PENGARUH KUALITAS PRODUK KARTU ATM DAN MOBILE BANKING TERHADAP KEPUASAN NASABAH PADA BANK TABUNGAN NEGARA KANTOR CABANG MAKASSAR

Abstract

This study aims to analyze the influence of ATM card and mobile banking product quality on customer satisfaction at Bank BTN Makassar Branch Office. Service quality is measured using the SERVQUAL model, which consists of five dimensions: tangible, reliability, responsiveness, empathy, and assurance. The respondents in this study amounted to 100 individuals, selected using the simple random sampling technique. Data were collected through questionnaires and analyzed using validity tests, reliability tests, multiple linear regression analysis, classical assumption tests (normality, multicollinearity, and heteroscedasticity), and hypothesis testing to evaluate the variables' influence. The results show that the quality of ATM card and mobile banking products, both simultaneously and partially, significantly affects customer satisfaction. This study concludes that the quality of ATM card and mobile banking products at Bank BTN plays an essential role in improving customer satisfaction. It is recommended that Bank BTN enhances service accessibility, educates customers on digital features, and continuously innovates to improve the quality of products and services.