Analysis of Electronic Channel Service Quality on Customer Satisfaction of Bank Syariah Indonesia (BSI) During the Covid-19 Pandemic

Ivone Fradia Amora*  -  Institut Agama Islam Negeri Surakarta, Indonesia
Supriyanto Supriyanto  -  Institut Agama Islam Negeri Surakarta, Indonesia

(*) Corresponding Author

Abstract

Purpose - This study aims to examine and analyze how the influence of Electronic Channel (E-Channel) service quality on customer satisfaction of Bank Syariah Indonesia.

Method - The research uses a quantitative approach. The population used in this study is the customers of Bank Syariah Indonesia using E-Channel. With the number of samples in this study amounted to 100 respondents.

Result - The variables of reliability, privacy and easy to use have a positive and significant effect on customer satisfaction. Meanwhile, the efficiency variable has a negative and significant effect on customer satisfaction. And for the design variable has no effect on customer satisfaction.

Implication - The implication is that the quality of e-channel services (electronic channel) provided by the bank will affect customer satisfaction.

Originality - This study analyzes the quality of service in the E-Channel includes five components, namely Reliability, Efficiency, Privacy/Security, Design, and Easy to Use on customer satisfaction.

Keywords: Service Quality, E-Channel, Customer Satisfaction, Bank Syariah Indonesia.

