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Habibi, D. A., Sari, A., & Rosilawati, W. (2024). The Influence of Mobile Banking Service Quality and Trust on Customer Satisfaction of Indonesian Sharia Bank (BSI KC Bandar Lampung Diponegoro). KnE Social Sciences, 9(16), 57–72. https://doi.org/10.18502/kss.v9i16.16234

https://doi.org/10.18502/kss.v9i16.16234

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authors

  • Dr. Ahmad Habibi

    Dr. Ahmad Habibi

    Universitas Islam Negeri (UIN) Raden Intan Lampung, Indonesia
    https://orcid.org/0009-0003-3930-9814
  • Anisyarulyta Sari

    Anisyarulyta Sari

    Universitas Islam Negeri (UIN) Raden Intan Lampung, Indonesia
  • Weny Rosilawati

    Weny Rosilawati

    Universitas Islam Negeri (UIN) Raden Intan Lampung, Indonesia

Published Date

  • May 17, 2024

The Influence of Mobile Banking Service Quality and Trust on Customer Satisfaction of Indonesian Sharia Bank (BSI KC Bandar Lampung Diponegoro)

KnE Social Sciences / 1st International Conference on Islamic Economics, Business Development and Studies (1st ICIEBDS) / Pages 57–72

Abstract

This study aims to determine the effect of mobile banking service quality and trust on customer satisfaction either partially or simultaneously. The data used in this study is primary data obtained directly from the answers of 80 respondents (customers of Bank Syariah Indonesia Kc Bandar Lampung Diponegoro), who downloaded and used the Bsi Mobile Banking application as a transaction medium. The analytical method used is the multiple linear regression analysis method. Based on the results of the study it is known that the variable quality of mobile banking services influences customer satisfaction from the t value greater than t table 7.274 > 1.994. For the calculated t trust variable, it is 3.431 > 1.994. This indicates that the trust variable has a significant influence on customer satisfaction. And on the results of the simultaneous test, the two variables together have a significant influence on customer satisfaction with f count greater than f table of 289.776 > 3.15. In the coefficient of determination test (R2), the variation of the independent variables used in the model can explain 88.3% of the dependent variation.


Keywords: service quality, mobile banking, trust, customer satisfaction

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