PENGARUH INTERNETBANKING, MOBILE BANKING DAN ATM TERHADAP KEPUASAN NASABAH BANK PANIN DI KOTA BATAM

Abstract

Currently, banks have introduced Internet Banking, Mobile Banking and ATMs to improve service quality and gain satisfaction in transactions. Despite all efforts aimed at developing better and easier information technology, information technology in general is not paid attention to and utilized by customers. Therefore, an understanding of customer acceptance of information technology is needed and the need to identify factors that can facilitate customer transactions at banks, namely through ATMs, internet banking and mobile banking. Based on the background of the problem above, the formulation of the problem in this study is how the influence of Internet Banking, Mobile Banking and ATM on Panin Bank customer satisfaction both partially and simultaneously. This type of research is a field research (Field Research). seen from the nature of this research is descriptive analysis. Data collection techniques using questionnaires, documentation and literature study. The analytical method used is a quantitative descriptive approach. The research variable consists of the dependent variable, namely satisfaction (Y) and the independent variable, namely Internet Banking (X1), Mobile Banking (X2), and ATM (X3). The collected data were analyzed using multiple linear regression analysis Keywords: Internet Banking; Mobile Banking; ATM and Satisfaction.