Effect of Self-Service Technology on Customer Satisfaction in Islamic Banks in Indonesia : FEBI UINSU Students
DOI:
https://doi.org/10.61194/ijjm.v5i3.1217Keywords:
Self Service Technology, ATMs, Mobile Banking, Customer SatisfactionAbstract
With the advancement of technology, particularly in the banking sector, innovations like ATMs and Mobile Banking have significantly evolved. However, there are accompanying challenges such as security vulnerabilities and network disruptions, which can lead to customer apprehension and dissatisfaction. This research aims to explore the impact of Digital Banking with Self-Service Technology (ATM and Mobile Banking) on Customer Satisfaction in Sharia Banks. The study employs a quantitative research approach with primary data collected through questionnaires from a sample of 50 respondents. Data analysis utilizes SPSS version 23. The findings indicate that both M-Banking and ATM services significantly influence customer satisfaction. Statistical tests, including partial and simultaneous tests, reveal significance levels < 0.05, underscoring the impact of M-Banking and ATM services on enhancing customer satisfaction. Implications from this research underscores the critical role of M-Banking and ATM services in shaping customer satisfaction within Sharia Banks. By addressing security concerns and optimizing network reliability, banks can enhance customer trust and loyalty. Insights from this study can guide banks in refining their digital strategies, improving service quality, and ultimately fostering stronger customer relationships in the digital banking era.
Downloads
References
Anggraini, T., & Hasibuan, M. H. (2023). Penerapan Sistem Bagi Hasil Sebagai Faktor Keputusan Nasabah DalamMenggunakan Jasa Pada Tabungan Dan Deposito Mudharabah Di Bank SUMUT KCP. Innovative: Journal Of Social Science, 3(6), 5202–5218. http://j-innovative.org/index.php/Innovative/article/view/5906%0Ahttps://j-innovative.org/index.php/Innovative/article/download/5906/4840
Amisah, Indrayani, E, Mukodim, D. (2024). The Effect of Consumer Perceptions and Innovation Adoption on Their Intentions to Purchase Online. Ilomata International Journal of Management. 5(2). 359-374. https://www.ilomata.org/index.php/ijjm/article/view/1082/576
Arnita, N., Yarmunida, M., & Sumarni, Y. (2023). Pengaruh Self Service Technology (Sst) Terhadap Kepuasan Nasabah Pengguna Layanan Digital (Study Kasus Bank Syariah Indonesia). Jurnal Tabarru’: Islamic Banking and Finance, 6(1), 72–80. https://doi.org/10.25299/jtb.2023.vol6(1).12784
Dzainullah. (2020). VOL. 5 No. 2. Pengaruh Kualitas Pelayanan, Persepsi Harga Dan Lokasi Terhadap Kepuasan Konsumen Berbelanja Di Swalayan Superindo Kota Surabaya, 5(2), 1–14. Pengaruh Strategi Pembelajaran Berbasis Tik Dan%0akecerdasan Emosional Siswaterhadap Hasil Belajar Kimia Siswa Sma Negeri Kejuruan Muda Kabupaten Aceh Tamiang
Etin. (2021). Pengaruh Fasilitas Layanan Mobile Banking.
Fandi, A. (2019). Pengaruh Kualitas Layanan Terhadap Minat Nasabah Menggunakan Mobile Banking PT Bank Syariah Mandiri Surabaya. Jurnal Ekonomi Islam, 2(3), 110–117. http://jurnalmahasiswa.unesa.ac.id/index.php/jei/
Fatih, M. L., & Dalimunthe, N. (2023). Indonesia Dalam Penanganan Permasalahan Pengguna Automatic Teller Machine ( Atm ). 241–250.
