Pengaruh Kualitas Layanan, Kepercayaan dan Keamanan Produk BSI Mobile terhadap Kepuasan Nasabah Bank Syariah Indonesia KCP Dhamasraya The Effect of Service Quality, Trust and Product Security of BSI Mobile on Customer Satisfaction at Bank Syariah Indonesia KCP Dhamasraya
Article Sidebar
Page Numbers:
3042-3072
Digital Object Identifier:
10.58578/arzusin.v6i4.10116
Viewed: 53 times
Downloaded: 35 times
LYAS Publisher cordially invites qualified professionals to serve as Editors or Reviewers. Your expertise will make an important contribution to maintaining and strengthening the academic quality of our publications. Interested applicants are kindly requested to complete the application form at the following link: Editors & Reviewers
Please feel free to contact us if you need any further information about the submission process or if you have any additional questions.
Authors:
Opi Mahendra1*, Novera Martilova2 
Copyright :
Authors retain copyright and grant the journal right of first publication.
Main Article Content
Abstract
Service quality, trust, and product security in mobile banking have received attention in various studies, but research specifically analyzing the influence of these three variables on customer satisfaction among BSI Mobile users at Bank Syariah Indonesia Dharmasraya Sub-Branch Office remains limited. This study aims to analyze the influence of service quality, trust, and BSI Mobile product security on customer satisfaction, both partially and simultaneously. This study used a quantitative approach with a survey design, involving 100 respondents selected through purposive sampling. Data were collected using a questionnaire developed based on the indicators of the research variables and were then analyzed using multiple linear regression with the assistance of the Statistical Package for the Social Sciences (SPSS) application. The results showed that service quality, trust, and product security had a positive and significant effect on customer satisfaction among BSI Mobile users. Service quality was the most dominant factor influencing customer satisfaction, with a regression coefficient of 0.352 and a significance level of 0.000. In addition, trust and product security were also proven to have a significant effect on customer satisfaction, with significance values of 0.000 and 0.002, respectively. The conclusion of this study affirms that improving digital service quality, strengthening customer trust, and ensuring electronic transaction security are important factors in increasing user satisfaction with mobile banking services in Islamic banking. These findings contribute to the development of studies on service quality, trust, and information system security in the context of Islamic banking digital services, while also providing practical implications for strengthening the quality of BSI Mobile services.
Downloads
Article Details
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
References
Ahmad, & Pambudi. (2019). Keamanan Transaksi Digital dan Kepercayaan Pengguna E-Banking. Jurnal Manajemen dan Bisnis Indonesia, 6(2), 112–125.
Al Arif, M. N. R. (2010). Dasar-Dasar Pemasaran Bank Syariah. Alfabeta.
Arikunto, S. (2020). Prosedur Penelitian: Suatu Pendekatan Praktik (Revisi). Rineka Cipta.
Creswell, J. W., & Creswell, J. D. (2018). Research design: Qualitative, quantitative, and mixed methods approaches (5th ed.). SAGE Publications.
Ghozali, I. (2021). Aplikasi Analisis Multivariate dengan Program IBM SPSS (10th ed.). Badan Penerbit Universitas Diponegoro.
Hair, J. F., Black, W. C., Babin, B. J., & Anderson, R. E. (2019). Multivariate data analysis (8th ed.). Cengage.
Hidayatul Mu’ammalah. (2021). Pengaruh Kepercayaan dan Kepatuhan Syariah terhadap Loyalitas Nasabah Bank Syariah. Jurnal Ekonomi Syariah, 9(1), 45–60.
Iskandar, & Nasution. (2019). Keamanan Transaksi Digital dalam Membangun Kepercayaan Pengguna E-Banking. Jurnal Keuangan dan Perbankan, 23(3), 301–315.
Marlina, & Bimo. (2018). Digitalisasi Perbankan dalam Meningkatkan Inklusi Keuangan. Jurnal Keuangan dan Perbankan, 22(4), 678–689.
Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50(4), 370–396. https://doi.org/10.1037/h0054346
Mayer, R. C., Davis, J. H., & Schoorman, F. D. (1995). An integrative model of organizational trust. Academy of Management Review, 20(3), 709–734. https://doi.org/10.5465/amr.1995.9508080335
Otoritas Jasa Keuangan. (2023). Perkembangan Digitalisasi Layanan Perbankan dan Inklusi Keuangan di Indonesia.
Prasetyo, & Marlina. (2021). Pengaruh Electronic Service Quality terhadap Kepuasan Pengguna Mobile Banking. Jurnal Manajemen Perbankan, 5(2), 88–102.
Riduwan. (2020). Skala Pengukuran Variabel-Variabel Penelitian. Alfabeta.
Sekaran, U., & Bougie, R. (2020). Research methods for business: A skill-building approach (8th ed.). Wiley.
Sugiyono. (2019). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Alfabeta.
Sumitro, W. (2004). Asas-Asas Perbankan Islam dan Lembaga-Lembaga Terkait. RajaGrafindo Persada.
Suryani, T. (2017). Manajemen Pemasaran Strategik Bank di Era Digital. Prenadamedia.
Tjiptono, F. (2014). Pemasaran Jasa: Prinsip, Penerapan, dan Penelitian. Andi.
Tjiptono, F. (2017). Service Management: Mewujudkan Layanan Prima. Andi.