PENGARUH TEKNOLOGI KEUANGAN DAN KUALITAS LAYANAN DIGITAL TERHADAP KEPUASAN NASABAH PADA BANK SYARIAH INDONESIA KCP MASBAGIK
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Abstract
This study aims to determine the effect of financial technology and digital service quality at Bank
Syariah Indonesia KCP Masbagik on customer satisfaction either partially or simultaneously. And
what is used in this study is primary data obtained directly from the answers of 100 respondents
who are customers of Bank Syariah Indonesia KCP Masbagik who use digital service facilities
such as BSI Mobile, BSI Internet Banking, BSI SMS Banking, and ATM. The analytical method
used is multiple linear regression analysis method. The results show that (1) the significance level
of the financial technology variable (X1) is 0.097, which is smaller than = 0.1. So it can be
concluded that Ho is rejected and Ha is accepted, which means that the financial technology
variable (X1) has a significant effect on customer satisfaction. (2) the level of significance of the
digital service quality variable (X2) is 0.006 which is smaller than = 0.1. So it can be concluded
that Ho is rejected and Ha is accepted, which means that the digital service quality variable (X2)
has a significant effect on customer satisfaction. (3) the acquisition of the Fcount value of 8.789
with a Sig value of 0.000. Which hereby indicates that the value of Fcount is greater than the
value of Ftable and the value of Sig is less than 0.1. It can be concluded that Ho is rejected and
Ha is accepted. This shows that financial technology and digital service quality together have a
significant influence on customer satisfaction. (4) the value of R2 (R Square) is 0.625 or 62.5%.
These results show that the influence of financial technology and digital service quality on
customer satisfaction is 62.5%. So it can be concluded that the independent variable used in this
model is able to explain the dependent variable of 62.5%. While the remaining 37.5% is
influenced by other variables that are not included in this research model
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