Pengaruh Good corporate governance, Kualitas Layanan Digital, dan Kualitas Produk Berbasis Aplikasi Terhadap Kepuasan Nasabah Bank Syariah Indonesia di Kota Malang

Navendra Aninditya Damar Artha, Harun Alrasyid, Umi Nandiroh

Abstract


This study aims to analyze the influence of good corporate governance, digital service quality, and customer satisfaction at Bank Syariah Indonesia in Malang City. The study uses a quantitative approach with associative research types. The population in this study is the customers of Bank Syariah Indonesia in Malang City, while the research sample consists of 100 respondents determined using Hair's formula. Data was obtained through distributing questionnaires and analyzed with the help of SPSS software. The analysis techniques used include validity tests, reliability tests, normality tests, classical assumption tests, multiple linear regression analysis, F-tests, and t-tests. The research results show that good corporate governance has a positive and significant effect on customer satisfaction, while digital service quality and app-based product quality do not have a positive and significant effect on customer satisfaction individually. However, simultaneously, the variables of good corporate governance, digital service quality, and app-based product quality together have a positive and significant effect on customer satisfaction. Therefore, transparency in good corporate governance, improving digital service quality, and enhancing app-based product quality can boost customer satisfaction at Bank Syariah Indonesia in Malang.

Keywords: Good corporate governance, digital service quality, application-based product quality, customer satisfaction.


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References


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