Analisis Pengaruh Kualitas Layanan M-Banking Terhadap Kepuasan Konsumen pada PT Bank Mandiri Cabang Bengkalis

This study aims to analyze respondents’ perceptions of M-Banking service quality, the level of customer satisfaction, and the effect of M-Banking service quality on customer satisfaction at PT Bank Mandiri Bengkalis Branch. This study employed a quantitative approach with an associative research design. Data were collected from 100 respondents who were customers using M-Banking services at PT Bank Mandiri Bengkalis Branch through questionnaires distributed using accidental sampling. Data analysis was conducted using SPSS 25 through validity testing, reliability testing, classical assumption testing, simple linear regression analysis, coefficient of determination, and hypothesis testing. The results showed that M-Banking service quality was in the high category, and customer satisfaction was also in the high category. Furthermore, M-Banking service quality had a positive and significant effect on customer satisfaction at PT Bank Mandiri Bengkalis Branch. This indicates that the better the M-Banking service quality provided, the higher the level of customer satisfaction in using the service. This study provides empirical evidence regarding the effect of M-Banking service quality on customer satisfaction and serves as evaluation material for PT Bank Mandiri Bengkalis Branch to improve digital service quality. It is also expected to serve as a reference for future studies on digital service quality.