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
DOI: 10.21580/al-arbah.2021.3.2.10101

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.

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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

 
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