Electronic Theses and Dissertation

Abstrak penelitian ini menggunakan pendekatan kuantitatif dengan metode survei melalui penyebaran kuesioner kepada 114 responden nasabah pengguna mobile banking action bank aceh yang dipilih menggunakan teknik purposive sampling. analisis data dilakukan menggunakan regresi linear berganda melalui aplikasi spss versi 25. hasil penelitian menunjukkan bahwa variabel customer intimacy dan perceived usefulness tidak berpengaruh signifikan terhadap kepuasan nasabah, sementara itu, variabel perceived ease of use berpengaruh positif dan signifikan terhadap kepuasan nasabah. artinya, semakin mudah aplikasi mobile banking action bank aceh dipelajari dan digunakan, maka semakin tinggi tingkat kepuasan nasabah. secara simultan, ketiga variabel (customer intimacy, perceived usefulness, dan perceived ease of use) berpengaruh signifikan terhadap kepuasan nasabah. temuan ini mengindikasikan bahwa kemudahan penggunaan menjadi faktor utama yang memengaruhi tingkat kepuasan pengguna dalam menggunakan layanan mobile banking action bank aceh. oleh karena itu, peningkatan aspek kemudahan akses dan pengalaman pengguna perlu terus diperhatikan oleh pihak bank agar mampu mempertahankan serta meningkatkan kepuasan nasabah. kata kunci: customer intimacy, perceived usefulness, perceived ease of use, kepuasan nasabah, mobile banking

ABSTRACT This study aims to analyze the influence of Customer Intimacy, Perceived Usefulness, and Perceived Ease of Use on Customer Satisfaction in using the Mobile banking Action Bank Aceh application. The research employed a quantitative approach using a survey method by distributing questionnaires to 114 respondents who are users of the Mobile banking Action Bank Aceh. The sampling technique used was purposive sampling, and the data were analyzed using multiple linear regression with SPSS version 25. The results show that the variables Customer Intimacy and Perceived Usefulness have no significant effect on customer satisfaction, respectively. Meanwhile, Perceived Ease of Use has a positive and significant effect on customer satisfaction. This indicates that the easier the Mobile banking Action Bank Aceh application is to learn and use, the higher the level of customer satisfaction. Simultaneously, the three variables (Customer Intimacy, Perceived Usefulness, and Perceived Ease of Use) significantly influence customer satisfaction. These findings indicate that ease of use is the most dominant factor affecting user satisfaction in using the Mobile banking Action Bank Aceh service. Therefore, improving accessibility and user experience should remain a priority for the bank to enhance and maintain customer satisfaction levels. Keywords: Customer Intimacy, Perceived Usefulness, Perceived Ease of Use, Customer Satisfaction, Mobile Banking