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All Journal JIBEMA: Jurnal Ilmu Bisnis, Ekonomi, Manajemen, dan Akuntansi
Rismaya Arimatu Duqa
Sekolah Tinggi Ilmu Ekonomi YAPAN
Economics, Econometrics & Finance Social Sciences

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The Effect of System Quality and Innovative Features of the BYOND by BSI Application on Customer Satisfaction at Bank Syariah Indonesia in Surabaya Rismaya Arimatu Duqa; Siti Masruroh
JIBEMA: Jurnal Ilmu Bisnis, Ekonomi, Manajemen, dan Akuntansi Vol. 3 No. 4 (2026): April
Publisher : CV. Muris Global Education

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.62421/jibema.v3i4.375

Abstract

The rapid development of information and communication technology has significantly transformed various sectors, including business and financial services. These changes have encouraged the banking industry to continuously innovate and adapt its marketing strategies to remain competitive. One such strategy is the enhancement of digital services. Bank Syariah Indonesia introduced the BYOND by BSI application in 2024 as a replacement for BSI Mobile. This SuperApp is designed to improve service efficiency, customer convenience, and transaction support. This study aims to examine the effect of system quality and innovative features of the BYOND by BSI application on customer satisfaction in Surabaya. The research employs a causal associative quantitative method. A sample of 100 respondents was determined using the Lemeshow formula due to the unknown population size. Data were collected through questionnaires distributed via social media platforms and analyzed using descriptive statistics and SPSS. The results indicate that system quality and innovative features have a positive and significant effect on customer satisfaction, with innovative features having a more dominant influence.
Co-Authors Siti Masruroh