The Effect of Financial Literacy and Self Service Technology on Customer Satisfaction (Study of BUMN Bank Customers in Kediri City and Regency Region)

Risma Gesang Ayu Cahyani, Angga Rizka Lidiawan, Afif Nur Rahmadi

The purpose of this study is to determine the partial and simultaneous effects on customer satisfaction among BUMN Bank customers in the Kediri City and Regency Region of financial literacy and self service technology, such as mobile banking and Automatic Teller Machine (ATM). This study uses primary data and is quantitative in nature. There were one hundred responders in this study, and purposive sampling was the method of sampling. The SPSS version 22 software is used in the data processing procedure. The research findings are as follows: partially, the financial literacy variable (X1) has a significant impact on customer satisfaction (Y), as shown by t count > t table (1.798 > 1.98) with a significance value of (0.075 < 0.05); partially, the Automatic Teller Machine (ATM) variable (X2) has a significant impact on customer satisfaction (Y), as shown by t count > t table (2.981 > 1.98) with a significance value of (0.004 < 0.05); partially, the mobile banking variable (X3) has a significant impact on customer satisfaction (Y) as shown by t count > t table (3,793 > 1.98) with a significance value of (0,000 <0.05), the simultaneously obtained findings of the variables financial literacy (X1), Automatic Teller Machine (ATM) (X2), and mobile banking (X3) have a substantial effect on customer satisfaction (Y) as can be observed from the F count > F table (33.108 > 2.689) with a value significance of (0.000 < 0.05).

2024/06/15

Financial literacy, Automatic Teller Machine (ATM), Mobile banking, Customer satisfaction

677

682

3047-857X

Proceedings of the International Symposium on Management (INSYMA)

Fakultas Bisnis dan Ekonomika, Universitas Surabaya

21