Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Nasabah Dalam Penggunaan Mobile Banking Bank Sumut Pada Asn Di Badan Pendapatan Daerah Provinsi Sumatera Utara

Abstract

This study aims to determine the effect of service quality and trust on customer satisfaction in the use of Bank Sumut's Mobile Banking services, focusing on civil servants (ASN) at the Regional Revenue Agency of North Sumatra Province. This study uses a quantitative method. The population in this study is ASN at the Regional Revenue Agency of North Sumatra Province, with a sample of 67 respondents determined using purposive sampling. The data used are primary and secondary data. Data collection was conducted using a closed-ended questionnaire distributed directly to respondents. The statistical method used in this study is multiple linear regression with the assistance of SPSS version 23. The results of this study indicate that service quality and trust have a positive and significant partial effect on customer satisfaction. The results of this study are expected to provide concrete input for Bank Sumut to improve the quality of its digital Mobile Banking services.