Pengaruh Kualitas Pelayanan Digital Perbankan, Inovasi Produk, dan Kepuasan Nasabah Terhadap Loyalitas Nasabah BSI Pengguna BYOND by BSI (Studi Kasus pada Masyarakat Kota Malang)

Muhammad Adiestha Al Barady, Dwiyani Sudaryanti, Dewi Diah Fakhriyyah

Abstract


This study aims to analyze the influence of digital banking service quality, product innovation, and customer satisfaction on the customer loyalty of Bank Syariah Indonesia (BSI). A quantitative approach was employed, utilizing a survey method involving the distribution of questionnaires to BSI customers. The data were analyzed using multiple linear regression. The results indicate that digital banking service quality, product innovation, and customer satisfaction simultaneously have a significant effect on customer loyalty. Individually, digital banking service quality has a positive and significant effect (regression coefficient of 0.113; Sig. 0.025), product innovation has a positive and significant effect (regression coefficient of 0.474; Sig. 0.000), and customer satisfaction has a positive and significant effect (regression coefficient of 0.272; Sig. 0.003). These findings demonstrate that product innovation is the variable exerting the most dominant influence on customer loyalty, followed by customer satisfaction and digital banking service quality.

Keywords: Digital banking service quality, product innovation, customer satisfaction, customer loyalty.


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References


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