Dampak Penggunaan Mobile Banking Syariah Terhadap Kepuasan Nasabah Bank BSI (Studi Kasus Pada Masyarakat Di Kota Medan)
Keywords:
Islamic mobile banking, customer satisfaction, Bank Syariah Indonesia, digital services.Abstract
Digital transformation has encouraged Islamic banks to develop mobile banking as a primary channel for customer transactions. This study aims to analyze the effect of Islamic mobile banking usage (BSI Mobile) on customer satisfaction at Bank Syariah Indonesia in Medan City. A quantitative associative approach was employed by collecting primary data from active users of BSI Mobile. Data were analyzed using simple linear regression. The findings indicate that the use of BSI Mobile has a positive and significant effect on customer satisfaction. These results confirm that ease of use, service speed, and transaction flexibility play an important role in enhancing customer satisfaction, highlighting the strategic importance of improving mobile banking service quality in Islamic banking.
Keywords: Islamic mobile banking, customer satisfaction, Bank Syariah Indonesia, digital services.
Abstrak
Transformasi digital mendorong perbankan syariah mengembangkan mobile banking sebagai sarana utama layanan transaksi nasabah. Penelitian ini bertujuan menganalisis pengaruh penggunaan mobile banking syariah (BSI Mobile) terhadap kepuasan nasabah Bank Syariah Indonesia di Kota Medan. Penelitian menggunakan pendekatan kuantitatif dengan desain asosiatif, melalui pengumpulan data primer dari nasabah aktif pengguna BSI Mobile. Analisis data dilakukan menggunakan regresi linier sederhana. Hasil penelitian menunjukkan bahwa penggunaan BSI Mobile berpengaruh positif dan signifikan terhadap kepuasan nasabah. Temuan ini menegaskan bahwa kemudahan penggunaan, kecepatan layanan, dan fleksibilitas transaksi melalui BSI Mobile berperan penting dalam meningkatkan kepuasan nasabah, sehingga penguatan kualitas layanan mobile banking menjadi faktor strategis dalam pengembangan perbankan syariah.
Kata kunci: mobile banking syariah, kepuasan nasabah, Bank Syariah Indonesia, layanan digital.
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Copyright (c) 2025 Nadhyatul Hasanah, Aisyah Nur Amelia, Rizka Aulia, Muhammad Arfan Harahap (Author)
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