ANALYSIS OF THE INFLUENCE OF MOBILE BANKING SERVICES, INTERNET BANKING AND SMS BANKING ON CUSTOMER SATISFACTION IN PT BANK MANDIRI (PERSERO) Tbk OFFICE OF JAKARTA TIMUR BRANCH OFFICE

Abstract

The purpose of this study is to analyze the effect of mobile banking, internet banking and sms banking at subsidiary office Mandiri Bank east Jakarta to the the costumer satisfaction. The variables in this study consisted of mobile banking,internet banking, and SMS banking as independent variables and customer satisfaction as the dependent variable. The population in this study consisted of students and employees. Determination of the research sample using the accidental sampling method and obtaining a sample of 100 respondents based on certain criteria. The results showed that mobile banking, internet banking and SMS banking simultaneously had a significant effect on customer satisfaction. In addition, this study proves that partially Mobile banking, Internet banking, Sms banking has a significant effect on customer satisfaction.