Kata Kunci : financial technology, kualitas pelayanan, Kantor Bank BTN KC. Kota
Kendari
ABSTRACT
REZKY APRILIANA ALIMIN. 2021. The Effect of the Application of
Financial Technology on the Quality of Banking Services (Study at
Bank BTN. KC Kendari City). Thesis, Department of Accounting,
Faculty of Economics and Business, Halu Oleo University. Supersors
Pembiming : (1) Intihanah (2) Tuti Dharmawati
This study aims to determine the effect of the application of financial technology
on the quality of banking services. The population in this study were credit customers
(debtors) of Bank BTN, Kendari Branch, totaling 14,544 customers. The research
methodology used in this research is a quantitative approach. The sampling technique
used was accidental sampling by measuring the sample using the Slovin formula so that
there were 100 samples. Sources of data in this study come from primary data and
secondary data. Primary data were obtained from respondents who were customers of
Bank BTN at the Kendari Branch Office and secondary data were obtained from
documents at the Kendari Branch Office of Bank BTN in the form of the number of
employees, the number of customers, the organizational structure and data from the
results of previous research. Data collection instruments used questionnaires and
interviews, for financial technology variables 6 statement items and for service quality
variables 15 statement items, all statements were reliable. The data analysis used in this
research is simple linear regression test, classic assumption test, data quality test, factor
analysis test, t test and f test with the help of SPSS version 26. The results show that there
is a positive and significant effect of the application of financial technology on quality.
banking services, especially Bank BTN KC. Kendari. the level of significance of financial
technology is 0.000 <0.05 and the regression coefficient value is positive at 0.724. The
higher the application of financial technology by the customer, the higher the quality of
service felt by the customer and vice versa.
Keywords: financial technology, service quality, bank BTN KC. Kendari office