Analisis Pengaruh Kualitas Pelayanan Kartu Atm Gpn (Gerbang Pembayaran Nasional) Terhadap Kepuasan Nasabah Pada Bank Muamalat Kantor Cabang Mamuju

Abstract

This study aims to analyze the effect of the service quality of the GPN (National Payment Gateway) ATM Card—comprising Compliance, Assurance, Reliability, and Tangible—on customer satisfaction at Bank Muamalat, Mamuju Branch Office, and to identify the most dominant variable influencing customer satisfaction. This research employs a quantitative approach with a sample of 67 customers using the GPN ATM Card. Data were collected through questionnaires and analyzed using multiple linear regression. The results show that the variables of Reliability and Tangible have a significant effect on customer satisfaction, while Compliance and Assurance do not have a significant effect. Reliability is the most dominant factor influencing customer satisfaction. These findings indicate that improving the reliability and tangible aspects of the GPN ATM Card service should be prioritized to enhance customer satisfaction at Bank Muamalat, Mamuju Branch Office