Pengaruh Kualitas Pelayanan dan Mobile Banking terhadap Kepuasan Nasabah Bank Syariah
DOI:
https://doi.org/10.47065/arbitrase.v7i1.3386Keywords:
Service Quality; Mobile Banking Quality; Customer Satisfaction; Bank Syariah IndonesiaAbstract
Increasing competition in the Islamic banking industry has encouraged Bank Syariah Indonesia (BSI) to continuously improve service quality and mobile banking quality to enhance customer satisfaction. This study aims to analyze the effect of service quality and mobile banking quality on customer satisfaction at BSI KCP Jakarta Bona Indah, both partially and simultaneously. This research employed a quantitative approach using a survey method. Data were collected through questionnaires distributed to 100 respondents selected using a purposive sampling technique. The data were analyzed using IBM SPSS Statistics 30 through validity and reliability tests, classical assumption tests, multiple linear regression analysis, t-test, F-test, and coefficient of determination (R²). The results indicate that service quality has a positive and significant effect on customer satisfaction (t = 4.296; p < 0.001), while mobile banking quality also has a positive and significant effect on customer satisfaction (t = 6.161; p < 0.001). Simultaneously, both variables have a significant effect on customer satisfaction (F = 57.847; p < 0.001), with a coefficient of determination (R²) of 0.549, indicating that 54.9% of the variation in customer satisfaction is explained by service quality and mobile banking quality, while the remaining 45.1% is influenced by other factors outside this study. These findings suggest that improving service quality, supported by reliable, user-friendly, and secure mobile banking services, is an important strategy for enhancing customer satisfaction at BSI KCP Jakarta Bona Indah.
Downloads
References
Aida, Hermina, D., & Norlaila. (2025). Jenis Data Penelitian Kuantitatif (Korelasional, Komparatif, Dan Eksperimen). Al-Manba Jurnal Ilmiah Keislaman Dan Kemasyarakatan, 10(1), 31–40. Https://Doi.Org/10.69782/Almanba.V10i1.48
Fianto, B. A., Rahmawati, C. K., & Supriani, I. (2021). Mobile Banking Services Quality And Its Impact On Customer Satisfaction Of Indonesian Islamic Banks. Jurnal Ekonomi & Keuangan Islam, 7(1), 59–76. Https://Www.Academia.Edu/Download/59306124/11852-26893-4-Pb20190518-6204-1sywosr.Pdf
Giawa, L. W. N., Yunita, M., & Hasanah, U. (2025). Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Nasabah Pada Pt Bank Sumut Kcp Sei Sikambing. Arus Jurnal Sosial Dan Humaniora, 5(3), 3497–3507. Https://Doi.Org/10.57250/Ajsh.V5i3.1694
Gulo, N., Situmeang, M., & Riani, N. (2026). Pengaruh Efektivitas Dan Efesiensi Kerja Pegawai Terhadap Kepuasan Mahasiswa Fakultas Ilmu Administrasi Melalui Pelayanan Administrasi Sebagai Variabel Intervering Di Universitas Pembinaan Masyarakat Indonesia Medan. Journal Of Social And Economics Research, 7(2), 2249–2264. Https://Doi.Org/10.54783/Jser.V7i2.1387
Hasanuddin, H.-, & Rony, Z. T. (2025). Systematic Literature Review: Faktor-Faktor Yang Mempengaruhi Kualitas Pelayanan. Jemma (Journal Of Economic, Management And Accounting), 8(1), 46–59. Https://Doi.Org/10.35914/Jemma.V8i1.3098
Kapiso, L., & Andriana, R. (2025). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Pelanggan D’talaga Restaurant Dan Villa’s Kotamobagu. Riggs: Journal Of Artificial Intelligence And Digital Business, 4(2), 6806–6814. Https://Doi.Org/10.31004/Riggs.V4i2.1747
Kurniawan, M. R., & Masruchin. (2025). Pengaruh Kualitas Layanan Dan Nilai-Nilai Syariah Bank Terhadap Kepuasan Nasabah Bank Bsi Kcp Ahmad Yani Sidoarjo. Jurnal Tabarru’: Islamic Banking And Finance, 8(1), 206–217. Https://Doi.Org/10.25299/Jtb.2025.Vol8(1).22822
Mardhiyah, Dinilhaq, N. A., Amelia, Y., Arini, A., Hidayatullah, R., & Harmonedi. (2025). Populasi Dan Sampel Dalam Penelitian Pendidikan: Memahami Perbedaan, Implikasi, Dan Strategi Pemilihan Yang Tepat. Katalis Pendidikan?: Jurnal Ilmu Pendidikan Dan Matematika, 2(2), 208–218. Https://Doi.Org/10.62383/Katalis.V2i2.1670
