Integration of Digital-based Banking Services on Customer Satisfaction (Study of Indonesian Islamic Banks)
Abstract
The study’s population comprised 18,203 individuals who were registered customers of Bank Syariah Indonesia Labuhanbatu Selatan Regency as of December 2022. The authors decided to use a sample of 100 people because the sampling technique refers to the minimum sample size in PLS-SEM, which is 30-100 sample sizes. A purposive sampling technique was used for the sample withdrawal procedure in order to take into account customers who had saved for about six months. Techniques for gathering data include written data or primary data, interviews, and questionnaires (Google Form). The author used the SmartPLS 4.0 for the data analysis, to demonstrate any partial direct influence between the independent and dependent variables. The study’s findings are as follows: 1) variables related to Islamic banks’ digitalization partially affect banking innovation; 2) variables related to Islamic banks’ digitalization partially affect customer satisfaction; 3) variables related to banking innovation partially affect customer satisfaction; 4) variables related to banking services partially affect banking innovation; 5) variables related to banking service partially affect customer satisfaction; 6) variables related to trust partially affect banking innovation; and 7) variables related to trust partially have no positive and insignificant effect on customer satisfaction.
Keywords: Islamic banking digitalization, banking services, trust, banking innovation, customer satisfaction
References
[1] Wilardjo SB. PENGERTIAN, PERANAN DAN PERKEMBANGAN BANK SYARIAH DI INDONESIA. VALUE ADDED. 2005;2(1):1–10.
[2] Dianita AD, Irawan H. Asy-Syarikah Asy-Syarikah. Asy-Syarikah. 2021;3(2):147–58.
[3] Engkur, “Pengaruh kualitas pelayanan terhadap kepuasan nasabah bank syariah di dki jakarta,” J. Akunt. dan Manajemen, vol. 14, no. 01, pp. 23–35, 2018.
[4] Bakhri BS, Astuti D. “PERBANKAN SYARIAH : SEBUAH KAJIAN KEPUASAN PELAYANAN NASABAH DI KOTA PEKANBARU,” J. Tabarru’. Islam. Bank. Financ. 2021;4(November):541–50.
[5] M. Santi, “Jurnal Eksyar ( Jurnal Ekonomi Syariah) PERKEMBANGAN EKONOMI SYARIAH DI INDONESIA,” J. Eksyar ( Jurnal Ekon. Syariah), vol. 07, no. 01, pp. 47–56, 2019.
[6] Mahargiyantie S. “Peran Strategis Bank Syariah Indonesia dalam Ekonomi Syariah di Indonesia,” Al - Misbah, vol. 1, no. 2, pp. 83–94, 2020, [Online]. Available: http://jurnal.umika.ac.id/index.php/almisbah/article/view/135
[7] D. Charisma, “PORTRAIT OF THE PERFORMANCE OF INDONESIAN SHARIA BANK (BSI) IN DEVELOPING THE HALAL INDUSTRY IN INDONESIA,” AdBispreneur J. Pemikir. dan Penelit. Adm. Bisnis dan Kewirausahaan, vol. 3, no. 2, p. 6, 2021.
[8] Y. Pristiyono, Juliana and Prayoga, “MEASURING CUSTOMER TRUST THROUGH DIGITAL,” J. Ekon. Bisnis dan Kewirausahaan, vol. 11, no. 2, pp. 214–229, 2022.
[9] Salam A. “Inklusi Keuangan Perbankan Syariah Berbasis Digital-Banking: Optimalisasi dan Tantangan,” Al-Amwal J. Ekon. dan Perbank. Syari’ah. 2018;10(1):63.
[10] Rustamaji HC, Perwira RI, Hartono EB. Integrasi Aplikasi Layanan Publik Menggunakan Sistem Antrian Berbasis Digital Signage. Telematika. 2018;15(2):109.
