The Influence of Self Service Technology (SST) on Customer Satisfaction of Digital Services Users at Indonesia Islamic Bank
Downloads
This research aims to analyze the effect of Self-Service Technology on customer satisfaction of digital service users at Indonesia Islamic Bank especially BSI KCP Kisaran. BSI KCP Kisaran Self-Service Technology consists of Automatic Teller Machine (ATM), internet banking, and mobile banking. This research also analyze how is the influence of these three SST facilities simultaneously on customer satisfaction. This research uses a quantitative approach with multiple linear regression analysis. Research data sources use primary and secondary data. According to the results of data analysis shows that ATM has a significant effect on customer satisfaction. In other side, internet banking and mobile banking also have a significant effect on customer satisfaction. Based on results found that customers still experience high benefits from transaction by ATM, internet banking, and mobile banking. These results indicate that customers are satisfied within BSI KCP Kisaran Self-Service Technology that consists of ATM, internet banking, and mobile banking. This study bring an implication that the optimizing Self-Service Technology would increase the Islamic Bank customer satisfaction.
Abrar Naim, B. M. (2022, June 14). BSI KCP Kisaran.
Agustina, D., & Krisnaningsih, D. (2023). Pengaruh Penggunaan BSI Mobile Terhadap Kepuasan Nasabah Di BSI Cabang Jenggolo. Jurnal Tabarru' : Islamic Banking and Finance, Volume 6 Nomor 1.
Arnita, N., Yarmunida, M., & Sumarni, Y. (2023). Pengaruh Self Service Technology (SST) Terhadap Kepuasan Nasabah Pengguna Layanan Digital (Studi Kasus Bank Syariah Indonesia). Jurnal Tabarru' : Islamic Banking and Finance, Volume 6 Nomor 1.
Dharmawan, SA. (2018). The Effect of Banking Digitalization Through Self-Priority. Economics, 572–578.
Ghozali, I. (2018). Aplikasi Analisis Multivariate dengan Program IBM SPSS 25. Semarang: Badan Penerbit Universitas Diponegoro.
Harahap, Z. (2020). Pengaruh Pelayanan M-Banking Terhadap Kepuasan Nasabah Pada Bank Syariah Mandiri Kota Prabumulih. ISLAMIC BANKING: Jurnal Pemikiran dan Pengembangan Perbankan Syariah, Volume 6 Nomor 1.
Hidayat, R. (2009). The Influence of Service Quality, Product Quality and Customer Value on Bank Mandiri Customer Satisfaction and Loyalty. Journal of Management and Entrepreneurship, Volume 11 Nomor 1, Page 59–72.
InfoBank. (2021). Digital Award Magazine, . pp. 45-47.
Khumaini, S., Fahrudin, & Samsuri. (2022). Pengaruh Fasilitas Layanan Internet Banking Dan Mobile Banking Terhadap Kepuasan Nasabah Bank Syariah Indonesia Kantor Cabang Tangerang. Al Maal : Journal of Islamic Economics and Banking, Vol 3 No 2.
McKinsey&Company. (2019). Digital banking in Indonesia: Building loyalty and generating growth. Jakarta: McKinsey&Company.
Nurdin, Musyawarah, I., & Nurfitriani. (2020). The Effect of Mobile Banking Services on Customer Satisfaction (Studies on Islamic Banking Students at IAIN Palu). Journal of Islamic Banking and Finance, Volume 2 Nomor 1 Page 87–104.
Pohan, I., & Jannah, N. (2022). Analisis Implementasi Produk Pembiyaan Murabahan di Regional Financing Operation PT. Bank Syariah Indonesia Tbk, Medan. Journal of Computer Science, Economics and Management ( JIKEM ), Volume 2, Nomor 1, Page 1111–16.
Rochmah, S., & Ernawati, F. (2022). Pengaruh Layanan Automatic Teller Machine (ATM), Internet Banking, dan Mobile Banking terhadap Tingkat Kepuasan Nasabah (Studi pada Bank Muamalat Indonesia Kantor Cabang Pembantu Pati). JURNAL INFOKAM, Vol. XVIII, No. 1.
Sari, A., Afrida, Y., & Mardiah, N. (2022). Pengaruh Kualitas Layanan Mobile Banking Terhadap Kepuasan Nasabah Bank Syariah Indonesia (Studi Kasus: ASN UIN Imam Bonjol Padang). Al-Masraf : Jurnal Lembaga Keuangan dan Perbankan, Volume 7, Nomor 1.
Syamtoro, B. (2020). Pengaruh Internet BankingTerhadap Kepuasan Nasabah Pada PT. Bank Bri Syariah Kebayoran Baru. Jurnal Ilmiah Wahana Pendidikan, Vol. 6, No.4.
Wahyuni, S., & Harahap, M. (2022). Effectiveness of Implementation of Financial Technology (Fintech) and Fundraising Strategies in Optimizing ZISWAF Collection (Zakat, Infaq, Alms, Waqf). Volume 6.
Wicaksono, B. (2015). The Effect of Self-Service Technology on Trust, Customer Satisfaction, and Customer Loyalty. Journal of Business Administration, Volume 25 Nomor 2.
Zulmaizar, M., & Rahman, A. (2019). Pengaruh Kualitas Pelayanan Automatic Teller Machine (ATM) Terhadap Kepuasan Nasabah Bank Mandiri Kantor Cabang Pembantu (KCP) Polewali Mandar Kecamatan Wonomulyo. J-ALIF Jurnal Penelitian Hukum Ekonomi Syariah dan Sosial Budaya Islam, Vol. 4, No. 1.
http://www.bankbsi.co.id Downloaded on July 2, 2022
http://www.bankmuamalat.co.id Downloaded on July 2, 2022
Copyright (c) 2023 Airlangga Journal of Innovation Management
This work is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
- The journal allows authors to hold copyright without restrictions and retain publication rights without restrictions. The author retains the copyright and grants the first publication rights to the journal, with his work simultaneously licensed under the Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License (CC BY-NC-SA). This license allows others to share the work with acknowledgment of authorship and initial publication in this journal, provided that the work is not used for commercial purposes and that any derivative works must use the same license.
- Authors may enter into additional contractual agreements for non-exclusive distribution of the journal publication version (e.g., uploading it to an institutional repository or publishing it in book form), while still including acknowledgment of the initial publication in this journal.
- Authors are allowed and encouraged to upload their work online (e.g., in an institutional repository or personal website) before and during the submission process. This can support productive scientific exchanges as well as increase citations to published works.
AJIM by UNAIR is licensed under a Creative Commons Attribution-NonCommercial-ShareAlike 4.0 International License.
