PENGARUH DIGITAL BANKING, ETIKA BISNIS ISLAM, DAN KUALITAS PELAYANAN TERHADAP KEPUASAN NASABAH BANK SYARIAH INDONESIA KOTA JAMBI

Aditya Nasrullah; Efni Anita; Eri Nofriza

doi:10.59003/nhj.v6i2.2223

Authors

Aditya Nasrullah Universitas Islam Negeri Sulthan Thaha Saifuddin Jambi
Efni Anita Universitas Islam Negeri Sulthan Thaha Saifuddin Jambi
Eri Nofriza Universitas Islam Negeri Sulthan Thaha Saifuddin Jambi

DOI:

https://doi.org/10.59003/nhj.v6i2.2223

Keywords:

digital banking, Islamic business ethics, service quality, customer satisfaction, Bank Syariah Indonesia.

Abstract

This study aims to analyze the influence of digital banking, Islamic business ethics, and service quality on customer satisfaction at Bank Syariah Indonesia (BSI) in Jambi City. A quantitative research approach with a survey method was employed. The population consisted of all BSI customers in Jambi City, while 100 respondents were selected using the Slovin formula with probability sampling techniques. Data were collected through Likert-scale questionnaires and analyzed using multiple linear regression with SPSS version 26. The findings indicate that, partially, digital banking has a positive and significant effect on customer satisfaction. In contrast, Islamic business ethics and service quality do not have a significant effect on customer satisfaction. However, simultaneously, digital banking, Islamic business ethics, and service quality have a significant influence on customer satisfaction. The coefficient of determination (Adjusted R Square) of 0.700 indicates that these three variables explain 70% of the variation in customer satisfaction, while the remaining 30% is influenced by other factors outside the scope of this study. The results demonstrate that digital banking is the most dominant factor affecting customer satisfaction at BSI Jambi City. Therefore, Bank Syariah Indonesia is expected to continuously improve its digital banking services by enhancing accessibility, security, speed, and reliability while maintaining the implementation of Islamic business ethics and service quality to strengthen customer satisfaction and loyalty.

Downloads

Download data is not yet available.

References

Ahmad, & Bambang. (2021). Pengaruh persepsi manfaat, persepsi kemudahan, keamanan, dan ketersediaan fitur terhadap minat ulang nasabah bank dalam menggunakan internet banking. Jurnal Studi Manajemen, 8(1).

Al-Hawari, M. A. (2022). Customer satisfaction and loyalty in banking services: The role of service quality. International Journal of Bank Marketing.

Ali Hasan. (2010). Marketing Bank Syariah. Ghalia Indonesia.

Arifudin, O. (2021). Manajemen Pemasaran. Bandung: CV Widina Media Utama.

Arwini Lusya Pusfita. (2024). Pengaruh kualitas layanan dan fitur produk BSI Mobile terhadap kepuasan nasabah Bank Syariah Indonesia di Kabupaten Bone. Jurnal Akuntansi dan Keuangan Syariah, 3(2).

Aziz, M. A., Hartati, N., & Yusup, D. K. (2020). Pengaruh beban biaya transaksi dan kualitas pelayanan mobile banking terhadap kepuasan nasabah.

Band, W. A. (1991). Customer Loyalty: How to Earn It, How to Keep It. Lexington Books.

Burhanudin Salam. (2000). Etika Individual: Pola Dasar Filsafat Moral. Jakarta: Rineka Cipta.

Danang Kurniawan. (2020). Service excellent berdasarkan perspektif Islam di bank syariah. Tawazun: Journal of Sharia Economic Law, 3(1).

Davis, F. D. (1989). Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly.

Dhika Amalia Kurniawan, & Muhammad Zaenal Abidin. (2018). Pengantar Pemasaran Islam.

Digital Banking. (2022). International Journal of E-Business Research, 18(1).

Fandy Tjiptono. (2020). Perspektif Manajemen dan Pemasaran Kontemporer. Yogyakarta: Andi.

Hannan, dkk. (2019). Pengaruh kualitas layanan terhadap kepuasan pelanggan dan loyalitas pelanggan. Jurnal Pustakawan Indonesia, 1(1).

Heni Noviarita Tohari. (2024). Kepuasan Pengguna. CV Adanu Abimata.

Hermanto. (2020). Faktor Pelayanan, Kepuasan dan Loyalitas Pelanggan. CV Jakad Publishing.

I Wayan Widiantara, & Trianasari. (2021). Pengaruh kualitas produk dan kualitas pelayanan terhadap kepuasan pelanggan Toyota Avanza di Singaraja. Bisma: Jurnal Manajemen, 7(1).

Imam Ghozali. (2021). Aplikasi Analisis Multivariate dengan Program IBM SPSS. Semarang: Badan Penerbit Universitas Diponegoro.

Iskandar. (2020). Metodologi Penelitian. Pustaka Press.

Ivan Gumilar. (2021). Metode Riset untuk Bisnis dan Manajemen.

Jannah, F. H., & Indrarini, R. (2024). Pengaruh etika bisnis Islam dan kualitas pelayanan online terhadap kepuasan pelanggan. Jurnal Ekonomika dan Bisnis Islam.

Jubaedi, dkk. Etika bisnis Islam. MALIA: Jurnal Ekonomi Islam, 9(2).

Kasmir, & Djakfar. Studi Kelayakan Bisnis. Jakarta: Prenadamedia Group.

