Admin Fees and Customer Needs on Transaction Decisions with Bank Muamalat Batu Malang
DOI:
https://doi.org/10.58988/aghniya.v1i1.362Keywords:
Admin Fee, Customer Needs, Transaction Decision, Bank MuamalatAbstract
This study aims to analyse the impact of admin fee and customer needs on transaction decisions with Bank Muamalat Batu Malang. The subjects of this study were 100 customers of Bank Muamalat Batu Malang, East Java. This research uses quantitative methods with a survey approach and purposive sampling technique. Data were analysed using multiple linear regression. The results showed that partially and simultaneously, admin fee and customer needs impact on transaction decisions with Bank Muamalat Batu Malang. Partially, admin fee has a negative impact on transaction decisions, while customer needs have a positive impact. The logic behind this finding is that high admin fee can be an obstacle for customers to make transactions, because they feel burdened by these additional costs. Conversely, fulfilled customer needs, such as easy access to banking services and products that suit their needs, encourage customers to be more active in transactions. The conclusion of this study is that both admin fee and customer needs have a significant influence on customer decisions to transact at Bank Muamalat Batu Malang. The logical implication of this finding is that Bank Muamalat needs to consider reducing admin fee or offering special programmes that can ease the cost burden for customers. In addition, banks must also continue to improve the quality of banking services and products that suit customer needs to encourage an increase in the number of transactions.
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