Hamdan, Adiyanto Y, Sunaryo D. (2024). Analysis of QRIS Payment System Financial Literacy and Financial Management Performance on the Development of MSMEs. Ilomata International Journal of Management. 2(2), 442-453. https://www.ilomata.org/index.php/ijjm/article/view/1123/583
Imsar, Nurhayati, & Harahap, I. (2023). Analysis of Digital Education Interactions , Education Openness , Islamic Human Development Index ( I-HDI ) and Indonesia ’ s GDE Growth. Edukasi Islami: Jurnal Pendidikan Islam, 12(01), 753–772. https://doi.org/10.30868/ei.v12i01.4265
Iriani, A. F. (2018). Minat Nasabah dalam Penggunaan Mobile Banking Pada Nasabah Bank Syariah Mandiri Kota Palopo. DINAMIS- Journal of Islamic Management and Bussines, 2(2), 100.
Kurniawati, E., Imsar, & Harahap, R. D. (2023). Analisis Pengukuran Kinerja Perbankan Syariah dengan Menggunakan Metode Angels (Studi Kasus pada Bank Syariah Indonesia KCP. Medan Ringroad). Jurnal EMT KITA, 7(4), 1201–1210. https://doi.org/10.35870/emt.v7i4.1646
Lubis, F. A. (2023). Analysis of User Reviews on the Use of Fintech Dana Syariah. International Journal of Science and Society, 5(2), 70–79. https://doi.org/10.54783/ijsoc.v5i2.671
Mariatul Jannah. (2021). MaTerhadap, A. T. M., Nasabah, K., Bertransaksi, D., & Bank, D. I. (2021). Mariatul Jannah*. 2(01).riatul Jannah*. 2(01).
Meliyani, Syahriza, R., & Harianto, B. (2024). Analisis Faktor Yang Mempengaruhi Minat Mahasiswa FEBI UINSU Untuk Memilih Berkarir Di Perbankan Syariah. Jurnal Tabarru’: Islamic Banking and Finance, 7(1), 14–30. https://eprints.walisongo.ac.id/21520/1/Skripsi_1905036095_Muchibatul Chusna_Lengkap.pdf
Muhammad Syahbudi, Reza Nurul Ichsan, Lilis Suriani Gultom, Ahmad Karim, L. N. (2020). The Correlation and Significant Effect On the Product Quality Perception, Trust and Customers’ Value Towards the Image Of Syariah Banking in Medan. Libertine Enlightenment: Sex Liberty and Licence in the Eighteenth Century, 17(7), 1–256.
Nasution, M. I. P., Syafaruddin, Yafiz, M., Nurhayati, & Nasution, S. (2019). Mobile composite application simulator as efficient learning media. ARPN Journal of Engineering and Applied Sciences, 14(9), 1790–1794.
Nurdin, N., Musyawarah, I., Nurfitriani, N., & Jalil, A. (2020). Pengaruh Pelayanan Mobile Banking Terhadap Kepuasan Nasabah (Studi Pada Mahasiswa Perbankan Syariah IAIN Palu). Jurnal Ilmu Perbankan Dan Keuangan Syariah, 2(1), 87–104. https://doi.org/10.24239/jipsya.v2i1.24.87-104
Nurparliana, L., Astuti, T., & Miswan. (2022). Pengaruh Pengetahuan, Kepercayaan, Dan Kemudahan Penggunaan E-Channel Terhadap Minat Bertransaksi Ulang Secara Online ( Studi Kasus Pada Nasabah Btn Kc Kelapa Gading Square ). Seminar Nasional Pariwisata Dan Kewirausahaaan, 1, 310–322.
Pratama, I. L., & Effendi, T. S. W. (2023). Penerapan Self-Service Berbasis E-Card Payment Dalam Mewujudkan Digitalisasi Penjualan BBM di SPBU yang Sustainable, Efisien, dan Profitabilitas. INOBIS: Jurnal Inovasi Bisnis Dan Manajemen Indonesia, 6(2), 281–289. https://doi.org/10.31842/jurnalinobis.v6i2.275
Putri, A., & Marlius, D. (2022). Penerapan M-Banking dalam Meningkatkan Jasa dan Layanan Perbankan di PT. Bank Tabungan Negara (Persero) Tbk. Kantor Cabang Padang. Jurnal OSF, 1–12. www.btn.co.id
Rahmat Daim, imsar, Ramadhani, H. aryo. (2023). Bursa : Jurnal Ekonomi dan Bisnis Pendekatan Sharia Conformity dan Profitability Index dalam Menilai Kinerja Bank Umum Syariah Melalui Pertumbuhan Dana Pihak Ketiga. 2(3).
