Pengaruh Literasi Keuangan Dan Self Service Technology Terhadap Customer Satisfaction Pada Nasabah Bank Bumn Wilayah Kota Dan Kabupaten Kediri

Cahyani, Risma Gesang Ayu (2024) Pengaruh Literasi Keuangan Dan Self Service Technology Terhadap Customer Satisfaction Pada Nasabah Bank Bumn Wilayah Kota Dan Kabupaten Kediri. Skripsi thesis, Universitas Kadiri.

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Abstract

This study aimed to determine the effect of financial literacy and self service technology, including Automatic Teller Machine (ATM) and mobile banking, on customer satisfaction among BUMN Bank customers in Kediri City and Regency. The research, which is quantitative in nature, used primary data and included 100 respondents selected through purposive sampling. Data was processed using SPSS version 22. Based on the tests that have been carried out, it is known that partially the financial literacy variable (X1) has no significant effect on the customer satisfaction variable (Y), while the Automatic Teller Machine (ATM) (X2), and mobile banking (X3) partially have a significant effect on the variable customer satisfaction (Y), and simultaneously the three independent variables have a significant influence on the customer satisfaction variable (Y). The independent variables accounted for 49.3% of the influence on customer satisfaction, while the remaining 50.7% was due to other factors outside this study. This confirms that financial literacy and self service technology in the banking industry significantly affect customer satisfaction, especially among BUMN Bank customers in the Kediri City and Regency Region. Keywords: financial literacy, Automatic Teller Machine (ATM), mobile banking, customer satisfaction

Item Type:	Thesis (Skripsi)
Subjects:	H Social Sciences > HC Economic History and Conditions
Divisions:	Fakultas Ekonomi > Prodi Ekonomi Pembangunan S1
Depositing User:	NR Nurul Huda
Date Deposited:	24 May 2025 05:58
Last Modified:	24 May 2025 05:58
URI:	http://repository.unik-kediri.ac.id/id/eprint/807

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