[11] Hikmah M. “Tingkat Ketertarikan Masyarakat Muslim Terhadap Bank Syariah Di Yogyakarta, Indonesia,” Semin. Forum Ilm. Keuang. Negara, vol. 4, no. 1, p. 1, 2017, [Online]. Available: http://ejournal.uinsuska. ac.id/index.php/hukumislam/article/view/2678
[12] Luthfiatussa’dyah D, Kosim AM, Devi A. “Strategi Optimalisasi Digitalisasi Produk Perbankan pada Bank Syariah Indonesia,” El-Mal J. Kaji. Ekon. Bisnis Islam. 2022;4(3):783–802.
[13] Vebiana V. Perbankan Digital, Pengalaman Pelanggan, dan Kinerja Keuangan Bank Syariah. Ind.: Res. Work. Natl. Semin; 2018. pp. 747–51.
[14] Maulidya GP, Afifah N. Perbankan Dalam Era Baru Digital: menuju Bank 4. 0. Proceeding Semin. Bisnis Seri. 2021;V:278–88.
[15] Agustin H. “Teori Bank Syariah,” JPS ( Jurnal Perbank. Syariah), vol. 2, no. 1, pp. 67–83, 2021, https://doi.org/10.46367/jps.v2i1.279.
[16] Valipour A, Noraei M, Kavosh K. a Meta-Analysis of Customer Loyalty in the Banking. ASEAN Mark. J. 2018;X(2):137–55.
[17] Chai BB, Tan PS, Goh TS. “Banking Services that Influence the Bank Performance,” Procedia - Soc. Behav. Sci., vol. 224, no. August 2015, pp. 401–407, 2016, https://doi.org/10.1016/j.sbspro.2016.05.405.
[18] Kurniawan D. Service Excellent Berdasarkan Prespektif Islam di Bank Syariah. TAWAZUN J. Sharia Econ. Law. 2020;3(1):63.
[19] Fianto BA. Mobile banking services quality and its impact on customer satisfaction of Indonesian Islamic banks. J. Ekon. Keuang. Islam. 2021;7(1):59–76.
[20] Frimayasa A. Konsep Dasar Dan Strategi Pelayanan Prima (Service Excellent) Pada Perusahaan Telekomunikasi Indosat Ooredo. Cakrawala. 2017;XVII(1):65–71.
[21] Sulistyowati E. ANALISIS FAKTOR – FAKTOR YANG MEMPENGARUHI KEPUASAN NASABAH ASURANSI DI PT. ASURANSI BUMIPUTERA MUDA 1967 (BUMIDA) SURABAYA. Global. 2018;03(01):55–67.
[22] Bijlsma M, van der Cruijsen C, Koldijk J. Determinants of Trust in Banks’ Payment Services During COVID: An Exploration Using Daily Data. Economist. 2022;170(2):231–56.
[23] Rhanoui S. Banking Goes Digital: The Main Determinants of the Clients’ Satisfaction and Trust toward Fintech-Based Services. Int. J. Econ. Financ. Issues. 2022;12(5):10– 20.
[24] Putera AP. Prinsip Kepercayaan Sebagai Fondasi Utama Kegiatan Perbankan. J. Huk. Bisnis Bonum Commune. 2020;3(1):128–39.
[25] I. weill;Laurant; Fungá, Zuzana;Hasan, “Trust in Banks | Accenture,” Elsevier, pp. 1–53, 2016, [Online]. Available: https://www.accenture.com/gb-en/company-news-releasetrust- banks-customer-risk
[26] Wahyuni E. Pengaruh Kepercayaan dan Kepuasan terhadap Loyalitas Nasabah Perbankan Syariah. Akmenika. 2015;12(2):683–8.
[27] Astuti YW, Agriyanto R, Turmudzi A. “Pengaruh Kualitas Layanan, Nilai Nasabah, Kepercayaan dan Kepuasan Terhadap Loyalitas Nasabah Pengguna Layanan Mobile Banking Syariah,” J. Sains Pemasar. Indones. Indonesian J. Mark. Sci. 2020;19(3):134–58.
[28] Magallón González HB, Galeana Figueroa E, Prado-Roman C. Banking innovations and their effect on profitability. Mercados y Negocios. 2022;(47):23–58.
[29] Volkers M. No TitleE?ENH. A??????. 2019;8(5):55.
