PENGARUH KUALITAS LAYANAN MOBILE BANKING TERHADAP KEPUASAN NASABAH BANK SYARIAH INDONESIA KCP AMIR MAHMUD KOTA CIMAHI

Abstract

The development of digital banking services has encouraged Bank Syariah Indonesia (BSI) to continuously improve the quality of mobile banking services as a primary transaction channel for customers. This study aims to examine the effect of mobile banking service quality on customer satisfaction at Bank Syariah Indonesia KCP Cimahi Amir Mahmud. The research employed a quantitative approach with a descriptive method. Data were collected through questionnaires distributed to 95 customers who actively use BSI Mobile, selected using the Slovin formula from a total population of 2,215 customers. Data analysis techniques included validity and reliability tests, Pearson Product Moment correlation analysis, simple linear regression analysis, and coefficient of determination testing. The results indicate that the quality of mobile banking services is categorized as good, while customer satisfaction is classified as high. The findings reveal a positive and significant effect of mobile banking service quality on customer satisfaction, with a correlation coefficient of 0.791. The coefficient of determination shows that 62.5% of customer satisfaction is influenced by mobile banking service quality, while the remaining percentage is affected by other factors outside the scope of this study. These findings emphasize the importance of improving digital service quality to enhance customer satisfaction and maintain customer loyalty in Islamic banking institutions.