PENGARUH DIGITALISASI BYOND BY BSI TERHADAP KEPUASAN NASABAH BSI
Studi Nasabah BSI KC Pamekasan
DOI:
https://doi.org/10.24252/iqtishaduna.v7i1.59623Abstract
Abstrak
Perkembangan teknologi digital mendorong perbankan, termasuk Bank Syariah Indonesia (BSI), untuk menghadirkan layanan yang efisien dan sesuai kebutuhan nasabah. Salah satu inovasi terbaru adalah peluncuran BYOND by BSI, platform digital yang menggantikan aplikasi BSI Mobile dengan tampilan modern dan fitur yang lebih lengkap. Penelitian ini bertujuan untuk menganalisis pengaruh digitalisasi BYOND by BSI terhadap kepuasan nasabah BSI. Penelitian ini menggunakan pendekatan kuantitatif dengan teknik purposive sampling terhadap nasabah BSI di Kabupaten Sumenep. Data dikumpulkan melalui kuesioner dan dianalisis menggunakan metode SEM-PLS dengan bantuan software WarpPLS 8.0. Hasil penelitian menunjukkan bahwa digitalisasi melalui platform BYOND by BSI berpengaruh signifikan dan positif terhadap tingkat kepuasan nasabah dengan nilai koefisien sebesar 0,962 dan nilai p < 0,001. Hal ini menunjukkan bahwa semakin tinggi kualitas layanan digital BYOND, maka semakin tinggi pula kepuasan yang dirasakan oleh nasabah. Penelitian ini memperkuat pentingnya digitalisasi layanan perbankan syariah sebagai strategi dalam meningkatkan kualitas pelayanan dan loyalitas nasabah di era digital.
Kata Kunci: BYOND by BSI, Digitalisasi, Kepuasan Nasabah.
Abstract
The development of digital technology encourages banks, including Bank Syariah Indonesia (BSI), to provide services that are efficient and meet customer needs. One of the latest innovations is the launch of BYOND by BSI, a digital platform that replaces the BSI Mobile application with a modern look and more complete features. This study aims to analyze the effect of digitizing BYOND by BSI on BSI customer satisfaction. This study uses a quantitative approach with a purposive sampling technique of BSI customers in Sumenep District. Data were collected through questionnaires and analyzed using the SEM-PLS method with the help of WarpPLS 8.0 software. The results of the study indicate that digitalization through the BYOND by the BSI platform has a significant and positive effect on the level of customer satisfaction with a coefficient value of 0.962 and a p-value <0.001. This shows that the higher the quality of BYOND digital services, the higher the satisfaction felt by customers. This research reinforces the importance of the digitalization of Islamic banking services as a strategy to improve service quality and customer loyalty in the digital era.
Keywords: BYOND by BSI, Digitalization, Customer Satisfaction.
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Copyright (c) 2025 Ummi Kulsum, Nina Kurniawati, Labibah, Anisa Farah Ardy, Mujibno
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