Pengaruh Layanan Produk Dan Keamanan BSI Mobile Terhadap Kepuasan Nasabah (Studi Pada Mahasiswa Fakultas Ekonomi Dan Bisnis Islam Universitas Islam Negeri Sulthan Thaha Saifuddin Jambi)

Khairul Muzzammil Wisna; Rafidah .; Eri Nofriza

doi:10.35896/jse.v8i1.1484

Khairul Muzzammil Wisna UIN Sulthan Thaha Saifuddin Jambi
Rafidah . UIN Sulthan Thaha Saifuddin Jambi
Eri Nofriza UIN Sulthan Thaha Saifuddin Jambi

DOI: https://doi.org/10.35896/jse.v8i1.1484

Keywords: BSI Mobile, service quality, security, customer satisfaction, mobile banking.

Abstract

This study aims to analyze the influence of service quality and security of BSI Mobile on customer satisfaction among students of the Faculty of Islamic Economics and Business at the State Islamic University (UIN) Sulthan Thaha Saifuddin Jambi. The study employs a quantitative approach with an associative research design. Data were collected via questionnaires from 100 respondents selected using purposive sampling. Data analysis was conducted using multiple linear regression, partial tests (t-tests), simultaneous tests (F-tests), and the coefficient of determination. The results indicate that service quality has a positive and significant effect on customer satisfaction, with a calculated t-value of 3.375 and a significance level of 0.001. The security of BSI Mobile also has a positive and significant effect on customer satisfaction, with a calculated t-value of 5.434 and a significance level of less than 0.001. Simultaneously, service quality and security significantly influence customer satisfaction, with a calculated F-value of 25.776 and a significance level of less than 0.001. An Adjusted R-square value of 0.334 indicates that these two variables account for 33.4% of the variation in customer satisfaction, while the remainder is influenced by factors outside the research model. Based on the standardized regression coefficients, security exerts a relatively greater influence than service quality. This study underscores the importance of enhancing service quality and strengthening security systems to improve user satisfaction with digital banking services. However, the findings should be interpreted with caution, as the reliability scores for the service quality and security variables are relatively low, necessitating further evaluation.

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