[30] Rashin MA, Ghina A. Identifikasi Inovasi dan Kinerja Bisnis dalam Meningkatkan Daya Saing. J. Penelit. Pendidik. 2018;18(2):213–9.
[31] Kogabayev T, Maziliauskas A. “The definition and classification of innovation,” HOLISTICA – J. Bus. Public Adm. 2017;8(1):59–72.
[32] Manyanga W. EFFECT OF INTERNET BANKING ON CUSTOMER SATISFACTION IN THE BANKING SECTOR IN ZIMBABWE. Int J Inf Bus Manag. 2022;14(2).
[33] R. FAROOQI. “IMPACT OF INTERNET BANKING SERVICE QUALITY ON CUSTOMER SATISFACTION,” J. Internet Bank. Commer., vol. 22, no. 1, 2017, [Online]. Available: http://eprints.utm.my/8136/
[34] Jannah IF, Djakfar I, Dianah A. Pengaruh Kualitas Digital Banking Terhadap Kepuasan Nasabah Pada Bni Syariah Cabang Banda Aceh. JIHBIZ Glob. J. Islam. Bank. Financ. 2020;2(1):1.
[35] Siska E. Exploring the Essential Factors on Digital Islamic Banking Adoption in Indonesia: A Literature Review. J. Ilm. Ekon. Islam. 2022;8(1):124.
[36] Zouari G, Abdelhedi M. Customer satisfaction in the digital era: evidence from Islamic banking. J Innov Entrep. 2021;10(1):9.
[37] Alfarizi M. Assessing the Relationship between Customer Satisfaction and Digital Service Retention : Evidence from Indonesian Islamic Banking. Int. J. Islam. Econ. Financ. 2023;6( January):151–80.
[38] Agolla JE, Makara T, Monametsi G. Impact of banking innovations on customer attraction, satisfaction and retention: the case of commercial banks in Botswana. Int. J. Electron. Bank. 2018;1(2):150.
[39] R. Moosa and S. Kashiramka, “Objectives of Islamic banking, customer satisfaction and customer loyalty: empirical evidence from South Africa,” J. Islam. Mark., 2022, https://doi.org/10.1108/JIMA-01-2022-0007..
[40] Lin C, Liu S, Wei L. Banking and Innovation. SSRN. 2018;(815): https://doi.org/10.2139/ssrn.3198681.
[41] Akhisar I, Tunay KB, Tunay N. The Effects of Innovations on Bank Performance: The Case of Electronic Banking Services. Procedia Soc Behav Sci. 2015;195:369–75.
[42] Ahmed S, Mohiuddin M, Rahman M, Tarique KM, Azim M. The impact of Islamic Shariah compliance on customer satisfaction in Islamic banking services: mediating role of service quality. J Islamic Mark. 2022;13(9):1829–42.
[43] Manik AF. “Customer Satisfaction and Loyalty in Islamic Banking: The Role of Quality, Economic, and Image,” IOP Conf. Ser. Mater. Sci. Eng., vol. 662, no. 3, 2019, https://doi.org/10.1088/1757-899X/662/3/032027.
[44] Bhat SA, Darzi MA, Parrey SH. Antecedents of Customer Loyalty in Banking Sector: A Mediational Study. Vikalpa. 2018;43(2):92–105.
[45] Lockl J, Stoetzer JC. “Trust-free Banking Missed the Point-The Effect of Distrust in Banks on the Adoption of Decentralized Finance Technology Use Case Development View project Artifacts for Blockchain Projects View project,” Twenty-Ninth Eur. Conf. Inf. Syst. (ECIS 2021), [Marrakesh, Morocco|A Virtual AIS Conf., no. Ecis, pp. 1–16, 2021, [Online]. Available: https://www.researchgate.net/publication/351082259
[46] Claudia Mawey IW, Tumbel AL. Pengaruh Kepercayaan Dan Kualitas Layanan Terhadap Kepuasan Nasabah Pt Bank Sulutgo. J. EMBA. 2018;6(3):1198–207.
[47] Zsigmondová A, Zsigmond T, Machová R. “Theoretical Background to the Role of Trust in Marketing,” SHS Web Conf., vol. 115, p. 03019, 2021.