PENGARUH INTERNET BANKING, 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