Abstract
Broadly speaking, the aim of this research is to examine and analyze the effect of Efficiency, Fulfilment, Reliability, Privacy Variables on Customers’ Satisfaction on account opening services via the online system “Jenius BTPN”. Determination of a sample of 100 respondents through a stratified random sampling approach with research locations at BTPN Bank. The research approach uses quantitative while the data analysis method uses multiple linear regression. Analysis test equipment using SPSS, version 22. The results of the study indicate that the Efficiency does not affect customer satisfaction (Sig 0.475> 0.05); Fulfillment affects customer satisfaction (sig 0.003 <0.01); Reliability does not affect satisfaction (sig 0.700> 0.05); Privacy has a significant effect on customer satisfaction (sig 0.000 <0.05); Privacy is the most dominant variable influential. R2 test is 65.9%
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