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Anggun Rianda Putri
Fakultas Ekonomi Dan Bisnis Program Studi Bisnis Digital, Universitas Dharma Indonesia
Computer Science & IT Control & Systems Engineering Economics, Econometrics & Finance Education

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Analisis Peran Digital Banking dalam Meningkatkan Kepuasan dan Kepercayaan Nasabah Anggun Rianda Putri; Waode Nelly Sarlina Latfi
Jurnal Bisnis Digital & Perbankan Vol 2 No 1 (2026): Journal of Digital Business & Banking (Juni)
Publisher : Politeknik Kebangsaan

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.65177/jdbb.v2i1.69

Abstract

This study aims to analyze the role of digital banking in improving customer satisfaction and trust. The rapid development of technology has encouraged banks to provide digital services that are fast, easy, and secure to meet customer needs. This research employed a quantitative approach using a survey method involving 150 respondents who use digital banking services. The data were analyzed using multiple linear regression and statistical tests.The results show that digital banking has a positive and significant effect on customer satisfaction and trust. Ease of access, transaction speed, system security, and information quality are the main factors influencing customer perceptions. The better the quality of digital banking services, the higher the level of customer satisfaction and trust.This study is expected to provide practical insights for banks in improving digital service quality and strengthening long-term relationships with customers.   Keywords: digital banking; customer satisfaction; customer trust; financial services.
Co-Authors Waode Nelly Sarlina Latfi