Pengaruh Self Service Technology (SST) Terhadap Kepuasan Nasabah Bank Umum Syariah
DOI:
https://doi.org/10.33558/attamwil.v3i2.8203Keywords:
Self Service Technology, Automatic Teller Machine, Mobile Banking, Customer SatisfactionAbstract
This research aims to explain the influence of Self Service Technology on the satisfaction of customers of Sharia Commercial Banks. The variables used in this study are two independent variables, X1 ATM and X2 Mobile Banking. The method used is a quantitat4e method with data collection through the distribution of questionnaires to customers of Sharia Commercial Banks who use Self Service Technology. The sampling technique used in this research is purpos4e sampling, with a sample size of 100 respondents. The focus of this research is on students of Un4ersitas Islam 45 Bekasi who have accounts in Sharia banks and use Self Service Technology. Instrument testing is conducted using validity and reliability tests. Data analysis is performed using classic assumption tests and hypothesis testing with multiple linear regression. The results of this study indicate that ATM and Mobile Banking services have a posit4e impact on the satisfaction of customers of Sharia Commercial Banks. This is because customers who use ATM services usually use them for cash withdrawals, while Mobile Banking is commonly utilized for transactions other than cash withdrawals because it can be done anywhere and anytime.
Downloads
References
Abdul Majid, R., & Sardiana, A. (2023). Pengaruh Pendapatan, Kepercayaan, Dan Pengetahuan Terhadap Minat Membayar Zakat (Studi Pada Karyawan Di Kawasan Mega Kuningan). At-Tamwil: Journal of Islamic Economics and Finance, 2(2), 155–169. https://doi.org/10.33558/attamwil.v2i2.8052
Ardyansyah, F. (2023). Manajemen Pemasaran Syariah Berbasis Digital Pada Tabungan Easy Wadiah DI BSI KCP Lamongan Dalam Upaya Meningkatkan Minat Nasabah. Jurnal Tabarru’: Islamic Banking and Finance, 6(2), 612–624.
Arnita, N., Yarmunida, M., & Sumarni, Y. (2023). Pengaruh Self Service Technology (Sst) Terhadap Kepuasan Nasabah Pengguna Layanan Digital (Study Kasus Bank Syariah Indonesia). Jurnal Tabarru’: Islamic Banking and Finance, 6(1), 72–80.
Azizah, A. N. (2022). Penentuan Lokasi Atm Bank Syariah Indonesia Menggunakan Metode Fuzzy C Means Di Kabupaten Jember. Jurnal Matematika Sains Dan Teknologi, 23(2), 68–79.
Bangko, U. S., Munadiati, M., Riza, M., & Fahriansah, F. (2024). Pengaruh Promosi, Kualitas Produk Dan Pelayanan Terhadap Kepuasan Nasabah Easy Wadhi’ah Pada Bank Syariah Indonesia Di KCP Kutacane. Iltizam : Jurnal Ekonomi Dan Keuangan Islam, 2(1), 1–16. https://doi.org/10.35316/iltizam.v2i1.4862
Barlian, E. (2016). Metodologi penelitian kualitatif & kuantitatif. https://osf.io/preprints/inarxiv/aucjd/
Detik News. (2022). Tren Digital di Bank Syariah. https://news.detik.com/kolom/d-6489188/tren-digital-di-bank-syariah
Fauzi, F., & Putra, P. (2020). Analisis Jalur Pengaruh Kualitas Pelayanan dan Citra Perusahaan Terhadap Loyalitas Nasabah Melalui Kepuasan Nasabah Sebagai Variabel Intervening di Bank BNI Syariah. MASLAHAH (Jurnal Hukum Islam Dan Perbankan Syariah), 11(1), 33–41.
Fikri, S., Wiyani, W., & Suwandaru, A. (2016). Pengaruh Kualitas Pelayanan Terhadap Kepuasan Dan Loyalitas Mahasiswa. 3.
Firmansyah, M., & Masrun, M. (2021). Esensi perbedaan metode kualitatif dan kuantitatif. Elastisitas: Jurnal Ekonomi Pembangunan, 3(2), 156–159.
Fitria, A., Munawar, A., & Pratama, P. P. (2021). Pengaruh Penggunaan Internet Banking, Mobile Banking Dan SMS Banking Terhadap Kepuasan Nasabah Bank BNI. Jurnal Informatika Kesatuan, 1(1), 43–52. https://doi.org/10.37641/jikes.v1i1.406
Gultom, D. K., Arif, M., & Fahmi, M. (2020). Determinasi kepuasan pelanggan terhadap loyalitas pelanggan melalui kepercayaan. Maneggio: Jurnal Ilmiah Magister Manajemen, 3(2), 171–180.
