The Influence of Digital Communication and Mobile Banking Services on Customer Satisfaction at Bank Mandiri

Abstract

This study aims to examine the influence of digital communication and mobile banking services on customer satisfaction, with Bank Mandiri customers in Palembang City serving as the research object. Utilizing a quantitative approach, data were gathered through a questionnaire distributed to 100 respondents classified within the productive age group, selected using a stratified random sampling technique, the data analysis employed multiple linear regression with the support of the SPSS software. According to the findings, mobile banking services do not exhibit partial influence on customer satisfaction, but digital communication does have a significant partial impact. Nevertheless, when examined concurrently, mobile banking and digital communication services show a substantial influence on customer satisfaction, accounting for 28.4% of the total variance. Comparatively, factors outside the research model are responsible for the remaining 71.6%. These results suggest that, although mobile banking services may not directly affect customer satisfaction, integrating them with efficient digital communication can enhance the overall client experience at Bank Mandiri in Palembang City. This study implies that banks should not rely solely on technological features but must also strengthen their digital communication strategies to build trust and satisfaction. This study therefore shows that communication is as essential as innovation in achieving customer loyalty in the digital banking era.