Pengaruh Pengunaan Mobile Banking Terhadap Kepuasan Nasabah BNI

Abstract

This study aims to determine the effect of mobile banking usage on customer satisfaction at Bank Negara Indonesia in Medan City. The development of digital technology encourages banks to provide fast, practical, and efficient services through mobile banking. This study uses a quantitative approach with a causal associative method. Data were collected through questionnaires distributed to 40 BNI mobile banking users selected using purposive sampling techniques. Data analysis was conducted using simple linear regression with the help of SPSS software. The results of the study indicate that the use of mobile banking has a positive effect on customer satisfaction. Most respondents stated that the mobile banking application is easy to use, saves time, speeds up transaction processes, and provides a sense of security in transactions. In addition, the available service features are considered complete and helpful in meeting customer transaction needs. However, the study also found obstacles in the form of system or network disruptions that are still frequently experienced by users. Overall, the level of customer satisfaction with BNI mobile banking services is relatively high, as reflected in the comfort of using the service and customers’ willingness to continue using and recommending it to others.