ANALISIS PENGARUH E-SERVICE QUALITY, PERSEPSI KEMUDAHAN, FITUR INOVATIF DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH DALAM MENGGUNAKAN LAYANAN MOBILE BANKING (Studi Pada Nasabah Bank Syariah Nasional Bandar Lampung)

Wulan, Anggreini (2026) ANALISIS PENGARUH E-SERVICE QUALITY, PERSEPSI KEMUDAHAN, FITUR INOVATIF DAN KEPERCAYAAN TERHADAP KEPUASAN NASABAH DALAM MENGGUNAKAN LAYANAN MOBILE BANKING (Studi Pada Nasabah Bank Syariah Nasional Bandar Lampung). Diploma thesis, UIN Raden Intan Lampung.

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Abstract

ABSTRAK Penelitian ini bertujuan untuk menganalisis pengaruh E Service Quality, persepsi kemudahan, fitur inovatif, dan kepercayaan terhadap kepuasan nasabah dalam menggunakan layanan mobile banking pada bank BSN Bandar Lampung. Perkembangan teknologi digital dalam industri perbankan mendorong bank untuk meningkatkan kualitas layanan elekronik guna memenuhi kebutuhan dan harapan nasabah. Kepuasan nasabah menjadi faktor penting dalam menjaga keberlanjutan penggunaan layanan mobile banking serta meningkatkan loyalitas nasabah. Penelitian ini menggunakan pendekatan kuanatitatif dengan metode survei. Data primer diperoleh melalui penyebaran kuesioner kepada nasabah bank BSN Bandar Lampung yang menggunakan layanan mobile banking. Teknik pengambilan sampel menggunakan purposive sampling dengan jumlah responden sebanyak 100 orang. Teknik analisis data yang digunakan adalah uji validitas, uji reabilitas, uji asumsi klasik, analisis regresi linear berganda, uji t (parsial), uji f (simultan), dan koefisien determinasi (R²). Hasil penelitian menunjukkan bahwa secara parsial E-Service Quality berpengaruh positif dan signifikan terhadap kepuasan nasabah. Persepsi kemudahan juga berpengaruh positif dan signifikan terhadap kepuasan nasabah. Fitur inovatif terbukti berpengaruh positif dan signifikan terhadap kepuasan nasabah. Kepercayaan memiliki pengaruh positif dan signifikan terhadap kepuasan nasabah. Secara simultan, E Service Quality, Persepsi kemudahan, Fitur inovatif, Dan kepercayaan berpengaruh positif dan signifikan terhadap kepuasan nasabah dalam menggunakan layanan mobile banking. Kata Kunci : E-Service Quality, Persepsi Kemudahan, Fitur Inovatif, Kepercayaan, Kepuasan Nasabah, Mobile Banking. ABSTRACT This research examines the influence of E-Service Quality, Perceived Ease of Use, Innovative Features, and Trust on Customer Satisfaction in the use of mobile banking services at Bank BSN Bandar Lampung. The advancement of digital banking technology has intensified competition among financial institutions, requiring banks to enhance the quality of their electronic services to fulfill customer expectations. Customer satisfaction is considered a key factor in ensuring continued usage of mobile banking and strengthening long term customer relationships. A quantitative research design was applied using a survey approach. Primary data were obtained by distributing questionnaires to 100 mobile banking users of Bank BSN Bandar Lampung selected through purposive sampling. The collected data were analyzed using validity and reliability tests, classical assumption tests, multiple linear regression analysis, partial testing (t-test), simultaneous testing (F-test), and the coefficient of determination (R²). The findings reveal that E-Service Quality positively and significantly affects Customer Satisfaction. Perceived Ease of Use also demonstrates a positive and significant impact on Customer Satisfaction. In addition, Innovative Features contribute positively and significantly to Customer Satisfaction. Trust is likewise found to have a positive and significant influence on Customer Satisfaction. Furthermore, all independent variables simultaneously show a significant effect on Customer Satisfaction in mobile banking usage. Keywords: E-Service Quality, Perceived Ease of Use, Innovative Features, Trust, Customer Satisfaction, Mobile Banking.

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