Kemudahan Transaksi dan Kecepatan Layanan sebagai Determinan Kepuasan Nasabah Wondr By BNI Cabang Fatmawati

Abstract

Purpose– This study examines the influence of transaction convenience and service speed on customer satisfaction, focusing on users of the Wondr by BNI Mobile Banking application at the Fatmawati Branch. It aims to identify the partial and simultaneous contributions of these two variables to customer satisfaction.

Design/methodology– A quantitative approach with an associative research design was employed. The population comprised Wondr by BNI customers at the Fatmawati Branch, from which 100 respondents were selected using purposive sampling. Primary data were collected through a structured questionnaire using a five-point Likert scale. The data were then analyzed using IBM SPSS Statistics version 27, including validity and reliability testing, classical assumption tests (normality, heteroscedasticity, and multicollinearity), multiple linear regression, partial (t-test) and simultaneous (F-test) hypothesis testing, and coefficient of determination (R²) analysis.

Findings - The results indicate that transaction convenience has a positive and significant effect on customer satisfaction, while service speed does not have a significant effect. At the same time, both variables significantly affect customer satisfaction. This study offers practical insights for Wondr by BNI Cabang Fatmawati by highlighting transaction convenience as a key driver of customer satisfaction and evaluating service speed to inform future service improvements.