Analisis Kepuasan Nasabah dalam Menggunakan Mobile Banking Bank Syariah Indonesia (Studi pada Mahasiswa di Kota Malang)

Abstract

           The purpose of this study is to determine customer satisfaction in utilizing Bank Syariah Indonesia (BSI) mobile banking among university students in Malang City. With the increasing use of digital banking services, especially among the younger generation, it is essential to understand the factors that influence user satisfaction. This study examines the impact of service quality, ease of use, and convenience on BSI Mobile user satisfaction. The research method used is a survey with a questionnaire as the data collection tool. The study respondents consist of university students in Malang City who use BSI Mobile. The findings of this study indicate that service quality, ease of use, and transactional convenience significantly influence customer satisfaction, although the examined variables only account for 34.6% of user satisfaction. This study concludes that improving service quality and transaction ease can enhance mobile banking user satisfaction. Furthermore, the study identifies limitations, such as the sample being restricted to university students in Malang City, and recommends further research with additional variables to gain a more comprehensive understanding. This study is expected to provide both theoretical and practical contributions to the development of Islamic banking knowledge and serve as an evaluation for Bank Syariah Indonesia in improving mobile banking services. The research adopts the Technology Acceptance Model (TAM) and the Theory of Reasoned Action (TRA) as theoretical frameworks, specifically to model user acceptance of technology. Therefore, future research is suggested to involve respondents from a broader area and incorporate additional variables that may influence user satisfaction.

Keywords: Service Quality, University Students in Malang City, Customer Satisfaction, BSI Mobile Users.