THE EFFECT OF DIGITAL BANKING IMPLEMENTATION ON CUSTOMER SATISFACTION (CASE STUDY OF BSI DIGITAL BANKING USER CUSTOMERS)
Abstract
This study aims to determine the extent to which the influence of Accuracy (X1), Speed (X2), Security (X3) affects customer satisfaction at Bank BSI KCP S. Parman. This study uses a quantitative approach with sampling using the Non Probability Sampling method. The type of data used in this study is primary data obtained from questionnaires filled out by respondents directly. And secondary data that comes from books, journals, research results, practical work reports and related to the author's research objects. In this study, the population that will be taken is all BSI KCP S. Parman customers in 2022 as many as 9,950 people. The analysis tool uses multiple linear regression analysis. The results of the study show that the variables Accuracy (X1), Speed (X2), Security (X3) simultaneously affect customer satisfaction using digital banking BSI KCP S. Parman. The coefficient of determination value is 0.741. This means that 74.1% of bank existence is influenced by Accuracy (X1), Speed (X2), and Security (X3), while the remaining 25.9% of customer satisfaction is influenced by other variables not examined in this study.
Keywords
Full Text:
PDFReferences
Aidina, Wenny, Haiyun Nisa, and Aru Sulistyani, ‘Hubungan Antara Penerimaan Diri Dengan Optimisme Menghadapi Masa’, Jurnal Psikohumanika, VI.2 (2013), 1–12
Angelina, Martha, and Enggar Nursasi, ‘Pengaruh Penerapan Green Accounting Dan Kinerja’, Jurnal Manajemen Dirgantara, 14.2 (2021), 211
Antasari, Arga Satria, Kertahadi, and Riyadi, ‘Pengaruh Penggunaan Internet Banking Terhadap Kepuasan Nasabah’, Jurnal Administrasi Bisnis, 1.2 (2013), 1–9
Arifin, Z., & Pratama, A, ‘The Impact of Digital Banking Implementation on Customer Satisfaction: A Case Study of BSI Digital Banking Users’, JURNAL MANAJEMEN BISNIS, 15.2 (2021), 123–38
Choi, Jong Pill, ‘The Influence of Service Quality on Customer Satisfaction And ...’, University of New Mexico, 1.1 (2001), 29–37
Dedeng Irawan, Sugianto dan Saparuddin Siregar, ‘Pemasaran Bank Syariah Berbasis Teknologi Revolusi Industri’, Jurnal Ekonomi Keuangan Dan Bisnis, 5 (2022), 294–303
Fitria, Annisa, and Aang Munawar, ‘Pengaruh Penggunaan Internet Banking, Mobile Banking Dan SMS Banking Terhadap Kepuasan Nasabah Bank BNI’, Jurnal Informatika Kesatuan, 1.1 (2021), 43–52
Halimah, Sri Sudiarti, Muhammad Ikhsan Harahap, ‘Volume 13, Nomor 2, Juli 2022’, Jurnak Ekonomi, Koperasi & Kewirausahaan, 13 (2022), 70–79
Husna, N., & Siregar, M. H, ‘IZI To Success: The Impact Of The Productive Zakat Empowerment Program On The Welfare Of Beneficiaries By The Indonesian Zakat Initiative (IZI) In North Sumatra’, Jurnal Pamator: Jurnal Ilmiah Universitas Trunojoyo, 16.3 (2023)
JANNATI, Nur Baiti, ‘Perbandingan Kinerja Perusahaan Perbankan Di Indonesia Sebelum Dan Saat Pandemi Covid-19’, Masters Thesis, Universitas Jenderal Soedirman, 2023
Jurnal, Jimea, and Ilmiah Mea, ‘ANALISIS PENERAPAN DIGITAL MARKETING TERHADAP JIMEA | Jurnal Ilmiah MEA ( Manajemen , Ekonomi , Dan Akuntansi )’, Jurnal Ilmiah MEA ( Manajemen , Ekonomi , Dan Akuntansi ), 6.2 (2022), 1881–99
Kurniasari, Cynthia Aulia, and Yustina Erti Pravitasmara Dewi, ‘The Effect Of Work-Life Balance And Quality Of Work Life On Employee Performance With Gender As A Moderating Variable’, Jurnal Pamator : Jurnal Ilmiah Universitas Trunojoyo, 16.2 (2023), 231–46
Makmuriyah & Vanni, ‘Analisis Kepuasan Nasabah Dalam Penggunaan BSI Mobile’, Jurnal Muamalat Indonesia - Jmi, 2.2 (2020)
Mawardi, Moh Cholid, Sudarmiatin Sudarmiatin, and Agus Hermawan, ‘The Effect of Electronic Word Of Mouth, Product Quality, Promotion and Price on Interest in Buying MSME Products in Malang After The Covid 19 Pandemic’, Jurnal Pamator : Jurnal Ilmiah Universitas Trunojoyo, 16.2 (2023), 222–30
