ANALISIS PENGARUH KUALITAS LAYANAN, KEMUDAHAN DAN FITUR PRODUK TERHADAP KEPUASAN NASABAH DALAM PENGGUNAAN APLIKASI BIMA MOBILE (STUDI DI KOTA SEMARANG)

Alimah, Khoiriatul (2025) ANALISIS PENGARUH KUALITAS LAYANAN, KEMUDAHAN DAN FITUR PRODUK TERHADAP KEPUASAN NASABAH DALAM PENGGUNAAN APLIKASI BIMA MOBILE (STUDI DI KOTA SEMARANG). Skripsi thesis, STIE Bank BPD Jateng.

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Abstract

This research aims to analyze the influence of service quality, convenience, and product features on customer satisfaction among those who use Bima Mobile mobile banking in Semarang City. The population in this research is Bima Mobile Bank Jateng users who live in Semarang City. The sampling technique used in this research was purposive sampling. The number of samples used was 100 respondents, with the criteria being customers who used the Bima Mobile application and lived in Semarang City. The data collection process was carried out through a questionnaire distributed to respondents online via Google Forms. Data analysis techniques in this research include data quality testing, classical assumption testing, multiple linear regression analysis, hypothesis testing, and model feasibility testing. Based on the research results, it was found that service quality, convenience, and product features have a positive and significant influence on customer satisfaction in using Bima Mobile in Semarang City.

Item Type: Thesis (Skripsi)
Additional Information: Penelitian ini bertujuan untuk menganalisis pengaruh kualitas layanan, kemudahan, dan fitur produk terhadap kepuasan nasabah yang menggunakan mobile banking Bima Mobile di Kota Semarang. Populasi dalam penelitian ini adalah nasabah pengguna Bima Mobile Bank Jateng yang berdomisili di Kota Semarang. Teknik sampling yang digunakan dalam penelitian ini adalah purposive sampling. Jumlah sampel yang digunakan sebanyak 100 responden dengan kriteria nasabah yang menggunakan aplikasi Bima Mobile dan berdomisili di Kota Semarang. Proses pengumpulan data dilakukan melalui kuesioner yang disebarkan kepada responden secara daring melalui Google Forms. Teknik analisis data dalam penelitian ini mencakup uji kualitas data, uji asumsi klasik, analisis regresi linear berganda, uji hipotesis, dan uji kelayakan model. Berdasarkan hasil penelitian, diperoleh hasil bahwa kualitas layanan, kemudahan, fitur produk memiliki pengaruh positif dan signifikan terhadap kepuasan nasabah dalam penggunaan Bima Mobile di Kota Semarang.
Uncontrolled Keywords: kualitas layanan, kemudahan, fitur produk, kepuasan nasabah, mobile banking
Subjects: H Social Sciences > H Social Sciences (General)
H Social Sciences > HB Economic Theory
H Social Sciences > HN Social history and conditions. Social problems. Social reform
Divisions: Faculty of Law, Arts and Social Sciences > School of Management
Depositing User: Wisudawan S1
Date Deposited: 22 Sep 2025 04:38
Last Modified: 22 Sep 2025 04:38
URI: http://eprints.stiebankbpdjateng.ac.id/id/eprint/2672

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