Analysis Of the Influence of The Quality of Automatic Teller Machine (ATM) and Mobile Banking Services on Bank Mandiri Customer Satisfaction in The South Jakarta Region

Desyana Susanti1*, & Dionysia Kowanda2
1,2 Department of Management, Gunadarma University, Indonesia
DOI – http://doi.org/10.37502/IJSMR.2024.7111

Abstract

Bank Mandiri is one of the banks with the largest number of customers in Indonesia. This research aims to analyze the level of influence of ATM and mobile banking service quality on Bank Mandiri customer satisfaction. The method used in this research is a quantitative descriptive method. Research Place in the South Jakarta area. The customer population is 170 people with a sampling method using the Slovin technique. Research data was obtained by distributing questionnaires to Mandiri Bank customers with a sample of 120 respondents. The data analysis technique uses multiple linear regression tests. Analysis of ATM service quality uses five dimensions, namely tangible, responsiveness, assurance, reliability and empathy. Analysis of mobile banking service quality uses five dimensions, namely security, convenience, comfort, design and application system. Measuring customer satisfaction uses five dimensions from Hawkins and Lonney’s research, namely conformity to expectations, interest in revisiting, and willingness to recommend. The research results show that overall customers are satisfied with Bank Mandiri’s ATM and mobile banking services.

Keywords: Customer Satisfaction, Automatic Teller Machine (ATM), Mobile Banking.

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