The Impact of Smart Branch Services and the Role of General Bankers on Customer Satisfaction at PT Bank Mandiri Tbk, Sorong Ahmad Yani Branch

Monicha Gabriella Mintjelungan; Pamela Magdalena; Widiastuti Murtiningrum; Wuruy Handayani

doi:10.55927/jfbd.v5i1.4

Authors

Monicha Gabriella Mintjelungan Perbanas Institute Jakarta
Pamela Magdalena Perbanas Institute Jakarta
Widiastuti Murtiningrum Perbanas Institute Jakarta
Wuruy Handayani Perbanas Institute Jakarta

DOI:

https://doi.org/10.55927/jfbd.v5i1.4

Keywords:

Smart Branch, General Banker, Customer Satisfaction, Digital Banking Services, Quality of Service

Abstract

This study aims to analyze the influence of Smart Branch services and the role of General Bankers on customer satisfaction at PT Bank Mandiri Tbk, Sorong Ahmad Yani Branch. This research uses a quantitative approach with a total of 100 customer respondents selected through purposive sampling. Data collection was conducted using a questionnaire instrument, which was then analyzed through validity and reliability tests, classical assumption tests, as well as multiple linear regression analysis. Based on the partial test results, Smart Branch services were proven to have a significant effect on customer satisfaction. The study results indicate that the role of General Bankers does not show a significant effect on customer satisfaction. Meanwhile, simultaneous testing shows that both variables together have a significant effect on customer satisfaction.

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