Hasnati, H. (2019). Tanggung Jawab Direksi Terhadap Terjadinya Kredit Macet Pada Perbankan Berdasarkan Undang-Undang Nomor 40 Tahun 2007. Soumatera Law Review, 2(1), 79–93.
Imran, A. F., Bado, B., & Solikhatun, I. (2023). Banking Digitalization through Self-Service Technology toward Customer Behavior at Bank Syariah Indonesia (BSI) Yogyakarta City. Jurnal Ilmiah Ekonomi Islam, 9(3), 4466–4473.
Khoiriyah, U., Syam, A. H. B., Larasati, L., Maulana, M. D., & Rahmawati, R. (2022). Analisis Profitabilitas Bank Syariah Swasta di Indonesia sebelum dan Sesudah Covid-19 (Dengan Menggunakan Metode Horizontal). Shafin: Sharia Finance and Accounting Journal, 2(1), 21–33.
Muliadi, S. (2022). Determinan Loyalitas Nasabah Bank NTB Syariah. IQTISHADUNA: Jurnal Ilmiah Ekonomi Kita, 11(2), 184–199.
Nurzaqiah, N., Ainulyaqin, M. H., Achmad, L. I., & Edy, S. (2024). Analisis Manajemen Risiko Keamanan Self-Service Technology Perbankan Syariah. El-Mal: Jurnal Kajian Ekonomi & Bisnis Islam, 5(7), 3564–3578.
Purmianti, A. T., & Fahlevi, R. (2022). Analisis SWOT Dalam Strategi Pemasaran Produk Tabungan BTN Batara iB Pada Bank BTN Syariah. At-Tamwil: Journal of Islamic Economics and Finance, 1(1), 84–100. https://doi.org/10.33558/attamwil.v1i1.5665
Putra, P. (2022). Does Firm Size, Leverage and Profitability Effect On Coefficient Earnings Response (ERC) with Islamic Social Reporting (ISR) As Intervening Variable? Jurnal Ilmiah Ekonomi Islam, 8(2), 1103–1114.
Putra, P., & Hasanah, M. (2018). Pengaruh Pembiayaan Mudharabah, Musyarakah, Murabahah, Dan Ijarah Terhadap Profitabilitas 4 Bank Umum Syariah Periode 2013-2016. Jurnal Organisasi Dan Manajemen, 14(2), 140–150. https://doi.org/10.33830/jom.v14i2.159.2018
Putra, P., Putri, E. I., & Khoiriyah, U. (2023). Evaluasi Strategi Pemasaran Produk Pembiayaan Multimanfaat Ib Pada Masa Pandemi (Studi Kasus Bank Btn Syariah Kantor Cabang Bekasi). Jurnal Justisia Ekonomika: Magister Hukum Ekonomi Syariah, 7(1). https://journal.um-surabaya.ac.id/index.php/JE/article/view/18282
Samsuki & Durrotun Nafisa. (2024). Implementasi Bauran Pemasaran Tabungan Easy Wadi’ah Pada Bank Syariah Indonesia. IQTISADIE: Journal of Islamic Banking and Shariah Economy, 4(1), 64–79. https://doi.org/10.36781/iqtisadie.v4i1.630
Schmid, M., Brianza, E., & Petko, D. (2021). Self-reported technological pedagogical content knowledge (TPACK) of pre-service teachers in relation to digital technology use in lesson plans. Computers in Human Behavior, 115, 106586.
Siregar, S., & Pradesyah, R. (2023). Pengaruh Digitalisasi Perbankan Melalui Self Service Technology Terhadap Kepuasan Nasabah Penggunaan Layanan Digital Bank Syariah Pada Bank Syariah Indonesia KCP Kabanjahe. Al-Sharf: Jurnal Ekonomi Islam, 4(2), 114–128.
Syaban, R. N., & Arman, A. (2022). Pengaruh Citra Diri dan Fasilitas ATM Bank Syariah Indonesia Terhadap Minat Bertransaksi Nasabahnya. Seminar Nasional Akuntansi Dan Manajemen PNJ, 3. http://prosiding-old.pnj.ac.id/index.php/snampnj/article/view/5816
Triyanti, D., Kaban, R. F., & Iqbal, M. (2021). Peran Layanan Mobile Banking dalam Meningkatkan Kepuasan dan Loyalitas Nasabah Bank Syariah. Jurnal Muhammadiyah Manajemen Bisnis, 2(1), 51–62.
Yasir Tsany, M. F., Putra, P., & Tirtajaya, M. D. (2022). Analisis Efisiensi Kinerja Unit Usaha Syariah Di Indonesia Dengan Metode Data Envelopment Analysis Dan Rasio Eagles. At-Tamwil: Journal of Islamic Economics and Finance, 1(1), 17–33. https://doi.org/10.33558/attamwil.v1i1.5661
