Analisis Kemudahan Penggunaan dan Kualitas Layanan Aplikasi eBranch BCA Terhadap Kepuasan Nasabah BCA KCP Gedong Panjang

Abstract

This study aims to analyze the effect of ease of use and service quality of the eBranch BCA application on customer satisfaction at BCA KCP Gedong Panjang. A quantitative method was employed using data collected from 50 respondents through questionnaires and analyzed using SPSS. The results indicate that ease of use and service quality have a significant effect on customer satisfaction, both partially and simultaneously. The coefficient of determination of 55% shows that these variables explain a substantial proportion of the variation in customer satisfaction. Higher levels of ease of use and service quality lead to greater customer satisfaction.