) Tbk, Pematang Siantar Branch Office. The population of this research is all customers of PT Bank Tabungan Negara (Persero) Tbk, Pematang Siantar Branch Office, including individual customers, debtors and payroll customers who use BTN Mobile Banking from January to March 2023, which amounted to 7,023 customers. The sample of this research is 380 people. A multiple linear regression analysis is used as the analysis technique. The results of statistical testing show that efficiency, reliability, fulfilment, and privacy have a partial effect on customer satisfaction at PT Bank Tabungan Negara (Persero) Tbk, Pematang Siantar Branch Office. The results of simultaneous testing show that efficiency, reliability, fulfilment, and privacy have a simultaneous effect on customer satisfaction at PT Bank Tabungan Negara (Persero) Tbk, Pematang Siantar Branch Office.