Analysis of Electronic Channel Service Quality on Customer Satisfaction of Bank Syariah Indonesia (BSI) During the Covid-19 Pandemic
DOI:
https://doi.org/10.21580/al-arbah.2021.3.2.10101Keywords:
Service Quality, E-Channel, Customer Satisfaction, Bank Syariah Indonesia.Abstract
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.Downloads
References
Azizs, A. (2017). Aplikasi Sistem Keuangan Syariah Pada Perbankan. Jurnal Perspektif Ekonomi Darussalam. https://doi.org/10.24815/jped.v2i1.6645
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
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
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
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
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.
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
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.
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
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
Marlina, A., & Bimo, W. A. (2018). Digitalisasasi Bank Terhadap Peningkatan Pelayanan Dan Kepuasan Nasabah Bank. Inovator. https://doi.org/10.32832/inovator.v7i1.1458
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
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
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
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
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
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
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
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
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
Suparyanto, D. (2018). Prospek Perbankan Syariah Di Indonesia. Al-Insyiroh: Jurnal Studi Keislaman. https://doi.org/10.35309/alinsyiroh.v2i2.3328
Supriyanto, (2021) Al-Qur’an Dan Hadis Dalam Keuangan Islam. Gebangmedia.
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
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
Triyanti, D., Fitriana Kaban, R., & Iqbal, M. (2021). Peran Layanan Mobile Banking dalam Meningkatkan Kepuasan dan Loyalitas Nasabah Bank Syariah. Jurnal Muhammadiyah Manajemen Bisnis.
Downloads
Published
Issue
Section
License
Authors who publish with this journal agree to the following terms:
Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License. that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).
Licensing
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
.png)
