PENGARUH KUALITAS LAYANAN MOBILE BANKING BSI TERHADAP KEPUASAN NASABAH DI BANK SYARIAH INDONESIA KCP PADALARANG
DOI:
https://doi.org/10.61612/jpn.v5i2.169Keywords:
Service Quality, Mobile Banking, Customer Satisfaction, Bank Syariah IndonesiaAbstract
Digital transformation in the banking sector has accelerated the development of technology-based services, including mobile banking, as a means of improving service quality. Bank Syariah Indonesia (BSI) has responded to this trend by implementing the BSI Mobile application to enhance transaction efficiency, convenience, and customer comfort. Amid increasingly intense competition in digital banking services, service quality has become a strategic factor in shaping customer satisfaction. This study aims to analyze the effect of mobile banking service quality on customer satisfaction at BSI KCP Padalarang. The research employs a quantitative approach with a descriptive method. The sample consists of 66 respondents selected through simple random sampling from a population of 2,122 BSI Mobile users. Data were collected using a questionnaire and analyzed using simple linear regression, t-test, and coefficient of determination (R²). The results indicate that mobile banking service quality has a positive and significant effect on customer satisfaction, as evidenced by a t-value of 7.167 exceeding the t-table value of 1.669 and a significance level of 0.001 < 0.10. The coefficient of determination (R²) of 0.445 indicates that 44.5% of the variation in customer satisfaction is explained by mobile banking service quality. These findings underscore the importance of strengthening digital service quality to enhance customer satisfaction and the competitiveness of Islamic banking in the digital era.
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