Pengaruh Fasilitas Layanan Mobile Banking, Automatic Teller Machine, dan Penanganan Keluhan Terhadap Tingkat Kepuasan Nasabah Bank BTN Syariah Pekalongan (Studi Kasus Nasabah Bank BTN Syariah KCPS Pekalongan)

Duwi Septiani, Sara (2025) Pengaruh Fasilitas Layanan Mobile Banking, Automatic Teller Machine, dan Penanganan Keluhan Terhadap Tingkat Kepuasan Nasabah Bank BTN Syariah Pekalongan (Studi Kasus Nasabah Bank BTN Syariah KCPS Pekalongan). Undergraduate Thesis thesis, UIN K.H. Abdurrahman Wahid Pekalongan.

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Abstract

Pada era globalisasi dimana perkembangan perekonomian berkembang sangat pesat dan cepat. Pesatnya persaingan bisnis membuat inovasi bisnis dan persaingan bisnis semakin meningkat. Adapun tujuan dari penelitian ini adalah untuk menguji pengaruh fasilitas layanan mobile banking, automatic teller machine, dan penanganan keluhan terhadap kepuasan nasabah. Penelitian ini merupakan jenis penelitian lapangan dengan pendekatan kuantitatif. Sampel yang diambil yaitu nasabah bank btn syariah dengan 68 responden, menggunakan teknik non-probality sampling dan purposive sampling. Metode pengumpulan data menggunakan kuesioner dan wawancara pada pra penelitian dengan uji validitas dan reliabilitas. Teknik analisa data yang digunakan antara lain uji asumsi klasik, uji regresi linear berganda, uji t, uji f, dan uji koefisien determinasi dengan bantuan IBM SPSS 24. Hasil penelitian menunjukan bahwa mobile banking dan automatic teller machine berpengaruh terhadap tingkat kepuasan nasabah. Namun penanganan keluhan tidak berpengaruh terhadap tingkat kepuasan nasabah. Dari hasil tersebut bisa disimpulkan bahwa sebagian nasabah belum pernah mengalami permasalahan yang memerlukan pengajuan keluhan, sehingga mereka belum merasakan secara langsung kualitas penanganan keluhan yang diberikan. Kata Kunci : Mobile Banking, Automatic Teller Machine, Penanganan Keluhan, Kepuasan Nasabah ABSTRACT SARA DUWI SEPTIANI, The Influence of Mobile Banking Service Facilities, Automatic Teller Machines, and Complaint Handling on Customer Satisfaction Levels at Bank BTN Syariah Pekalongan (Case Study of Bank BTN Syariah KCPS Pekalongan Customers) In the era of globalization where economic development is growing very rapidly and quickly. The rapid business competition makes business innovation and business competition increase. The purpose of this study is to test the influence of mobile banking service facilities, automatic teller machines, and complaint handling on customer satisfaction. This study is a type of field research with a quantitative approach. The sample taken was bank btn syariah customers with 68 respondents, using non-probability sampling and purposive sampling techniques. The data collection method used questionnaires and interviews in pre-research with validity and reliability tests. Data analysis techniques used include classical assumption tests, multiple linear regression tests, t-tests, f-tests, and coefficient of determination tests with the help of IBM SPSS 24. The results of the study indicate that mobile banking and automatic teller machines have an effect on customer satisfaction levels. However, complaint handling does not affect customer satisfaction levels. From these results, it can be concluded that some customers have never experienced problems that require filing complaints, so they have not directly felt the quality of complaint handling provided. Keywords: Mobile Banking, Automatic Teller Machine, Complaint Handling, Customer Satisfaction

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