Peran Layanan Mobile Bangking dalam Meningkatkan Kepuasan dan Loyalitas Nasabah PT Bank Tabungan Negara (Persero), Tbk Jemursari, Surabaya

Authors

  • Alif Fianur Fadila Administrasi Bisnis, UPN “Veteran” Jawa Timur, Indonesia
  • Acep Samsudin Administrasi Bisnis, UPN “Veteran” Jawa Timur, Indonesia

Keywords:

Penerapan M-Banking dalam Meningkatkan Layanan Perbankan

Abstract

Tujuan penelitian ini adalah untuk mengetahui dan memahami penerapan Mobile Banking dalam meningkatkan mutu layanan perbankan di PT Bank Tabungan Negara (Persero,) Tbk. KCP Jemursari. Menggunakan pendekatan kualitatif dengan metode melalui pengumpulan data dari wawancara dan observasi. Penelitian ini mengidentifikasi faktor-faktor lain yang berkontribusi terhadap kepuasan nasabah, seperti keamanan transaksi, dukungan layanan pelanggan yang responsif, fitur-fitur inovatif dalam aplikasi, dan kendala dalam aplikasi. Hasil penelitian ini menunjukkan bahwa terjadi peningkatan nasabah yang menggunakan mobile banking, karena memberikan kemudahan dan menghemat waktu nasabah dalam melakukan transaksi perbankan.

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Published

19-01-2025

How to Cite

Fadila, A. F., & Samsudin, A. (2025). Peran Layanan Mobile Bangking dalam Meningkatkan Kepuasan dan Loyalitas Nasabah PT Bank Tabungan Negara (Persero), Tbk Jemursari, Surabaya. Jurnal Pendidikan Tambusai, 9(1), 3158–3164. Retrieved from http://jptam.org/index.php/jptam/article/view/24773

Issue

Vol. 9 No. 1 (2025)

Section

Articles of Research

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