ANALISIS TEKNOLOGI INFORMASI MOBILE BANKING DAN PERSEPSI RISIKO TRANSAKSI TERHADAP KEPUASAN NASABAH (Studi Kasus Bank Mandiri Syariah Cabang Jemur Handayani Surabaya)

Djoko Soelistya, Heni Agustina

Abstract


In this era of technology now a very important role in the banking business the role of
technology is absolute, where in the banking system of information technology is needed to support
the progress of the banking system. The purpose of this research is to know about the effect of
Information Technology of banking car and Risk Transaction Perception on Banking Customer
Satisfaction, because many people only think about the interest in the use of banking facilities but
not many banks know the feeling of satisfaction that exist within the customer over the facility.
This research is quantitative research with explanative research type by doing observation because
it explains the relation between variables through hypothesis testing without giving treatment with
sample taken from a population using questionnaire as primary data gathering tool, and generally is
unit of individual analysis. The population taken as many as 155 respondents, taken from the
respondent employees UNUSA Yayasan RSI Surabaya. The results of this study found that a significant value variable Perception of Technology (X1) 0,000 <0.05; value of significance variable Perception on Transaction Risk (X2) 0,010 <0,05; all the variables are very significant effect on Customer Satisfaction (Y) and from the results of this study suggested that Bank Syariah Mandiri Jemur
Handayani Surabaya can improve the quality of its services, therefore the quality of good service is
an important variable factor to make customer satisfaction.

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