Mushofa, M., Hermina, D., & Huda, N. (2024). Memahami Populasi Dan Sampel: Pilar Utama Dalam Penelitian Kuantitatif. Jurnal Syntax Admiration, 5(12), 5937–5948. Https://Doi.Org/10.46799/Jsa.V5i12.1992
Naufaliani, N., & Widyawan, B. (2025). Pengaruh Teknologi Informasi Dan Kualitas Layanan Terhadap Kepuasan Nasabah Bank Bca Cabang Kcu Tanjung Priok. In Available At Pertumbuhan Ini Jumabi (Vol. 5, Number 2). Https://Doi.Org/Https://Doi.Org/10.31334/Jambis.V5i2.4969
Putri, A. R. (2025). Pengaruh Kualitas Produk Dan Kualitas Pelayanan Terhadap Kepuasan Pelanggan Di Unit Usaha Retail Kobantitar Mart. Scientific Journal Of Reflection?: Economic, Accounting, Management And Business, 8(2), 584–593. Https://Doi.Org/10.37481/Sjr.V8i2.1090
Putro, H. T. L., Thamrin, & Samsudin. (2021). Pengaruh Kualitas Pelayanan Mobile Banking Terhadap Kepuasan Nasabah Pengguna Mobile Banking Pt. Bank Negara Indonesia Tbkdi Kcp Buaran Jakarta. Jurnal Administrasi Bisnis, 1(2), 48–56. Http://Ojs.Stiami.Ac.Id/Index.Php/Jumabi
Rahmi, L., Stevani, & Verawati, R. (2026). The Influence Of Student Perceptions Of Teacher Teaching Styles , Learning Interests , Learning Styles , Social Support , And Family Environment On Student Learning Achievement In Economics. Journal Of Practice Learning And Educational Development, 6(1), 687–698. Https://Doi.Org///Doi.Org/10.58737/Jpled.V6i1.818
Rahmi, P. P., Aryanti, A. N., & Azis, D. A. (2023). Pengaruh Kualitas Layanan Mobile Banking Terhadap Kepuasan Nasabah Bank Bca. Arbitrase: Journal Of Economics And Accounting, 3(3), 710–722. Https://Doi.Org/10.47065/Arbitrase.V3i3.660
Shofiah, S. M., Fakhriza, M. A. K., & Prihartono. (2022). Pengaruh Kualitas Mobile Banking Terhadap Kepuasan Nasabah Bank Bjb (Studi Pada Pengguna Bjb Digi Di Kota Bandung). Jurnal Ilmiah Mea (Manajemen, Ekonomi, Dan Akuntansi), 6(2). Https://Doi.Org/10.31955/Mea.Vol6.Iss2.Pp1-13
Syaharuddin, A. Z. S., Samad, S., & Bahari, A. F. (2025). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Pt. Bank Sulselbar Cabang Pangkep. Center Of Economic Student Journal, 8(1), 2621–8186. Https://Doi.Org/Https://Doi.Org/10.56750/Csej.V8i1.155
Syauqi, M. R. A., Nurfauji, B. B., Saputra, H. H., Zuriyah, Y., & Priatna, T. (2026). A Study Of Quantitative, Qualitative, And Mixed Methods Data Analysis Techniques In Indonesian National Journal Articles: Systematic Literature Review. Interdisiplin: Journal Of Qualitative And Quantitative Research, 3(1), 25–34. Https://Doi.Org/10.61166/Interdisiplin.V3i1.144
Wati, E. S., Fasa, M. I., & Suharto. (2023). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah. Jurnal Akuntansi, Manajemen, Bisnis Dan Teknologi (Ambitek), 3(1), 53–62. Https://Doi.Org/10.56870/Ambitek.V3i1.65
Wiyaldo, Aravik, H., & Fadilla. (2024). Pengaruh Digital Banking Dan Kualitas Pelayanan Terhadap Kepuasan Nasabah Bank Syariah Indonesia Km 12. Jurnal Ekonomi Bisnis, Manajemen Dan Akuntansi, 3(3), 645–664. Https://Doi.Org/10.61930/Jebmak.V3i3.764
Yuniasti, I., Evelina, T. Y., & Nurtjahjani, F. (2025). Pengaruh Kualitas Pelayanan Dan Kepercayaan Terhadap Kepuasan Konsumen Pengguna Face Recognition Boarding Gate Di Pt Kai Stasiun Malang Kota Baru. Jurnal Administrasi Dan Manajemen, 15(1), 95–104. Https://Doi.Org/10.52643/Jam.V15i1.4962
Bila bermanfaat silahkan share artikel ini
Berikan Komentar Anda terhadap artikel Pengaruh Kualitas Pelayanan dan Mobile Banking terhadap Kepuasan Nasabah Bank Syariah
ARTICLE HISTORY
How to Cite
Issue
Section
Copyright (c) 2026 Dina Zhafarina, Eneng Iviq Hairo Rahayu
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under Creative Commons Attribution 4.0 International License that allows others to share the work with an acknowledgment of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgment of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (Refer to The Effect of Open Access).