  1. Azizs, A. (2017). Aplikasi Sistem Keuangan Syariah Pada Perbankan. Jurnal Perspektif Ekonomi Darussalam. https://doi.org/10.24815/jped.v2i1.6645
  2. Cahyani, Y. T. (2018). Konsep Fee Based Services Dalam Perbankan Syariah. El-Barka: Journal of Islamic Economics and Business, 1(2), 235. https://doi.org/10.21154/elbarka.v1i2.1397
  3. Chiu, J. L., Bool, N. C., & Chiu, C. L. (2017). Challenges and factors influencing initial trust and behavioral intention to use mobile banking services in the Philippines. Asia Pacific Journal of Innovation and Entrepreneurship, 11(2), 246–278. https://doi.org/10.1108/apjie-08-2017-029
  4. Darmawan, Z. C., & Ridlwan, A. A. (2018). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Perbankan Syariah. Al-Tijary. https://doi.org/10.21093/at.v3i2.1096
  5. Firmansyah, F., & Widiati, P. K. (2016). Maksimalisasi Nilai Perbankan Syariah Melalui Teknologi Pelayanan Nasabah Terkini. Jurnal Keuangan Dan Perbankan. https://doi.org/10.26905/jkdp.v20i2.355
  6. Hariansyah, F. A., Wardani, N. H., & Herlambang, A. D. (2019). Analisis Pengaruh Kualitas Layanan Mobile Banking Terhadap Kepuasan dan Loyalitas Nasabah Pada Pengguna Layanan BRI Mobile Bank Rakyat Indonesia di Kantor Cabang Cirebon. Pengembangan Teknologi Informasi Dan Ilmu Komputer.
  7. Idris, M., & Trihantana, R. (2016). Analisis Mutu Layanan Electronic Delivery Channel Terhadap Kepuasan Nasabah (Studi Pada Bni Syariah). Nisbah: Jurnal Perbankan Syariah. https://doi.org/10.30997/jn.v2i1.237
  8. Jannah, I. F., Djakfar, I., & Dianah, A. (2020). Pengaruh Kualitas Digital Banking Terhadap Kepuasan Nasabah Pada Bni Syariah Cabang Banda Aceh. Global Journal of Islamic Banking and Finance, 2, 1.
  9. Kristianti, M. L., & Pambudi, R. (2017). Analisis Pengaruh Persepsi Kemudahan, Persepsi Kemanfaatan, Persepsi Tingkat Keamanan, Dan Fitur Layanan Terhadap Penggunaan Mobile Banking Pada Mahasiswa Di DKI Jakarta. Jurnal Akuntansi. https://doi.org/10.25170/jara.v11i1.52
  10. Mainata, D. (2019). Faktor-Faktor yang Mempengaruhi Performa Automatic Teller Machine (ATM) pada Bank Syariah Mandiri Cabang Tenggarong Seberang. Al Qalam: Jurnal Ilmiah Keagamaan Dan Kemasyarakatan. https://doi.org/10.35931/aq.v3i2.167
  11. Marlina, A., & Bimo, W. A. (2018). Digitalisasasi Bank Terhadap Peningkatan Pelayanan Dan Kepuasan Nasabah Bank. Inovator. https://doi.org/10.32832/inovator.v7i1.1458
  12. Marlina, A., & Humairah, F. (2018). Peran Digital Banking Dalam Meningkatkan Kepuasan Nasabah Kredit (Studi Kasus Pt.Bank Tabungan Negara Syariah). Moneter: Jurnal Keuangan Dan Perbankan. https://doi.org/10.32832/moneter.v6i2.2409
  13. Mey Linda, Neni Marlina, B. P. (2020). Faktor-Faktor Yang Mempengaruhi Tingkat Kepercayaan Masyarakat Terhadap Penggunaan Teknologi Finansial Di Kota Batam. Jurnal EMBA: Jurnal Riset Ekonomi, Manajemen, Bisnis Dan Akuntansi. https://doi.org/10.35794/emba.v8i1.28042
  14. Mohd Thas Thaker, M. A. Bin, Allah Pitchay, A. Bin, Mohd Thas Thaker, H. Bin, & Amin, M. F. Bin. (2019). Factors influencing consumers’ adoption of Islamic mobile banking services in Malaysia: An approach of partial least squares (PLS). Journal of Islamic Marketing, 10(4), 1037–1056. https://doi.org/10.1108/JIMA-04-2018-0065
  15. Mohd Thas Thaker, M. A. Bin, Amin, M. F. Bin, Mohd Thas Thaker, H. Bin, & Allah Pitchay, A. Bin. (2019). What keeps Islamic mobile banking customers loyal? Journal of Islamic Marketing, 10(2), 525–542. https://doi.org/10.1108/JIMA-08-2017-0090
  16. Mulia, D., Usman, H., & Parwanto, N. B. (2020). The role of customer intimacy in increasing Islamic bank customer loyalty in using e-banking and m-banking. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-09-2019-0190
  17. Rahmawati, C. K., & Fianto, B. A. (2020). Analisis Deskriptif Pada Dimensi Kualitas Layanan Mobile Banking (M-Banking) Terhadap Kepuasan Nasabah Perbankan Syariah. Jurnal Ekonomi Syariah Teori Dan Terapan. https://doi.org/10.20473/vol7iss20206pp1118-1127
  18. Raza, S. A., Shah, N., & Ali, M. (2019). Acceptance of mobile banking in Islamic banks: evidence from modified UTAUT model. Journal of Islamic Marketing, 10(1), 357–376. https://doi.org/10.1108/JIMA-04-2017-0038
  19. Sigit, K. N., & Soliha, E. (2017). Kualitas Produk Dan Kualitas Layanan Terhadap Kepuasan Dan Loyalitas Nasabah. Jurnal Keuangan Dan Perbankan. https://doi.org/10.26905/jkdp.v21i1.1236
  20. Suhartanto, D., Dean, D., Ismail, T. A. T., & Sundari, R. (2019). Mobile banking adoption in Islamic banks: Integrating TAM model and religiosity-intention model. Journal of Islamic Marketing. https://doi.org/10.1108/JIMA-05-2019-0096
  21. Suparyanto, D. (2018). Prospek Perbankan Syariah Di Indonesia. Al-Insyiroh: Jurnal Studi Keislaman. https://doi.org/10.35309/alinsyiroh.v2i2.3328
  22. Supriyanto, (2021) Al-Qur’an Dan Hadis Dalam Keuangan Islam. Gebangmedia.
  23. Susanto, A., Chang, Y., & Ha, Y. (2016). Determinants of continuance intention to use the smartphone banking services: An extension to the expectation-confirmation model. Industrial Management and Data Systems. https://doi.org/10.1108/IMDS-05-2015-0195
  24. Trisnawati, O. M., & Fahmi, S. (2017). Pengaruh Kualitas Layanan Elektronik (E-Servqual) Terhadap Kepuasan Nasabah Pengguna Mobile Banking (Studi pada Pengguna Mobile Banking Bank Sinarmas Cabang Malang). Jurnal Manajemen Dan Bisnis Indonesia. https://doi.org/10.31843/jmbi.v4i2.116
  25. Triyanti, D., Fitriana Kaban, R., & Iqbal, M. (2021). Peran Layanan Mobile Banking dalam Meningkatkan Kepuasan dan Loyalitas Nasabah Bank Syariah. Jurnal Muhammadiyah Manajemen Bisnis.

Al-Arbah: Journal of Islamic Finance and Banking
Published by Department of Sharia Banking, Faculty of Islamic Economics and Business, UIN Walisongo Semarang, Indonesia
Jl Prof. Dr. Hamka Kampus III Ngaliyan Semarang 50185
Phone: +62 852-3660-5533
Website: https://febi.walisongo.ac.id/
Email: alarbah@walisongo.ac.id

ISSN: 2716-3946 (Print)
ISSN: 2716-2575 (Online)

This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License

 
apps