Pengaruh Mobile Banking dan Kualitas Layanan Perbankan terhadap Kepuasan Mahasiswa Universitas Islam Malang

Agil Wijaya, Dwiyani Sudaryanti, Dyah Arini Rudiningtyas

Abstract


The rapid development of digital technology has encouraged the adoption of mobile banking and the improvement of banking service quality to enhance customer satisfaction. This study aims to analyze the influence of Mobile Banking and Banking Service Quality on the satisfaction of students at Universitas Islam Malang as bank customers. This study aims to analyze the effect of Mobile Banking and Banking Service Quality on the satisfaction of students at Universitas Islam Malang as bank customers. A quantitative approach with an associative method was employed using 252 respondents selected through purposive sampling. Data were collected using questionnaires and analyzed through multiple linear regression. The results show that Mobile Banking and Banking Service Quality have a positive and significant effect on student satisfaction, both partially and simultaneously. Banking Service Quality is the most dominant variable. The study concludes that improving mobile banking and banking service quality can enhance student satisfaction with banking services. This study concludes that improving the quality of mobile banking and banking service quality can enhance the satisfaction of Universitas Islam Malang students as bank customers.
Keywords: Mobile banking, banking service quality, student satisfaction.


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References


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