Analisis Pengaruh Financial Technology (Fintech) terhadap Akuntabilitas Layanan Perbankan Syariah (Studi Kasus Nasabah Bank Syariah Indonesia Cabang Bukittinggi) Analysis of the Effect of Financial Technology (Fintech) on the Accountability of Islamic Banking Services (Case Study of Customers of the Bukittinggi Branch of Bank Syariah Indonesia)
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6069-6093
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10.58578/arzusin.v6i6.12049
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Authors:Putri Nabila Lubis1*, Muhammad Rais2
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Abstract
Financial technology (fintech) has become an important component in the development of Islamic banking services, particularly in enhancing the convenience, speed, and accessibility of digital services. However, empirical studies on the effect of fintech on the accountability of Islamic banking services at the branch level, particularly based on the perceptions of customers of Bank Syariah Indonesia (BSI) Bukittinggi Branch, remain limited. This study aimed to analyze the effect of fintech on the accountability of Islamic banking services among customers of the BSI Bukittinggi Branch. The study employed a quantitative approach using field research and a survey design. The respondents comprised 101 BSI customers who used its digital services and were selected through purposive sampling. Data were collected using a questionnaire and subsequently analyzed through validity, reliability, and normality tests and simple linear regression with the assistance of SPSS. The results showed that fintech had a positive and significant effect on the accountability of Islamic banking services, as indicated by the regression equation Y = 3.419 + 0.772X + ε and a value of p < .001. The adjusted R² value of .489 indicated that fintech explained 48.9% of the variation in service accountability, while the remaining 51.1% was associated with other factors outside the research model. These findings provide empirical evidence that fintech optimization plays an important role in enhancing the transparency, accountability, and governance quality of Islamic banking services. The practical implications of this study emphasize the need for BSI to improve the quality of its digital services, maintain system stability, and strengthen its mechanisms for handling customer complaints to support sustainable service accountability.
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