Kementerian Agama RI. (2019). Al-Qur'an dan Terjemahannya (Surah Al-Mā'idah Ayat 48). Jakarta: Lajnah Pentashihan Mushaf Al-Qur'an, Badan Litbang dan Diklat Kementerian Agama RI.

Kotler, P., & Keller, K. L. (2020). Marketing Management.

Kotler, P., & Keller, K. L. (2016). Marketing Management (15th ed.). Pearson Education Limited.

Lukman Santoso Az, & Yutisa Tri Cahyani. (2020). Hukum Perbankan.

M. Quraish Shihab. (1998). Wawasan Al-Qur'an. Bandung: Mizan.

Meithiana Indrasari. (2020). Pemasaran dan Kepuasan Pelanggan.

Muhammad Djakfar. (2012). Etika Bisnis dalam Perspektif Islam.

Muhammad Djakfar. (2021). Etika bisnis Islam dalam perspektif teori dan praktik. Jurnal Ekonomi Syariah, 12(1).

Nachrowi, & Hadrius Usman. (2021). Penggunaan Teknik Ekonometri.

Nguyen, T. H., et al. (2021). Customer satisfaction in digital banking: The role of service quality and expectation confirmation. Journal of Asian Finance, Economics and Business.

Nihayatul Maskuroh. Etika Bisnis Islam.

Parasuraman, A., Zeithaml, V. A., & Berry, L. L. (2022). SERVQUAL Model.

Pratiwi, N., & Santoso, B. (2021). Pengaruh kualitas pelayanan terhadap kepuasan nasabah bank syariah. Jurnal Ekonomi Syariah.

Rahayu. (2021). Metode Kartesius Penelitian pada Layanan Jasa Bank.

Rahman, M., et al. (2023). Expectation-confirmation theory and customer satisfaction in digital services. Journal of Service Theory and Practice.

Rahmat Hidayat, & Muhammad Rifai. Etika Manajemen Perspektif Islam.

Rahmawati, D., & Hidayat, R. (2022). Pengaruh kualitas layanan digital banking terhadap kepuasan nasabah. Jurnal Perbankan Syariah.

Ratna Purnama Sari, dkk. (2018). Pengaruh etika pemasaran Islam terhadap kepuasan nasabah bank syariah. AL-INFAQ: Jurnal Ekonomi Islam, 9(2).

Reni Pratiwi, & Muhammad Yusuf. (2021). Pengaruh penerapan prinsip etika bisnis Islam terhadap customer retention pada Koperasi Syariah BMT Al-Ittihad Pekanbaru. Jurnal Akuntansi Manajemen Bisnis dan Teknologi, 1(2).

Rhenald Kasali, dkk. Modul Kewirausahaan untuk Program Strata 1.

Rika Rahim, Marlya Fatira AK, & Nia Apulina Karina. (2022). Pengaruh kualitas layanan dalam perspektif Islam terhadap kepuasan nasabah pada Mobile Banking BSI. Prosiding Konferensi Nasional Social & Engineering Polmed (KONSEP), 3(1).

Rosnaini Daga. (2021). Citra Kualitas Produk dan Kepuasan Pelanggan.

Rusdianti. (2020). Kepuasan nasabah terhadap kualitas layanan BNI E-Banking. Jurnal Dinamika Sosial Budaya, 18(2).

Sari, D. P., et al. (2024). Penerapan etika bisnis Islam dalam meningkatkan kepuasan nasabah. Jurnal Ekonomi dan Keuangan Syariah.

Sari, M., et al. (2023). Service quality and customer satisfaction in Islamic banking. Journal of Islamic Economics.

Sondakh. (2015). Kualitas layanan, citra merek, dan pengaruhnya terhadap kepuasan nasabah dan loyalitas nasabah tabungan. Jurnal Riset Bisnis dan Manajemen, 19(1).

Sugiyono. (2023). Metode Penelitian Kuantitatif, Kualitatif, dan R&D. Bandung: Alfabeta.

Suryani, & Hendryadi. (2020). Metode Riset Kuantitatif. Jakarta: Kencana.

Syifa Nurlatifah, Juhadi, & Fenny Damayanti Rusmana. Pengaruh kualitas layanan digital banking terhadap kepuasan nasabah pada Bank Syariah Indonesia di Kabupaten Subang. Jurnal Cendekia Ilmiah.

Tatik Suryani. (2017). Manajemen Strategik Bank di Era Global.

Teguh. (2015). Metodologi Penelitian Ekonomi. Jakarta: Raja Grafindo Persada.

Tomi Alifandi, & Muhammad Iqbal Fasa. Analisis pengaruh digitalisasi banking terhadap kepuasan nasabah. Jurnal Intelek dan Cendekiawan Nusantara.

Ustina, D. A., & Krisnaningsih, D. (2023). Pengaruh penggunaan BSI Mobile terhadap kepuasan nasabah. Jurnal Tabarru': Islamic Banking and Finance, 6(1).

Valarie A. Zeithaml, Mary Jo Bitner, & Dwayne D. Gremler. (2020). Customer satisfaction and service quality: An integrated perspective. Journal of Services Marketing, 34(3).

V. Wiratna Sujarweni. (2021). Metodologi Penelitian Bisnis dan Ekonomi Pendekatan Kuantitatif. Yogyakarta: Pustaka Baru Press.

Wulandari, R., et al. (2023). Kualitas pelayanan dan kepuasan nasabah pada sektor perbankan. Jurnal Administrasi Bisnis, 12(1).

Zeithaml, V. A., Bitner, M. J., & Gremler, D. D. (2023). Services Marketing.