Nasution, Chairunnisa, and Efi Brata Madya, ‘Communication Management of Republic of Indonesia Radio Broadcasters (Rri) Medan in Maintaining Its Existence in the Digitalization Era’, Jurnal Pamator : Jurnal Ilmiah Universitas Trunojoyo, 16.2 (2023), 247–58
Nielsen, Peter, ‘Coastal and Estuarine Processes’, Advanced Series on Ocean Engineering, 29 (2009), 1–357
Nur Amalina, Vidia Dhiawy Hasmar Sitorus, Yusra Amelia Hasibuan, and Nurbaiti Nurbaiti, ‘Analisis Strategi Pemasaran Bank Syariah Indonesia Dalam Meningkatkan Pangsa Pasar Melalui Pemanfaatan Tekhnologi Informasi’, Journal of Management and Creative Business, 1.1 (2022), 101–11
Nurbaiti, Purba Nabilah, and Yahya Mhd, ‘Revolusi Industri 4.0 : Peran Teknologi Dalam Eksistensi Penguasaan Bisnis Dan Implementasinya’, Jpsb, 9.2 (2021), 91–98
Pane, I., Syazali, H., Halim, S., Asrofi, I., Is, M. F., Saleh, M., &, ‘Fiqh Mu’amalah Kontemporer’, 2022
Pemuda, P., Masa, D. I., Yusuf, M., Abadi, M. T., & Asytuti, R, ‘Marketing Mix’, Management for Professionals, Part F376 (2022), 95–103
Perdana, I., & Widjaja, B, ‘The Role of Trust in Enhancing Customer Satisfaction in Digital Banking: A Study on BSI Digital Banking User Customers’, Jurnal Ekonomi Dan Bisnis, 1.1 (2010), 45–48
Rema, Yasinta Oktaviana L, and Djoko Budianto Setyohadi, ‘Faktor-Faktor Yang Mempengaruhi Penerimaan Mobile Banking Studi Kasus : BRI Cabang Bajawa’, Seminar Riset Teknologi Informasi, 1.1 (2016), 114–22
Rodin, Dede, ‘Tafsir Ayat Ekonomi’, 2015
Rutta, Li, ‘Factors Influencing Customer Satisfaction in Tanzania Banking Sectors: A Case Study of Tanzania Postal Bank in Dodoma’, Jurnal Manajemen Dan Kewirausahaan, 21.2 (2015), 1–4
Sari Nia, Ratna Wardani, ‘Pengelolaan Dan Analisis Data Statistik Dengan SPSS’, Pengelolaan Dan Analisis Data Statistik Dengan SPSS, 2015
Situmorang, Prawira Putri, ‘Pengaruh Struktur Kepemilikan Dan Mekanisme Corporate Governance Terhadap Effective Tax Rate ( ETR )’, Semarang: Universitas Diponegoro, 2015, 1–49
Sofiaty, Nunung Ayu, Yoyo Sudaryo, Thessa Tri Astuti, and Andi Sukandi, ‘THE EFFECT OF DIGITAL MARKETING IMPLEMENTATION ON IMAGE OF BANKING WITH CUSTOMER SATISFACTION AS A VARIABLE INTERVENING (A Survey At PT. Bank Mandiri (Persero), Tbk)’, Sosiohumaniora: Jurnal Ilmu-Ilmu Sosial Dan Humaniora, 24.1 (2022), 98–106
Statistics, Islamic Banking, ‘Statistik Perbankan Syariah ( Islamic Banking Statistics )’, 2012
Sugianto, Sugianto, and Kamelia Dwi Jayanti, ‘Pengaruh Komposisi Media Tanam Terhadap Pertumbuhan Dan Hasil Bawang Merah’, Agrotechnology Research Journal, 5.1 (2021), 38
Sugioyono, and UdaIkii, ‘Metode Penelitian Kualitatif Dan Kuantutatif’, 2017, 75
Suprayitno, E, and A M Nasution, ‘Pengaruh Penggunaan E-Banking Dan Perlindungan Nasabah Terhadap Kepercayaan Nasabah Dengan Literasi Keuangan Sebagai Variabel Moderasi’, Jurnal Ilmiah Ekonomi Islam, 8.02 (2022), 1205–13
Tyanisa, Firdha, and Nurul Hasanah, ‘Pengaruh Kepercayaan Dan Service Quality Terhadap Kepuasan Nasabah Pengguna M-Banking Syariah Pada Masa Pandemi COVID-19 (Studi Kasus Masyarakat DKI Jakarta)’, Prosiding SNAM PNJ , 2022
Whardana, Aditya, ‘Strategi Digital Marketing Dan Implikasinya Pada Keunggulan Bersaing UMKdi Indonesia’, In Seminar Nasional Keuangan Dan Bisnis IV, 2015
Yusnaini, yusnaini, ‘Pengaruh Kualitas Pelayanan Internet Banking Terhadap Kepuasan Dan Loyalitas Konsumen Pada Bank Swasta’, Jurnal Dinamika Akuntansi, 2.1 (2010), Maret-Agustus
DOI: https://doi.org/10.21107/pamator.v16i3.21286
Refbacks
Copyright (c) 2023 Sri Wahyuni, Nurbaiti Nurbaiti, Nur Ahmadi Bi Rahmani
This work is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
Jurnal Pamator : Jurnal Ilmiah Universitas Trunojoyo by Universitas Trunojoyo Madura is licensed under a Creative Commons Attribution-ShareAlike 4.0 International License.
.png){kind=spacer}