ANALISIS PENGARUH KUALITASTELLER DAN FASILITAS E-CHANNEL TERHADAP KEPUASAN NASABAH BANK BNI KC PANGKALPINANG (STUDI KASUS BNI KC PANGKALPINANG)

Abstrak

This thesis was written and prepared by Mila Rahmadanti with Student Identification Number 640190043, entitled "Analysis of Teller Service Quality and E-channel Facilities on Customer Satisfaction at Bank BNI KC Pangkalpinang." This research was conducted from August 2023 to January 2024, has pages without attachments. The purpose of this research is to determine the quality of teller services and e-channel facilities on customer satisfaction at Bank BNI KC Pangkalpinang. This research method uses a quantitative descriptive approach. Data was collected by distributing questionnaires to 67 respondents in this study who were customers of Bank BNI KC Pangkalpinang. The sample was determined using the Purposive Sampling technique. Data analysis uses Validity Test, Reliability Test, Classic Assumption Test, Multiple Linear Regression Test, Simultaneous Test (F Test) and Partial Test (t Test) processed with JASP. The research results show (1) Teller Service Quality has a partial effect on Customer Satisfaction with a significance value of <.001 which is smaller than 0.05 and the tcount value of 4.379 is greater than the ttable value of 1.66105. (2) E-Channel facilities have a partial effect on Customer Satisfaction with a significance value of 0.003 which is smaller than 0.05 and the tcount value has a value of 5.042 which is greater than the ttable value of 1.66105. (3) The quality of Teller service and E-Channel Facilities have a simultaneous effect with a significance value of <.001 which is smaller than 0.05 and the fcount value of 88.446 is greater than the ftable value of 3.09.