Pengaruh Pelayanan Digital dan Pelayanan Konvensional terhadap Kepuasan Nasabah Bank Sumsel Babel Cabang Prabumulih
DOI:
https://doi.org/10.47747/jnmpsdm.v2i3.364Keywords:
pelayanan digital, pelayanan konvensional, kepuasan nasabahAbstract
Abstract
This study aims to analyze the magnitude of the influence of digital services and conventional services on customer satisfaction at Bank Sumsel Babel Prabumulih Branch. Primary data obtained from the results of customer questionnaire answers as many as 140 customers. The collection of population samples is carried out without regard to the existing stratum in the population (sample random sampling). Data is obtained from customers who make transactions from April 2021 – June 2021. Data analysis uses the SPSS program. From the results of the analysis, it is found that digital services have no significant effect on customer satisfaction. However, conventional services have a significant effect on customer satisfaction.
Abstrak
Penelitian ini bertujuan untuk menganalisis besarnya Pengaruh pelayanaan digital dan pelayanan konvensioal terhadap kepuasan nasabah di Bank Sumsel Babel Cabang Prabumulih. Data primer diperoleh dari hasil jawaban kuesioner nasabah sebanyak 140 nasabah. Pengumpulan sampel populasi dilakukan secara tanpa memperhatikan strarta yang ada dalam populasi (sample random sampling). Data diperoleh dari nasabah yang melakukan transaksi dari bulan bulan April 2021 – Juni 2021. Analisis data menggunakan program SPSS. Dari hasil analisis diperoleh bahwa pelayanan digital tidak berpengaruh signifikan terhadap kepuasan nasabah. Akan tetapi pelayanan konvensional berpengaruh signifikan terhadap kepuasan nasabah.
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Copyright (c) 2021 Andi Mawardi, Hasmawaty A.R.
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