Ramadhani, N., & Imanda Firmantyas Putri Pertiwi. (2023). The Influence of Self Service Technology, Customer Intimacy and Customer Delight on Customer Lotalty With Customer Bonding as An Intervening Variable. Social Science Studies, 3(2), 144–164. https://doi.org/10.47153/sss32.6792023
Rozi, F., & Ziyad, M. (2019). Pengaruh Kepercayaan, Persepsi Kegunaan, Persepsi Kemudahan, dan Persepsi Kenyamanan Terhadap Minat Menggunakan Layanan Mobile Banking Bank BTN. Jurnal Sains Manajemen Dan Kewirausahaan, 3(2), 92–102. http://ppjp.ulm.ac.id/journal/index.php/jsmk
Sahyu Siregar, R. P. (2023). Pengaruh Digitalisasi Perbankan Melalui Self Service Technology Terhadap Kepuasan Nasabah Penggunaan Layanan Digital Bank Syariah Pada Bank Syariah Indonesia KCP Kabanjahe. Al-Sharf Jurnal Ekonomi Islam Vol. 4, No. 2 (2023) || ISSN 2723-5440 (Online) Pengaruh, 4(2), 114–128.
Sari, M. S., & Mustika, D. (2022). The Effect of Automated Teller Machines (ATM) on Customer Satisfaction at Bank Syariah Indonesia Duri Branch Office. Finest: Jurnal Riset Dan Pengembangan Ekonomi Islam, 6(2), 150–168. http://www.journal.staihubbulwathan.id/index.php/finest/article/view/3266%0Ahttp://www.journal.staihubbulwathan.id/index.php/finest/article/download/3266/1378
Simanjuntak, D. C. Y., Limbert, C., & Edison, D. (2022). Pengaruh Lokasi Bank, Kualitas Produk dan Kualitas Pelayanan Anjungan Tunai Mandiri (ATM) Terhadap Kepuasan Nasabah PT Bank Sinarmas Medan. Jurnal Sosial Ekonomi Dan Humaniora, 8(4), 479–484. https://doi.org/10.29303/jseh.v8i4.143
Soemitra, A. (2021). The Relevance of Islamic Economics and Finance Fundamentals to the Contemporary Economy: Islamic Economist Perceptions. Share: Jurnal Ekonomi Dan Keuangan Islam, 10(2), 329. https://doi.org/10.22373/share.v10i2.9544
Tuti Anggraini, I. A. (2021). Analisis Strategi Pemasaran Produk Pembiayaan Pensiun Pada Bank Syariah Indonesia KCP Stabat. Journal Economy and Currency Study (JECS), 3(2), 47–66. https://doi.org/10.51178/jecs.v3i2.298
Wiska, M., Purwanto, K., & Vitaloka, N. (2023). Pengaruh SMS Banking, Mobile Banking, Fasilitas Automated Teller Machine (ATM) Terhadap Kepuasan Nasabah pada PT Bank BRI Unit Rimbo Ilir. Jurnal Ekonomi Dan Bisnis, 1(4), 581.
Yuslem, N., Nurhayati, N., & Hasibuan, A. F. H. (2023). Analysis of the problems of Islamic financial literacy for Muslim scholars. Jurnal Ekonomi & Keuangan Islam, 9(1), 45–61. https://doi.org/10.20885/jeki.vol9.iss1.art4
Downloads
Published
How to Cite
Issue
Section
License
This work is licensed under a Creative Commons Attribution 4.0 International License.
