Pengaruh Merger dan Layanan Digital Banking terhadap Kepuasan Nasabah BSI KCP Muara bungo M. Yamin
Abstract
This study aims to analyze the influence of a merger and digital banking services on customer satisfaction at Bank Syariah Indonesia (BSI), specifically the Muara Bungo M. Yamin branch. A quantitative approach was employed, with data collected via questionnaires distributed to customers using an accidental sampling technique. The data were analyzed using the Structural Equation Modeling–Partial Least Squares (SEM-PLS) method, facilitated by the SmartPLS 4 software. The results indicate that the merger has a positive and significant impact on customer satisfaction, with a path coefficient of 0.606, a t-statistic of 6.499, and a p-value of 0.000. Digital banking services also exert a positive and significant influence on customer satisfaction, with a path coefficient of 0.338, a t-statistic of 3.470, and a p-value of 0.001. These findings demonstrate that both variables contribute to explaining customer satisfaction, with the merger showing a larger path coefficient than digital banking services. This implies that BSI should sustain the benefits of the merger by enhancing service quality, developing products, and improving human resource competencies, while simultaneously strengthening digital services through ease of access, transaction security, and system reliability. This study provides empirical evidence regarding the importance of institutional transformation and the quality of digital services in enhancing customer satisfaction within the Islamic banking sector.
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