Pengaruh Kualitas Pelayanan Dan Kemudahan Terhadap Loyalitas Pada Pengguna M-Banking Di Bank BNI KCP Situbondo

Abstract

Abstract

 

This study was conducted to determine the effect of service quality and convenience on loyalty to M-Banking users at Bank BNI KCP Situbondo. This research belongs to the type of explanatory research with a quantitative approach, which was conducted to examine the effect between variables. The population in this study were customers of Bank BNI KCP Situbondo who made transactions during the last 3 months, as many as 176 customers. From this population, a sample will be determined using the formula method of Slovin so that a sample of 64 samples is obtained. Data analysis in this study consisted of instrument testing, normality test, classical assumption test, multiple linear regression analysis, hypothesis testing, and coefficient of determination test (R2).

The results of this study indicate that based on the results of the t-test there is an influence between the variables of service quality and convenience on the loyalty variable of M-Banking users at Bank BNI KCP Situbondo. Adjusted R Square of 75.7% of the dependent variable, namely loyalty (Y) can be explained by the variable of service quality and convenience (X) while the rest is explained by other variables outside the research model.

 

Keywords: Quality of Service, Convenience, Ease